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Terumo Blood and Cell Technologies · 3 weeks ago

Telecommunications Analyst

Lakewood, CO

Full-time

Onsite

Mid Level

$87K/yr - $109K/yr

3+ years exp

Terumo Blood and Cell Technologies is seeking a Telecommunications Analyst to support their global voice and collaboration systems. The role focuses on Microsoft Teams Voice and NICE CXone contact center technologies, ensuring reliable services and providing technical support, configuration, and maintenance of telephony systems.

Medical Device

H1B Sponsor Likely

Hiring Manager

Connor Bemiller

Responsibilities

Operate under the direction of the Manager, Network and Telecommunications to support enterprise voice and contact center systems

Configure, maintain, and optimize Microsoft Teams Voice including Direct Routing, Operator Connect, Auto Attendants, Call Queues, and device policies

Administer and support NICE CXone contact center functionality including user provisioning, call flows, skill-based routing, IVRs, and reporting

Manage Session Border Controllers (AudioCodes, Ribbon, or equivalent) and SIP trunking to ensure stable and secure voice connectivity

Monitor and analyze system performance, voice quality, and utilization metrics; identify and resolve potential issues proactively

Coordinate with network engineering teams to maintain QoS, voice VLANs, and connectivity across on-premises and cloud environments

Provide Tier-2/3 support for complex Teams Voice and NICE CXone incidents, performing root cause analysis and remediation

Maintain clear documentation including call flows, dial plans, configuration guides, and operational procedures

Collaborate with security and infrastructure teams to ensure telephony solutions comply with IT governance and security policies

Evaluate new capabilities within Microsoft Teams and NICE CXone that improve efficiency, user experience, or business outcomes

Support ITIL-based processes for incident, problem, and change management and participate in Agile projects as needed

Participate in a global on-call rotation supporting enterprise voice and contact center operations

Qualification

Microsoft Teams VoiceNICE CXoneSession Border ControllersSIP trunkingVoice analyticsPowerShell scriptingNetwork fundamentalsITIL practicesAgile practicesCustomer service skillsAnalytical skillsMultitasking abilitiesGlobal IT experienceCall routingDocumentation skillsOrganizational skillsCommunication skills

Required

Bachelor's degree in Computer Science, Information Technology, or related field — or equivalent combination of education and experience

Minimum 3 years experience supporting enterprise voice or unified communications systems

Hands-on experience with Microsoft Teams Voice configuration and administration

Experience supporting or maintaining cloud-based contact center solutions (NICE CXone strongly preferred)

Experience managing SBCs, SIP trunking, and call routing

Working knowledge of network fundamentals (IP addressing, QoS, routing, switching, VLANs)

Deep understanding of Microsoft Teams Voice architecture and management

Proficiency with NICE CXone administration, analytics, and reporting

Strong knowledge of SIP, codecs, SBC configuration, and voice quality troubleshooting

Familiarity with PowerShell scripting for Teams Voice automation

Excellent analytical, documentation, and customer service skills

Ability to communicate effectively with both technical and non-technical stakeholders

Strong organization and multitasking abilities within a fast-paced, global IT environment

Preferred

Experience working in global or multi-site environments is preferred

Knowledge of ITIL and Agile practices preferred

Microsoft Certified: Teams Voice Engineer Associate (highly desired)

NICE CXone Certified Engineer or similar contact center certification (preferred)

Cisco CCNA or equivalent foundational network certification

Company

Terumo Blood and Cell Technologies

Glassdoor3.4

Headquartered in Lakewood, Colorado, Terumo Blood and Cell Technologies is a global leader in blood component, therapeutic apheresis and cellular technologies serving customers in more than 150 countries.

Founded in 1964

Lakewood, Colorado, US

5001-10000 employees

http://www.terumobct.com

H1B Sponsorship

Terumo Blood and Cell Technologies has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (14)

2024 (7)

2023 (8)

2022 (8)

2021 (8)

2020 (7)