Akkodis Group Nordics · 17 hours ago
ITS Telecommunications Analyst
Lakewood, CO
Full-time
Onsite
Mid Level
$50/hr - $60/hr
3+ years expAkkodis is a Global Medical Device Company based in Denver, CO, seeking an IT Telecommunications Analyst. The role involves supporting global voice and collaboration systems, primarily focusing on Microsoft Teams Voice and NICE CXone contact center technologies, ensuring reliable services across the enterprise.
Embedded SystemsSoftware
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
Must be able to work non-standard hours as needed
Occasional travel may be required to support U.S. and international sites
Qualification
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
Microsoft Certified: Teams Voice Engineer Associate (highly desired)
Cisco CCNA or equivalent foundational network certification
Preferred
Experience working in global or multi-site environments is preferred
Knowledge of ITIL and Agile practices preferred
NICE CXone Certified Engineer or similar contact center certification (preferred)
Benefits
Medical
Dental
Vision
Life insurance
Short-term disability
Additional voluntary benefits
EAP program
Commuter benefits
401K plan
Paid Sick Leave
Any other paid leave required by Federal, State, or local law
Holiday pay where applicable
Company
Akkodis Group Nordics
Akkodis Group Nordics, operates as a specialized tech cluster, combining expertise in Digital Engineering and Edge Technology.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Reiten & Co
2020-03-16Acquired
2009-05-01Private Equity
Company data provided by crunchbase