Jobs via Dice · 4 hours ago
Unified Communications Analyst
Boston, MA
Full-time
Onsite
Mid LevelApex Systems is a world-class technology services business that delivers solutions to fulfill clients' digital visions. They are seeking a Unified Communications Analyst who will support the implementation of a new SIP unified communications platform and provide advanced technical support during the transition.
Computer Software
Responsibilities
Support the strategy and scheduling for the implementation of the enterprise-wide upgrade, migrating all services from legacy Avaya/Centrex to the new SIP unified communications platform
Create detailed time and material estimates for new system builds and large-scale upgrades
Ensure that all vendors (including Local Exchange Carriers (LEC) for number porting) and internal installation teams conform to the scheduled roadmap to deliver on-time
Provide advanced technical and design support for the Avaya Communication Manager (CM), Call Center, and CMS (Call Management System) environments during the transition
Troubleshoot and resolve complex issues within both the legacy Avaya and the new SIP/VoIP/Call Center platforms
Monitor and maintain call center performance metrics, leveraging prior experience with Avaya CMS
Develop and document detailed system configurations and procedures (Visio experience a plus)
Create clear, user-friendly instructions and training materials for end-users across all business units
Assist in training call center agents on new system features
Effectively work across various groups and business units to define technical requirements and processes
Provide input and technical specifications for system upgrades and future platform enhancements (API experience a plus)
Drive a personal vehicle to visit work sites and to assist at emergencies and/or events as needed and or take MBTA to sights
Perform all other duties and projects that may be assigned
Qualification
Required
Support the strategy and scheduling for the implementation of the enterprise-wide upgrade, migrating all services from legacy Avaya/Centrex to the new SIP unified communications platform
Create detailed time and material estimates for new system builds and large-scale upgrades
Ensure that all vendors (including Local Exchange Carriers (LEC) for number porting) and internal installation teams conform to the scheduled roadmap to deliver on-time
Provide advanced technical and design support for the Avaya Communication Manager (CM), Call Center, and CMS (Call Management System) environments during the transition
Troubleshoot and resolve complex issues within both the legacy Avaya and the new SIP/VoIP/Call Center platforms
Monitor and maintain call center performance metrics, leveraging prior experience with Avaya CMS
Develop and document detailed system configurations and procedures
Create clear, user-friendly instructions and training materials for end-users across all business units
Assist in training call center agents on new system features
Effectively work across various groups and business units to define technical requirements and processes
Provide input and technical specifications for system upgrades and future platform enhancements
Drive a personal vehicle to visit work sites and to assist at emergencies and/or events as needed and or take MBTA to sights
Perform all other duties and projects that may be assigned
Preferred
Visio experience a plus
API experience a plus
Benefits
Medical
Dental
Vision
Life
Disability
Other insurance plans
ESPP (employee stock purchase program)
401K program
HSA (Health Savings Account on the HDHP plan)
SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
Corporate discount savings program
Discounts
On-demand training program
Access to certification prep
Library of technical and leadership courses/books/seminars
Certification discounts
Perks to associations that include CompTIA and IIBA
Dedicated customer service team for our Consultants
Certified Career Coach
Company
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Funding
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