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Unified Communications Analyst

Company: Local Government Federal Credit Union
Location: Raleigh
Posted on: January 26, 2023

Job Description:

The Unified Communications Analyst will partner with the Technology team and end-users to ensure high-quality operations and efficient voice, chat, video, text, and social media networks. This role will move, add, or modify communications systems, support hardware, and software, and resolve issues. Ensure that there is minimal downtime for all telephony and related systems. Provides interactions between data and voice communications, including video conferencing, IP telephony, and computer and voice mail systems.Normal Day-to-Day Work

  • Complete day-to-day telecommunications and contact center requests, such as moves/adds/changes/call flow designs/repairs/troubleshooting and project related tasks.
  • Support telephony and all ancillary systems such as voicemail, IVR, call recording, automatic call distributor (ACD), call accounting, and attendant console support.
  • Collaborate with vendors, telecom carriers, and network monitoring services for issues like phone line infrastructure, solution analysis, and support issues.
  • Create technical documentation consisting of diagrams, step-by-step procedures, system configurations, call flows and other pertinent information required for the voice environment.
  • Evaluate and fix issues concerning software and hardware of telecom systems.
  • Identify single points of failure and work on solutions to mitigate risks.
  • Strive to provide and ensure maximum system availability. Proactively mitigate issues and alert management immediately when issues occur.
  • Look for opportunities to provide technology efficiencies and operational improvements.
  • Execute business continuity, disaster recovery, and testing plans for contact center and enterprise UC technologies.
  • Work with telecommunications carriers and managed service vendors on trouble tickets, activations, and terminations.Job QualificationsHere are a few skills you MUST have to be considered for this position.
  • 4 - 6 years of general Information Technology experience in administration, upgrading, and maintenance of mid-to-large scale telecommunications systems.
  • Strong knowledge of modern Unified Communications systems including supporting an enterprise grade Contact Center.
  • Strong knowledge of network protocols such as H.323, SIP, DHCP, DNS, etc.
  • Ability to discuss technical issues effectively with technical professionals as well as non-technical users.
  • Ability to function in a business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
  • Ability to lift a minimum of 25 lbs. (file boxes, computer printer).
  • Travel required on occasion.Here are a few qualifications we'd LIKE you to have to make you more suited for this position.
  • Bachelor's degree in Information Technology or other engineering or technical discipline. Education may be replaced or supplemented by experience.
  • Voice and Network Certifications preferred.About the LGFCU CultureIf you are working here, or considering working here, you should know a little something about the LGFCU culture. We are a workplace that highly values the contributions of a diverse group of people. We believe if we put our heads and hands together, we can accomplish amazing feats for our members. To this end, we recruit bright, energetic and talented people to be members of our team. In return, we offer a dynamic work place that presents opportunities for advancement and learning new skills. We really believe that when our employees succeed, members win.If you have questions about this position description, please feel welcome to ask. You can reach our HR at:LGFCU Human Resources 3600 Wake Forest RoadRaleigh, NC 27609 careers@lgfcu.org PI202091709

Keywords: Local Government Federal Credit Union, Raleigh , Unified Communications Analyst, Professions , Raleigh, North Carolina

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