Voice Analyst

Job title:- Cisco Voice Analyst

Location:- Lutz, FL 33549 (Hybrid - Monday to Thursday Onsite & Friday Remote)

Duration:- 12 Months

Job description:-

• Candidates needs to be specialized in Cisco Router/Switch installations, IP networking, routing protocols (i.e. OSPF, BGP) for the purpose of assisting in installing and configuring Cisco Network gear at the Bayside Power Plant & the Big Bend Power Plant.

Position Concept

• The Digital Collaboration Analyst is responsible for planning and coordinating of UC related systems and sub-systems comprising the client corporate communications network.
• Maintains, manages and services VoIP, contact center, video conferencing, collaboration applications, audio visual systems, digital signage systems, conferencing systems, mobile devices and plans, and related applications, systems, and peripherals for company business partners.
• Provides customer service, technical support, training, consultation, and guidance to company business partners for all Collaboration/Unified Communications needs.

Primary Duties And Responsibilities

• Provide customer service for company business partners for systems and applications that the UC department supports. Manage assigned request and incident tickets within established service levels. Perform troubleshooting for company business partners for systems and applications that the UC department supports. 80%
• Perform orders and changes for mobile devices, accessories, and service plans for company business partners. 10%
• Maintain documentation, best practices, standards, policies, and procedures to ensure the performance, availability, reliability, integrity, and security of all UC systems. 5%
• Develop and maintain training materials for company business partners for continued re-enforcement of the knowledge to operate client collaboration systems. 5%

Qualifications

Direct Experience

• Required: Minimum of 4 years of direct work experience performing the Duties & Responsibilities of this position or a similar related technology support position is required.
• Preferred: Minimum of 6 years of direct work experience performing the Duties & Responsibilities of this position is preferred or a similar related technology support position. Experience working Teams Calling and Meetings, UC and Contact Center Systems, Cisco CUCM, Cisco Unity, Cisco Telepresence, Cisco Webex Meetings, Cisco Jabber and Apple iPhones.

Knowledge/Skills/Abilities (KSA)

• Preferred: Working knowledge of UC and Contact Center systems programming and configuration. Understanding of Local Area Networking, VoIP, SIP, and client/server environment.

Leadership Competencies

• Takes Ownership and Acts with Integrity
• Drives Operational Excellence for Customers
• Builds Strong, Collaborative Relationships