Sr. Telecommunications Analyst

Orlando, FL
Date Added: July 11, 2019

Software Resources, Inc. has an immediate job opportunity available for a Senior Telecommunications Analyst in Orlando, FL.

Directly responsible for the systems design of the various upgraded and new telecommunications and data systems for the Guest Contact Center. The Guest Contact Center is moving towards a strategic realignment to emphasize both service and sales functions. To accomplish this, one of the GCC's primary resources will be the telecommunications systems this incumbent will develop.

The position will also provide management and administration of multi-site Avaya and Cisco PBX voice systems to include reporting, voice recording and voicemail. Responsible for first level management and support of all Guest Contact Center applications to include agent forecasting, agent reporting and call recording. Serve as the first point of contact/tier 2 for all Guest Contact Center application issues. Responsible for troubleshooting, repair and monitoring of all telecommunications systems. Responsible for working with directly with a 3rd party vendors and representing UO to resolve all issues for Guest Contact Center application such as but not limited to IEX WorkForce Management, Call Copy, and CMS. Provide technical leadership and direction to junior team members. Provide project management skills to include budgeting, planning and implementation supervision for all telecommunications projects.


Consulting with GCC leadership, develops, designs, implements and manages the various telecommunications and data systems needed to support emerging VOIP technologies. This includes the determination of systems that will support the GCC's efforts to re-define itself, the systems analysis to assure the systems provide the processing, flexibility and data needed to achieve these goals. The job works relatively independently from direct supervision in making decisions and recommendations needed to achieve these goals.

Project manage, plan and execute all telecommunication system upgrades, uploads, backups and restores for all Guest Contact Center communication systems. Serve as technical lead/supervisor for all Guest Contact Center projects. Represent the Telecom department in operational department project statues meetings.

Provide agent administration, reporting and monitoring. Provide recommendations based on the reporting statics to management to optimize resources and performance for the Guest Contact Center. Systems include but not limited to Call Management System, Call Copy Agent Recording system and IEX WFM agent forecasting system.

Responsible for identifying, resolving escalating mission critical application issues the Guest Contact Center telecommunications systems. Monitor system alarms and report/escalate trouble tickets with 3rd party vendors. Oversee repair issues to completion.

Provide Tier 1 system support for the Guest Contact Center and Tier 2 support for other departments and end users. Delegate work request to the telecom techs for user requests.

Manage all toll free routing, call vectoring, agent skill administration for the Guest Contact Center.

High school degree or GED is required. Technical school is required. Associate's degree (AA) or significant equivalent experience is required.

Avaya or Cisco Administrator certification preferred.


  • AS in technical curriculum (MIS, Computer Science or Business Admin) is preferred.
  • 3-5 years hands on experience in telephony systems is required.
  • Experience with Windows 7 OS and Microsoft Suites is required.

Don't delay. Join the Software Resources team today!
Software Resources specializes in connecting talented IT professionals with challenging job opportunities that transform jobs into careers.
To meet our clients hiring needs, we continuously source talented IT Professionals with all levels of expertise and in all disciplines. We offer world class major medical, dental and vision benefits, 401(k) with match, short term disability, Life Insurance and AD&D. You, our future employees, can make a tremendous difference to our company and our clients. Please apply to this job and experience the Software Resources difference. You can view all of our jobs at http://www.softwareresources.com/it-careers/it-job-search/
Company Overview
Software Resources specializes in IT talent recruitment services and workforce staffing solutions. Founded in 1992 as an IT staffing services firm, we are a privately held women-owned business enterprise (WBE), celebrating our 25th year in business. We are headquartered in Lake Mary, Florida, just outside of Orlando. With branches and sales professionals throughout the U.S., Software Resources is the staffing agency of choice for clients and consultants.
We specialize in IT. It's what we do and what we know, every day. We provide contract, contract to hire and direct hire placement IT staffing solutions for Energy, Entertainment/Gaming/New Media, Financial Services, Government, Healthcare, Hospitality, Professional Services, and Security.

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