JOB DESCRIPTION:
Business Analyst/Consultant capabilities with 1-7 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Performs a variety of tasks, such as identify and document business requirements. Works under general supervision; typically reports to a project leader or manager. A certain degree of creativity and latitude is required. 1. Provides professional recommendations, technical consultation, and expertise to State staff, and statewide local agencies in regards to Call Center Telephony operations. 2. Resolve telephony problems; contribute to development of criteria, standards, guidelines, evaluation methods, policy and procedure. 3. Responding to requests from local agencies and promotes the Division’s goals. 4. Works with the agency, DTMB Agency Services and the assigned Telecom Liaison gathering business requirements for Call Center requirements from all agencies. 5. Responsible for researching, analyzing, recommending, and implementing telephony contact/call center systems 6. Acts as the State-Wide telephony project lead for State’s contact/call center system related processes, functions, technological advancements affecting call centers and the business processes. 7. Provide information gathering sessions to capture business requirements and business processes related to information technology solutions. 8. Experience working with diverse group, consensus building and team building. 9. Work with telephone coordinators and agencies 10. Utilize tools such as Remedy, Change Point and Share Point 11. Work closely with Avaya and Cisco engineers and technicians 12. Manage various agency requests for services, repairs, maintenance, and other changes to Contact/Call Center Systems. Forward work assignments as needed to the appropriate work units. 13. Collect and analyze data from Avaya Communication Manager and related systems. 14. Uses analytical skills in problem resolution 15. Provide decision support outside normal work hours. 16. Perform other duties as necessary or directed.
Skills Required: Ability to work independently with various department staff, other state, local and federal agencies to accomplish goals and meet extensive deadlines. 2. Knowledge of current Telephony services and Technologies. 3. Knowledge of Avaya and/or Cisco platforms, call center features and operations. 4. Ability to resolve technical telecommunications problems utilizing multiple vendors/contractors. 5. Ability to communicate effectively, both verbally and in writing. 6. Ability to function under pressure and maintain composure in chaotic situation to resolve service related issues. 7. Understand Call Center features; such as, Automatic Call Distributions (ACD), Call Vectors, and Vector Directory numbers (VDN). 8. Ability to develop work and call flows 9. Excellent customer service skills 10. Work with multiple network platforms, such as; WAN, WLAN, Security, Voice, and Video 11. Disseminate information effectively to all teams and customers 12. Understand a large and complex network environment 13. Skills Preferred 14. Microsoft Project, Microsoft Office, Visio, SharePoint, ChangePoint and/or software tools for tracking projects and recording pertinent information. 15. Excellent customer service skills 16. Professional and positive attitude 17. Avaya and Cisco telephony and IPT 18. Understanding how networks work in a complex environment 19. Ability to extrapolate the correct information from customers on projects.
Experience Required: Six years of professional business and administrative experience in the administration of telephony systems, including four years of experience equivalent to the experienced (P11) level, OR, three-year equivalent to the senior, or lead worker (12) level. Five years of advanced experience with the administration, and programming of Avaya Communications Manager Telephony systems, including vector writing, Advocate Call Agent interactions, interactions with adjunct systems to the Communications Manager such as Genesys, NICE, and Oracle Databases.
Minimum education required: A combination of a 2-year degree and related work experience.