Telecom Analyst/ Developer

PSG Global Solutions; Los Angeles (CA); On-site; USD 85,000 - 110,000; Full time

Job summary

A leading telecommunications firm in Los Angeles seeks a Telecom Analyst/Developer IV to develop IVR and call routing applications. The candidate should have over 5 years of experience, particularly with Avaya systems and Linux administration. This role requires excellent analytical and problem-solving skills, alongside strong communication abilities. Responsibilities include creating functional requirements and maintaining system documentation. Candidates must also be fluent in English and able to manage multiple tasks efficiently.

Qualifications

• 5+ years of direct experience in a related role.
• Fluency in English is required.
• Ability to maintain confidentiality and adhere to compliance.

Responsibilities

• Develop IVR and call routing applications.
• Maintain documentation of system configurations.
• Provide backup to telecom and network engineers.

Skills

Knowledge of call centers and Avaya telecommunications systems

Administration of Linux systems

Analytical and problem-solving skills

Excellent communication skills

Ability to prioritize and handle multiple tasks

Education

BS degree in Computer Science

Tools

Avaya Aura Experience Portal IVR

Microsoft Office Products

Job description

Answer Financial is one of the largest online auto & home insurance agencies in the U.S., with over 390,000 policies in-force as of December, 2012. It helps to insure more than 1.3 million drivers and homeowners. Insurance shoppers in all 50 states can compare insurance prices from some of the more than 20 top-rated insurers that Answer Financial represents. Products offered through Answer Financial include: auto insurance, homeowners insurance, condo insurance, renters insurance, motorcycle insurance, RV insurance & boat insurance. In addition to buying insurance online, customers can buy over the phone with assistance from one of our licensed insurance professionals. Answer Financial is part of The Allstate Corporation (NYSE: ALL), the nation's largest publicly held personal lines insurer.

Job Description

Summary:

The Telecom Analyst/Developer IV will focus on IVR and call routing applications, helping to determine organizational strategic needs and developing creative and innovative functional requirements. You will deliver clean and elegant working solutions for the IVR and speech recognition infrastructure. You will also design, implement, and maintain call flows directing incoming calls to multiple groups within the call centers, utilizing dynamic data-driven skills-based routing.Essential Job

Duties/Responsibilities:

• Meet with various departments to determine strategic telephony needsDevelop IVR and call routing applicationsMaintain proper documentation of system configurations
• Keep abreast of current and new technology advances and their potential application for the company
• Assist in departmental projectsReview reports and logs for problems and identify appropriate solutions
• Provide backup to other telecom and network engineers maintaining telephony hardware and software infrastructure and network hardware and software infrastructure
• Share in providing on-call technical support after hours and on weekends as needed
  

Qualifications

Qualifications:

• In-depth knowledge and understanding of call centers and Avaya telecommunications systems, including Communication Manager PBX/ACD, Avaya Aura Experience Portal IVR, Eclipse, and Avaya Application Enablement Services CTI
• Administration of Linux systems
• Excellent analytical, reasoning, organizational, time management and problem solving skills; excellent oral and written communication skills including ability to interact effectively with executives, customers, vendors and department staff
• Attention to detail and follow through including the ability to work swiftly and accurately to meet stringent deadlines
• Ability to work in and constructively contribute to team work environment
• Ability to maintain the confidentiality of information, and adhere to compliance and security considerations
• Ability to prioritize and handle multiple tasks simultaneously
• Occasional lifting and/or carrying of 20 lbs. or moreEnglish language fluency required

Optional

• In-depth knowledge and understanding of Avaya Session Border Controllers, SIP gateways, voice mail / unified communications
• In-depth knowledge and understanding of Verint (Blue Pumpkin) workforce management and Verint QM call recording technologiesExperience in Cisco, Citrix, Riverbed, Checkpoint, and other network technologies
• Experience in developing and deploying disaster recovery solutions

Education/Experience:

• 5+ years of direct experienceBS degree in Computer Science BS desired
• Experience with Microsoft Office Products (Word, Excel, Outlook, Access)
  

Additional Information

All your information will be kept confidential according to EEO guidelines.

IF THIS IS THE JOB OPPORTUNITY FOR YOU GIVE ME A CALL AT 310-360-5004 ASAP!

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