Telecommunications & VoIP Analyst II: Cisco Expert

Abacus Service Corporation; St. Louis (MO); On-site; USD 70,000 - 90,000; Full time

Job summary

Abacus Service Corporation is seeking a Telecommunications Analyst II in Saint Louis to develop, maintain, and support technology and telecommunications systems that enhance business operations. The role involves analyzing needs across units and managing VoIP platforms, call routing, IVR, DIDs, and related equipment.

The position requires troubleshooting, vendor coordination, and producing usage reports. The candidate should have experience with Cisco Call Manager, Cisco Jabber, SIP trunking,

Responsibilities

• Analyzes communication needs across business units and recommends appropriate telecommunications solutions.
• Performs maintenance, upgrades, and troubleshooting for the VoIP communications platform and call recording systems.
• Maintains call center configurations including holiday schedules, Interactive Voice Response (IVR), call routing, Direct Inward Dialing (DIDs), and extension moves/adds/changes.
• Diagnoses and resolves issues involving VoIP, analog equipment, cube routers, and network connectivity.
• Supports overhead paging systems and remote door/gate access equipment, coordinating with vendors as needed.
• Produces confidential voice and data management reports, including system availability and usage metrics.
• Tests, evaluates, and recommends replacement communications equipment.
• Responds to user inquiries and service requests, documenting work through the ticketing system.
• Keeps leadership informed of progress, escalating challenges and requesting guidance on priorities when necessary.
• Experience supporting Cisco Call Manager and enterprise VoIP platforms.
• Knowledge of SIP trunking and voice network integration (preferred).
• Experience with Cisco Jabber and Cisco Finesse applications.
• Familiarity with 66-block cross-connects and structured cabling systems.
• Experience integrating phone systems with door/gate badge access systems.
• Skilled in toning and tracing telecommunications cabling.
• Proven ability to analyze, troubleshoot, and resolve voice and data communication failures.
• Ability to troubleshoot traffic from external vendors through cube routers.
• Ability to configure and support voice gateways and related telecommunications equipment.
• Experience working with outside vendors to diagnose and resolve phone system issues.
• Ability to assess business communication needs and recommend appropriate technical solutions.
• Ability to manage inventory of communications equipment, supplies, and tools.
• Knowledge of Microsoft operating systems, including Windows 10 and Windows Server (2008–2019).
• Strong interpersonal skills with the ability to work effectively with all levels of technical and business staff.
• Excellent verbal and written communication skills with diverse audiences and technical skill levels.
• Ability to collaborate as part of cross-functional technical and professional teams.
• Demonstrated ability to work independently, prioritize tasks, maintain schedules, and adapt in challenging situations.

Job description

Abacus Service Corporation is seeking a Telecommunications Analyst II in Saint Louis to develop, maintain, and support technology and telecommunications systems that enhance business operations. The role involves analyzing needs across units and managing VoIP platforms, call routing, IVR, DIDs, and related equipment.

The position requires troubleshooting, vendor coordination, and producing usage reports. The candidate should have experience with Cisco Call Manager, Cisco Jabber, SIP trunking,