Voice Network Analyst

• Supports and services bank operating units through planning, scheduling, installing, and maintaining all voice communication
• needs. Coordinates with internal and external colleagues to ensure successful development and implementation of required
• network management programs.
• Accept, review, assess, and respond to colleague requests for voice communication service needs. Configure and maintain colleagues' voice services. Respond to colleague inquiries concerning operation of phone, conferencing, and voice messaging systems.
• Maintain voice network database. Inventory, validate, and optimize voice network services.
• Maintain dial plan. Determine changes and issue orders for new and existing phone numbers.
• Collect product information, evaluate features, and make recommendations to colleagues on what is practical, within guidelines, and technologically feasible
• Coordinate with vendors and internal support for implementation of Mobility, Voice and Software solutions.
• Identify and investigate systems malfunctions; isolate causes of errors, resolve colleague and software errors. Contact and coordinate with vendors to resolve hardware problems and repair associated with communications network outages.
• Work under and adhere to heightened standards completing all MRA tasks with priority.
• Analyze telecommunication bills, compile and analyze billing data. Work with vendors to rectify billing discrepancies.
• Foster and maintain good relationships with colleagues to ensure that processes are integrated to support expected customer service levels.

Must-Have*

• Minimum of 4 years' experience managing communication vendors
• Minimum of 4 years' with voice analyst billing experience
• Minimum 2 years' experience supporting Nice/Avaya technically

Skills and Knowledge

• **Addendum for NICE Voice Services Analyst
• understanding Avaya Call routing techniques and troubleshooting process
• Position also requires the ability to work under pressure to meet strict deadlines, effectively prioritize multiple tasks
• ability to adapt quickly in a highly regulated environment
• Operating effectively under heightened standards
• Thorough documentation skills and ability to follow complex procedure
• Wired and wireless networking technologies, topologies, and basic networking concepts such as DHCP, DNS, IP Addressing,
• Subnets, and VLANs
• Basic understanding of Active Directory, Group Policy, and their use for managing user and computer objects
• understanding of Telecom infrastructure vocabulary and best practices
• High attention to detail, outstanding organizational skills, and the ability to manage time effectively
• Excellent interpersonal and communication skills (oral and written), professional demeanor and presentation
• Computer hardware configurations and their impacts on softphone voice performance
• skills in project management, results oriented, objective tracking, and documentation