Senior Analyst, Unified Communications

**Position Summary**:
The Senior Unified Communications Analyst supports MVW Corporate Offices and Contact Centers with Global telephony needs. Including support voice of related activities for corporate Unified Communication solutions, primarily responsible for inContact and Ring Central's cloud-based technology in all Corporate Offices and Contact Centers. They will work closely with corporate-based management teams. Provides insight to MVW's voice network life-cycle activities and communications technologies. Additionally, responsible for day-to-day support, management/execution of assigned technology projects, department initiatives while achieving project goals in alignment with IT processes.

Develops, monitors, improve and maintains effective Service Level Agreements (SLA) with IT customers in support of current and future needs for computing resources and telecommunication services. Develops and maintains effective relationships with internal/external customers/vendors to ensure high quality level service and support is provided for MVW's computing and telecom services. Responsible for assisting resource teams for Field Services, Network Engineering, Voice Engineering and Site Deployment infrastructure related projects ranging in complexity to ensure activities are completed timely and within budget. Responsible for financial aspects covering multiple areas to include projects, departmental, site inquiries; provides estimates for projects and manages against budgets.

**Specific Expected Contributions**:
Performs more complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones. Will be the Escalation point for Operational issues as needed.
- Lead the financial work estimates for projects and department which includes budget tracking and managing expectations of those estimates
- Partners with change management, to ensure that all technology upgrades and new development enhancements are properly reviewed and approved prior to implementation
- Provides input and promotes continuous improvement standards to create efficiencies and improvements to streamline processes or improvement in customer support
- Provides status updates and comments to project owner(s), management, and/or team participants
- Using inContact Studio work with Contact Center leaders to design and manage call flows to meet business needs. Suggest call flow enhancements as needed.
- Identifies, resolution and documentation of software/hardware failures reported by MVW users or IT Help Desk
- Acts as liaison/consultant to 3rd party vendors for projects and support to improve user experience
- Provides technical guidance for Tier-2 Telecom support at our corporate office and satellite locations
- Responsible for Telephony Hardware Asset Tracking during the implementation and disposal process. This includes:

- Documentation of all software and hardware supported systems.
- Documentation of site-specific Unified Communications idiosyncrasies.
- May support/assist the workflow process.
- Provides guidance to end users to help users embrace new technologies.
- Serves as a liaison to IT management, telephony vendors, and corporate end users.
- Responds and resolves system installation problems, escalate, and follow up as appropriate.
- Adapts, and positively reacts to changes within work environment.
- 5+ years’ experience in Voice-related technologies.
- 1-2 years’ experience in managing technical processes.
- Bachelor's degree and/or relevant experience generally required
- Extensive knowledge with InContact Studio Scripting for Inbound, Outbound, Auto-Attendant, SMS, etc
- Good working knowledge in InContact Studio Scripting involving APIs and Data Access Points
- Demonstrated experience with collaboration tools (audio, video, web, phone).
- Experience with Cherwell, Service Now, CA, Jira or similar work management tools required.
- Intermediate knowledge in the use of Microsoft Office tools (O365: Word, PowerPoint, Excel, Visio) to analyze data
- Excellent verbal and written communication.
- Ability to provide data, convey complex visual information to a diverse audience, and deliver end-user documentation.
- Some travel may be required
- Position will be part of a rotational On-Call schedule and require weekend and holiday support if needed
- May require physical activity to move/install/decommission physical equipment as needed