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 Job Summary
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.
Expected Contributions
Responds to, solves, and makes decisions on more complex/non-routine business requests, making appropriate changes to resolve issues within the company change guidelines.
Responsible for own work and contributing to team, department and/or business results. May direct work of non-management staff.
Assists with identifying opportunities to enhance the effectiveness of business processes.
Providing training and technical guidance to others where appropriate and serving as point-of-contact for problem resolution.
Participating in setting department operating plans.
Recognizing and celebrating team successes.
Achieving results against budget within scope of responsibility.
Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
Performs other duties as appropriate.

Specific Expected Contributions
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.
NICE CXOne (formerly known as InContact) experience highly preferred
NICE CXOne (formerly known as InContact) Studio Certification - preferred
Min 3 years’ experience working with Contact centers
Min 3 years' work experience in technical customer service support as it related to SLAs
Ring Central - experience highly preferred
Experience managing outsourced vendors - required
Installation of Desktop Hardware/Software
Desktop Troubleshooting Skills
Video and Audio Web Conference Support
Knowledge API tools such as Postman or equivalent
Bachelor's degree and/or relevant experience generally required
Able to work at a fast pace and multi-task

5+ years’ experience in Voice-related technologies.
1-2 years