Senior Voice Telecom Analyst in Pittsburgh, PA at APEX Systems

Date Posted: 5/19/2018

Job Snapshot

Job Description

Job #:  814375

Senior Voice Telecom Analyst:

Position Overview:

Develops, monitors and maintains solutions within the Avaya and Cisco Contact Center systems, including framework, inbound, outbound (voice/email push preview and progressive campaigns), multichannel (email and chat), Avaya and Cisco Agent Desktop, custom screen-pop, real-time and historical reporting, SIP, Cisco Voice Platform (CVP), Nice IEX Work Force Manager, Avaya AEP and EMC applications.  In addition, maintains and monitors Avaya PBX, Voice Mail, remote agents, wiring support and other technologies, as assigned.  Creates and maintains system documentation.  Assist the Regional Manager in the day-to-day Telecom and Contact Center department operations.  Assists Oracle DBA’s and network engineers with connectivity and day-to-day operation of the systems. Work on medium to large-scale projects and create, manage, track, and report on the status of assigned projects using the specified project management software.  Function as project manager for projects and special assignments.

Specifically in this role you will serve as the Cisco SME for a call center transition from Avaya to Cisco.

Preferred experience with the following technologies:

  • SIP and IVR maintenance and development
  • Contact Center Reporting with knowledge of Hyperion and Cognos
  • Avaya and Cisco Multichannel Routing including voice, outbound, chat and email/fax routing
  • Avaya and Cisco Survey Solution
  • Avaya and Cisco Agent Desktop / Experience with IEX Workforce Management a plus
  • NICE Call recording
  • Avaya and Cisco Outbound Campaigns
  • Both Progressive blaster-style and push preview
  • Avaya PBX AES and SES integration with Cisco
  • Understanding of screen-pop integration with Avaya and Cisco Agent Desktop
  • Database integration with Oracle and ability to develop and understand custom queries for call center data.
  • Have a working knowledge of development of Oracle queries and working with Oracle connection strings including JDBC
  • Proficient in Java programming a strong plus

Responsibilities of the IT Resources shall include but are not limited to the following:

  • Design, program, and maintain ACD routing, including DNIS, DID records, Call Control Tables and Schedules
  • Develop and review documentation for configurations, deployment processes, disaster and testing plans
  • Conduct traffic study analysis to determine best configuration of systems
  • Drive efficiencies for all Call Center Technologies through monitoring, alerting and testing
  • Work with carriers to troubleshoot carrier-side issues, order and support T1/PRI circuits
  • Provide technical leadership on call center operational and project activities
  • Define roadmaps, project plans and steps to implement new infrastructure
  • Assist with adherence to client’s standard architectures
  • Work with business users and SME's to determine best approaches to satisfy user requirements, gaps and risks
  • Act as liaison for vendor relationships as it relates to daily operations
  • Be available for on call rotation

Required Skillsets and Qualifications of a successful candidate must include:

Bachelor’s degree in engineering, computer science or a related field or equivalent experience plus 4 - 6 years technical experience with Call Center Technologies

4+ years of experience in designing, developing, analyzing, planning, recommending and implementing enterprise voice systems and solutions on Avaya, Cisco and other enterprise-level technologies in an engineer role.

Experience in networking/voice services and/or working closely with network/voice services team is preferred.

  • Strong design documentation experience.
  • Experience driving standard configuration management within a call center environment.
  • Experience with change processes and management.
  • Well-developed interpersonal and communication skills.
  • Good team building and collaborative leadership skills to build consensus solutions.
  • Good knowledge and understanding of Information Technology systems.
  • Ability to meet deadlines while managing multiple tasks.
  • Proven problem solving and technical trouble-shooting skills. 
  • Understand ITIL processes, and all aspects of project planning and execution.
  • Complete on-going training through on-the-job training, courses, self-study, certifications and/or advanced degrees to maintain and enhance technical and business capabilities.
  • Must meet IT Career Level Criteria for Individual/Team Contributors outlined in the Universal Criteria Leveling Guide.

Licensure/Certification - Technical certifications and/or formal training in:

Avaya AEP and EMC

Cisco Call Center Technology

Nice Voice Recording


If this is a position you are interested in being considered for please send a word formatted resume to Matt Ogden at and Kevin Jennings at









EEO Employer

Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or 844-463-6178.