Description
JOB TITLE:DEPARTMENT:
DATE:
Telecom Analyst
IT
13 January 2015
PURPOSE OF JOB
- Provide telephony system support for existing and new telephony infrastructure.
- Manage and maintain Avaya Telephony infrastructure including AACC6 scripts and call routing
- Support the Avaya Aura Messaging platform
- Capacity planning across all technologies and platforms
- Provide administrative services to department
- Progress Telephony services helpdesk calls
- Build new and maintain existing relationships with clients and third party suppliers
- Proactive monitoring and daily testing of the telephony platform
KEY ACCOUNTABILITIES
Operational
Query Categories
- Work with third parties to maintain PCI standards
- Reporting and escalation of faults to third parties
- AACC6 Scripting to ensure successful call delivery
- Avaya Aura Messaging, and Voice mail
- Maintenance of Verint Call recording and document
- Create, update and manage scripts for ACD call flows
- Provide end user support for telephony issues
- Progress telephony services helpdesk calls
- Provide consultancy to end users
- Administration support for the telephony estate
- Own, document and maintain routing for non-geographical numbers
- Provide training for the web based telephony systems
- Maintaining and update DR plans for the telephony platform
- Managing and setting up of Conference accounts
- Maintaining conference Bridge
- Produce departmental telephony system billing
- Creating new users accounts on telephony systems
CHALLENGING ASPECTS OF THE JOB
- System Integration
- Fault Diagnosis
- Script design
- Disaster Recovery
ENJOYABLE ASPECTS OF THE JOB
· Variety of work
- Working as part of a small team in a critical function
- Rollout and migrations to new telephony platforms
KEY RELATIONSHIPS
- Reports to Telecoms Manager
- Working relationship with the IT Department colleagues
- Service relationship with end users and internal departments