ITS Telecommunications Analyst
hace 19 horas
Lakewood
Job Description Akkodis is seeking an IT Telecommunications Analyst to join a Global Medical Device Company based in Denver, CO. With some of the best and brightest minds in the industry, an unmatched global footprint, comprehensive benefits and a distinct culture, this is a great place to work, grow and be part of a team that is focused on making a difference.Join us and help shape wherever we go next. You create your future and ours. JOB TITLE: Telecommunications Analyst JOB SUMMARY The Telecommunications Analyst is responsible for supporting our global voice and collaboration systems, with a primary focus on Microsoft Teams Voice and NICE CXone contact center technologies. This position ensures reliable, high-quality voice and contact center services for users across the enterprise, including global call centers in the U.S. and Belgium. The analyst provides day-to-day technical support, configuration, and maintenance of cloud-based telephony systems, Session Border Controllers (SBCs), SIP trunking, call routing, and voice analytics. The ideal candidate is a technically skilled, customer-focused professional who excels in troubleshooting, documentation, and cross-team collaboration in a global IT environment. ESSENTIAL DUTIES * Operate under the direction of the Manager, Network and Telecommunications to support enterprise voice and contact center systems. * Configure, maintain, and optimize Microsoft Teams Voice including Direct Routing, Operator Connect, Auto Attendants, Call Queues, and device policies. * Administer and support NICE CXone contact center functionality including user provisioning, call flows, skill-based routing, IVRs, and reporting. * Manage Session Border Controllers (AudioCodes, Ribbon, or equivalent) and SIP trunking to ensure stable and secure voice connectivity. * Monitor and analyze system performance, voice quality, and utilization metrics; identify and resolve potential issues proactively. * Coordinate with network engineering teams to maintain QoS, voice VLANs, and connectivity across on-premises and cloud environments. * Provide Tier-2/3 support for complex Teams Voice and NICE CXone incidents, performing root cause analysis and remediation. * Maintain clear documentation including call flows, dial plans, configuration guides, and operational procedures. * Collaborate with security and infrastructure teams to ensure telephony solutions comply with IT governance and security policies. * Evaluate new capabilities within Microsoft Teams and NICE CXone that improve efficiency, user experience, or business outcomes. * Support ITIL-based processes for incident, problem, and change management and participate in Agile projects as needed. * Participate in a global on-call rotation supporting enterprise voice and contact center operations. OTHER DUTIES AND RESPONSIBILITIES * Must be able to work non-standard hours as needed. * Occasional travel may be required to support U.S. and international sites. MINIMUM QUALIFICATION REQUIREMENTS Education * Bachelor’s degree in Computer Science, Information Technology, or related field — or equivalent combination of education and experience. Experience * Minimum 3 years experience supporting enterprise voice or unified communications systems. * Hands-on experience with Microsoft Teams Voice configuration and administration. * Experience supporting or maintaining cloud-based contact center solutions (NICE CXone strongly preferred). * Experience managing SBCs, SIP trunking, and call routing. * Working knowledge of network fundamentals (IP addressing, QoS, routing, switching, VLANs). * Experience working in global or multi-site environments is preferred. Skills * Deep understanding of Microsoft Teams Voice architecture and management. * Proficiency with NICE CXone administration, analytics, and reporting. * Strong knowledge of SIP, codecs, SBC configuration, and voice quality troubleshooting. * Familiarity with PowerShell scripting for Teams Voice automation. * Excellent analytical, documentation, and customer service skills. * Ability to communicate effectively with both technical and non-technical stakeholders. * Strong organization and multitasking abilities within a fast-paced, global IT environment. * Knowledge of ITIL and Agile practices preferred. Certificates, Licenses, Registrations * Microsoft Certified: Teams Voice Engineer Associate (highly desired) * NICE CXone Certified Engineer or similar contact center certification (preferred) * Cisco CCNA or equivalent foundational network certification Ifyouareinterestedinthisposition,thenpleaseclickAPPLYNOW.ForotheropportunitiesavailableatAkkodisgoto. EqualOpportunityEmployer/Veterans/Disabled Benefitofferingsavailableforourassociatesincludemedical,dental,vision,lifeinsurance,short-termdisability,additionalvoluntarybenefits,anEAPprogram,commuterbenefits,anda401Kplan.Ourbenefitofferingsprovideemployeestheflexibilitytochoosethetypeofcoveragethatmeetstheirindividualneeds.Inaddition,ourassociatesmaybeeligibleforpaidleaveincludingPaidSickLeaveoranyotherpaidleaverequiredbyFederal,State,orlocallaw,aswellasHolidaypaywhereapplicable.Disclaimer:Thesebenefitofferingsdonotapplytoclient-recruitedjobsandjobsthataredirecthirestoaclient. ToreadourCandidatePrivacyInformationStatement,whichexplainshowwewilluseyourinformation,pleasevisit" target="_blank">. TheCompanywillconsiderqualifiedapplicantswitharrestandconvictionrecordsinaccordancewithfederal,state,andlocallawsand/orsecurityclearancerequirements,including,asapplicable: ·TheCaliforniaFairChanceAct ·LosAngelesCityFairChanceOrdinance ·LosAngelesCountyFairChanceOrdinanceforEmployers ·SanFranciscoFairChanceOrdinance Pay Details: $50.00 to $60.00 per hour Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Equal Opportunity Employer/Veterans/Disabled Military connected talent encouraged to apply To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable: • The California Fair Chance Act, • Los Angeles City Fair Chance Ordinance, • Los Angeles County Fair Chance Ordinance for Employers, • San Francisco Fair Chance Ordinance Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Company DescriptionGlobal Footprint, Local Impact: As part of the world's second-largest ER&D company, you'll join a network of 50,000 professionals across 30 countries, each contributing to impactful projects worldwide while benefiting from a close-knit community at a local level. Diverse Career Paths: With services ranging from specialist recruitment to cloud infrastructure and sustainability, Akkodis offers a multitude of career paths. Whether you're a software developer, data analyst, or sustainability expert, there's a place for your skill set. Commitment to Innovation: Innovation is our cornerstone. With continuous investments in analytics and market intelligence, we not only predict the future of technology – we create it. Your ideas and innovations will have the space to flourish. Continuous Learning and Development: The Akkodis Academy offers unrivaled opportunities for learning and professional growth, ensuring you remain at the forefront of your field. Our culture values continuous improvement, both for our company and for your career. Inclusive and Collaborative Culture: We believe in the power of diverse perspectives and collaborative work environments. At Akkodis, you'll find a community where inclusivity drives innovation and where every voice is heard. Our Evolution and Your Role in It Akkodis emerged from the strategic merger of AKKA Technologies and Modis in 2023, under the Adecco Group. This fusion created a powerhouse in digital engineering and technology, blending European engineering finesse with global technological capabilities. As we write our next chapter, your skills and vision will be instrumental in driving our continued success. Empowering the Future We're not just creating solutions; we're empowering industries to be more efficient, sustainable, and forward-thinking. Our work in industrial automation, product development, and custom software solutions is setting new standards in technology and engineering. Join the Akkodis Community At Akkodis, you're more than just an employee – you're a vital part of a community shaping the future. We're excited to see where your expertise can take us. Discover where you fit in our diverse range of opportunities and start engineering a smarter future with us today.Global Footprint, Local Impact: As part of the world's second-largest ER&D company, you'll join a network of 50,000 professionals across 30 countries, each contributing to impactful projects worldwide while benefiting from a close-knit community at a local level.\r\n\r\nDiverse Career Paths: With services ranging from specialist recruitment to cloud infrastructure and sustainability, Akkodis offers a multitude of career paths. Whether you're a software developer, data analyst, or sustainability expert, there's a place for your skill set.\r\n\r\nCommitment to Innovation: Innovation is our cornerstone. With continuous investments in analytics and market intelligence, we not only predict the future of technology – we create it. Your ideas and innovations will have the space to flourish.\r\n\r\nContinuous Learning and Development: The Akkodis Academy offers unrivaled opportunities for learning and professional growth, ensuring you remain at the forefront of your field. Our culture values continuous improvement, both for our company and for your career.\r\n\r\nInclusive and Collaborative Culture: We believe in the power of diverse perspectives and collaborative work environments. At Akkodis, you'll find a community where inclusivity drives innovation and where every voice is heard.\r\n\r\nOur Evolution and Your Role in It\r\n\r\nAkkodis emerged from the strategic merger of AKKA Technologies and Modis in 2023, under the Adecco Group. This fusion created a powerhouse in digital engineering and technology, blending European engineering finesse with global technological capabilities. As we write our next chapter, your skills and vision will be instrumental in driving our continued success.\r\n\r\nEmpowering the Future\r\n\r\nWe're not just creating solutions; we're empowering industries to be more efficient, sustainable, and forward-thinking. Our work in industrial automation, product development, and custom software solutions is setting new standards in technology and engineering.\r\n\r\nJoin the Akkodis Community\r\n\r\nAt Akkodis, you're more than just an employee – you're a vital part of a community shaping the future. We're excited to see where your expertise can take us. Discover where you fit in our diverse range of opportunities and start engineering a smarter future with us today.