Unified Communications Analyst

DescriptionThey will provide comprehensive operations support and analysis for our enterprise contact center and collaboration infrastructure. The role involves resolving technical issues related to Unified Communications and Contact Center functionality, including call routing, agent logins, IVR menus, recordings, and system performance in a complex environment. This person should be able to: Manage and resolve UC and Contact Center incidents, service requests, tasks, and change management tickets to ensure user satisfaction and optimal system performance. Respond to and resolve technical issues escalated to problem tickets regarding UC and Contact Center functionality. Diagnose user and technical problems by analyzing system logs, network traces, and configuration settings to identify root causes and implement solutions. Perform routine maintenance tasks like updating system configurations, managing user access, adjusting call routing rules, and modifying agent schedules based on business requirements. Monitor system health actively through dashboards and alerts, identifying potential issues and taking corrective actions to prevent service disruptions. Generate reports on key performance indicators (KPIs) such as the volume of UC and Call Center tickets, the frequency of recurring issues, the nature of customer requests, and system availability to identify trends and opportunities for improvement. Collaborate with customers to understand their needs, provide technical guidance on best practices for utilizing Contact Center features, and address customer concerns. Assist with integrating Contact Center with other systems, such as CRM, workforce management, and authentication platforms, ensuring seamless data flow and functionality.The candidate will manage and support our Cisco Packaged Contact Center Enterprise (PCCE) and Contact Center Express (UCCX) environments. This includes everything from day-to-day operations and technical support to project analysis and implementation. Manage day-to-day operations of PCCE/UCCX, including user and script modifications. Offer technical support for PCCE/UCCX, addressing issues, requests, and questions. Handle deployment, integration, and testing during contact center migrations. Troubleshoot PCCE/UCCX issues effectively. Debug and troubleshoot quality monitoring systems, potentially involving Calabrio Cloud QM & WallboardFX. Assist in project analysis, implementation, and ongoing support for PCCE and UCCX.Contribute to internal technical projects as needed. Facilitate knowledge transfer within the team and to other departments. Perform other job-related duties as assigned. Must be a self-motivated individual who can work in a fast-paced, dynamic environment and a strong desire to learn and succeed. Experience managing and maintaining complex systems, including user access control and security measures with Cisco Call Manager, Cisco Contact Center Enterprise, Webex, Verint, Calabrio, or similar platforms. Between UC and Contact Center, the team is about 10. We are streamlining Operations, Implementation and Engineering. We have more Engineers on the team, and need a few operations team members to support the business. Need a Operational Support resource with ample knowledge to manage customers (Communication/Troubleshooting/Ticket Mgmt.), and escalating to Engineering SMEs as needed. (details in the job description) Supporting all internal users who use our contact center and UC platforms. Tier 1,2, before passing to EngineeringSkillsCisco, UCCX, Voip, Contact Center, SIP, TCP/IP, Telephony, Customer service, Cloud, Call center, TroubleshootingTop Skills DetailsCisco,UCCX,Voip,Contact Center,SIP,TCP/IPAdditional Skills & QualificationsThis person should have strong problem solving and analytic skills to isolate problems, recommend solutions and implementation of solutions. Will work closely with business partners on telephony related projects and initiatives.Provide knowledge transfer to peer engineering teammates. Must have excellent written and verbal communication skills. Excellent computer skills in Word, Excel, Presentation, Project and Visio. Excellent people skills with the ability to handle difficult personnel situations. Ability to establish and define automated system installation/configuration procedures. Ability to create System Run Books, defining day-to-day support, maintenance, troubleshooting knowledgebase of the infrastructure. Excellent analytical skills and the ability to apply them towards the investigation of existing installations. Ability to establish performance models and validation techniques. Must be able to communicate effectively with technical and non-technical audiences. Should have an understanding of current industry trends and their advantages with the ability to right fit into an existing environment. Experience in a large enterprise contact center environment. Must be a self-starter with the ability to work independently and in a collaborative team environment. Must be a self-motivated individual who can work in a fast-paced, dynamic environment and a strong desire to learn and succeed. Experience managing and maintaining complex systems, including user access control and security measures with Cisco Call Manager, Cisco Contact Center Enterprise, Webex, Verint, Calabrio, or similar platforms. Should have a Bachelor’s degreePay and BenefitsThe pay range for this position is $40.00 - $50.00/hr.Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)Workplace TypeThis is a hybrid position in Hoboken,NJ.Application DeadlineThis position is anticipated to close on Feb 14, 2025.About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.