Voice Analyst

Company: Kforce Technology Staffing
Location: Saint Petersburg
Posted on: February 21, 2021

Job Description:

RESPONSIBILITIES:Kforce has a client that is seeking a Voice Analyst in Saint Petersburg, FL.Summary:A Voice Analyst provides troubleshooting of the enterprise telephony infrastructure which include devices across the campus and in branches. The candidate will be responsible for work Incidents and Requests related to Server/Network/Telephony issues. Documentation, processes, and procedures. PBX hardware and configuration, cabling, phones, and phone configs. Break/Fix of telephones and related equipment and move/add/change/reprogram of the phones. Also, the support and user administration for the phone recording system, contact center, and mobile application. Monitoring and responding to automated alerts, incident tickets, and change orders related to various branch phone systems.This is a support role where the employee typically works out of a queue, working Incidents and Requests from the various business units, branches, and user environments. While many of the tasks they do are documented processes and procedures, the Incidents and Requests all require free thinking and knowledge of how our systems work. Use of in-depth troubleshooting skills to resolve issues, will be necessary.This is a support position where the employee must use their own judgment skills to take the best line of action when resolving an issue based on the various user needs.Voice Analysts have extensive interaction with other departments in Technology, vendors, and branches/business units within the firm. Strong customer service skills are required as this role interfaces directly with the user community.REQUIREMENTS:* Will typically have a B.S. in Computer Science or related degree, and two (2) years of experience in voice administration* May have related certificationsMust have Technologies:* 2+ years of experience with Avaya Communication Manager* Experience with Verizon Contact Center/NICEinContact* Deep knowledge of VoIP and IP Phone/trunksPreferred Technologies:* Voicemail Platforms: Avaya Aura Messaging preferred* Call Recording platforms (NICE) is highly preferred* Turrets (Speakerbus) is highly preferred* SIP protocol* Video transport protocols H.320 and H.323* ISDN architecture and implementation* System and Session Manager* Call Accounting Software (Veramark, Calero)* Hoot and Holler (Speakerbus)* Oracle session border controllers (SBC)Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. - provided by Dice

Keywords: Kforce Technology Staffing, St. Petersburg , Voice Analyst, Professions , Saint Petersburg, Florida