Overview

The Network & Telecom Operations team is looking for an enthusiastic & experienced Telecommunications Analyst II to work on the implementation and development of new & existing applications. This Telecommunications Analyst II maintains and evaluates the company’s telecommunications systems. Plans, produces and assesses telecommunications software solutions. Conducts customer training related to telecommunications features and functionality. Directly responsible for supporting, implementing and troubleshooting multi-site, multi-contact call center telephony operations to include ACD/CMS operations, intelligent call routing, carrier operations, VoIP technologies, and network reporting for management. Relies on knowledge and professional discretion to achieve goals. Responsibilities:Administer and monitor outbound dialing campaigns including design, build and maintenance of campaigns, calling lists, filters and reports;Coordinate departmental schedules in conjunction with supervisors and managers, including all training, meetings, and miscellaneous events that could affect service levels within the call center;Establish a proactive approach to dynamically monitor and manage real-time call center activities;Maintain compliance with Inovalon’s policies, procedures and mission statement;Gather call routing business requirements and design & maintain call flows to satisfy those business requirements;Analyze current call volume & traffic to ensure phone system service levels;Analyze and maintain IVR, Call Center Quality Assurance, Outbound Dialers systems performance and capacity to meet proper Call Center service levels are met;Administer Cisco Unified Communications (UC) application to provide call reporting to business units – including system maintenance, integration with external systems;Use business writing skills to create end user communications and documentation for departmental processes / procedures;Manage design, deployment, troubleshooting, and maintenance of Voice and call center infrastructure and systems;Work with business functions to implement innovative call center solutions that align with business goals and objectives;Define detailed functional and technical specifications required to satisfy business requirements for programs, projects, and releases;Integrate design to the systems to manage managing call scripts, outbound campaigns, IVR call flows, system databases and reporting;Design, implement and maintain application-specific blueprints, life-cycle plans, and roadmaps;Provide solution planning and estimating of programs and projects;Create documentation on Voice and call center technology process flows;Communicate design, functional, and technical specifications to development team;Oversee issue resolution on-site and through third-party vendors;Ongoing ownership of all Voice and call center systems / IVR post deploy, including upgrades, enhancements and any other related projects or incidents;Troubleshoot and maintain call flows;Telecom systems and services trouble shooting and trouble resolution;Performing telephone system moves, adds, changes and deletes; andSpecific Telecom Work Required: Cisco ICM scripting, CUCM MACD’s, Call Recording Admin and Mobile device administration.Qualifications:Associates degree (or High School Diploma/GED and equivalent work experience);A minimum of 4 years of IT experience;A minimum of 2 years of experience working with Call Center Technologies including outbound dialer systems, interactive voice response systems, PBX, voicemail, and call management systems;VMware experience is a plusPrevious project management experience;Proficient use of Microsoft Office Suite to include Excel, Access and PowerPoint;Cisco Certifications are desired, but not required;Previous experience with executing multiple simultaneous and/or small projects;Previous experience working on a technical team;Strong problem solving and analytical skills;Strong communication and presentation skills;Ability to interact at all levels and across functions within an organization;Ability to manage customer expectations;Ability to effectively prioritize assignments and work under pressure; andStrong sense of urgency and detail.Inovalon provides equal employment opportunities (EEO) to all employees and applicants for employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminatedPI93743710Apply Here