The Telecommunications Analyst will be responsible for the voice environment, which includes the implementation, configuration and maintenance of the VoIP solution. They will also design and implement solutions used by the College to assist students. Which would include but not limited to scripting of business hours, voice messages and Contact Center usage. This position is also responsible for physical inventory and deployment of handsets and soft phone solutions.
Requisition ID:
Position Number: 00001540
Employee Group: Professional, Management and Administration
Schedule: 40 hours/52 weeks
Compensation:
Benefits: Full-time Part-time Limited Benefits
Reports to:
Posting Opens:
Posting Closes:
ESSENTIAL FUNCTIONS
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Design, Implement, and maintain VoIP system
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Configure and implement required scripting for Contact Center environments
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Assign and maintain Enterprise voice extensions
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Assist College Departments with extension and voicemail requirements
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Responsible for call accounting reports
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Create scripts to enhance/automate job functions
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Work with telecommunications vendors to provide services to the College
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Manage inventory required for Telecommunications Technicians services
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Implement and maintain Emergency Broadcast environment
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Work with Technology Staff, project managers and customers to evaluate, find and recommend technology solutions for GRCC
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Assist Network Engineer with switch configuration
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24/7 on-call support of any infrastructure systems
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Regular attendance during normal scheduled hours is required. Being present is essential for serving customers and performing the essential functions of this position
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Performs other related duties as assigned
JOB SPECIFICATIONS
Educational Credentials
Work Experience
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Two or more years supporting a PBX and voicemail system
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Experience working with Contact Center software, including managing call scripts
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Experience working with Print Management systems
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Familiarity with basic networking
Skills
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Ability to configure voice related systems
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Ability to script in multiple environments
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Ability to configure Network infrastructure
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Ability to collaborate with coworkers to solve problems and improve processes
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Ability to manage resources effectively
Physical Demands
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Must be able to lift up to seventy-five (75) pounds
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Ability to sit for extended periods of time; as well as occasional standing, stooping, kneeling or crouching
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Able to communicate verbally, non-verbally, and in written form with or without accommodations
Mental Demands
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An understanding of and appreciation for the community college philosophy and student population
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Strong interpersonal skills and demonstrated ability to work as part of a team
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Willingness and availability to work a flexible schedule
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Able to communicate verbally, non-verbally, and in written form with or without accommodations
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Understanding of confidentiality as related to professional Code of Ethics and FERPA guidelines
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Ability to work effectively and efficiently under stressful conditions, on enterprise systems, which have a major impact on college operations
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Ability to work under pressure while possessing mature judgment and flexibility in regards to interruptions and schedule changes
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Must use good judgment in handling sensitive or difficult situations in a pleasant and professional manner
Working Conditions
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GRCC will comply with any mandated health and safety requirements. Compliance information is available on our policies website
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Must be able to work flexible hours
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Ability to lift and move up to 75 pounds
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Must have transportation to travel between campuses
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This position is remote-work eligible per the College's Remote Work Policy and Agreement
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Able to use standard computer systems with or without accommodations