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Advantage Communications

Cisco Unified Systems Analyst

Advantage Communications

  • Kingston and St. Andrew
  • Not disclosed
  • Temporary full-time
  • Updated 18/06/2016
  • HRD

This position performs the tasks necessary to analyze, configure, implement, and support the organization’s voice network infrastructure, with primary focus on our IVR systems, call routing as well as maintaining our Cisco Unified Communications Suite.

Why Join Us?

Advantage Communications is an outsourced contact centre company operating in both Jamaica and Canada.  We’re known as “the nice guys” in the contact centre industry and have kept a relatively low profile in the marketplace over the last 18 years.  Advantage has created a culture of reliable and engaged staff that have become ambassadors of our brand.  We hire capable and innovative individuals who share in our values and fit within our culture.  We want to you to become part of our team. 

“The only people we treat better than our clients, are our employees. We love our staff,” Kent MacPhee, President & CEO of Advantage Communications Inc.

SUMMARY

This position performs the tasks necessary to analyze, configure, implement, and support the organization’s voice network infrastructure, with primary focus on our IVR systems, call routing as well as maintaining our Cisco Unified Communications Suite. This will involve working closely with all stakeholders to develop detailed design and execution of strategic solutions. The position entails monitoring of our voice networks, troubleshooting, cooperative engagement with other departments and vendors, working to resolve network, application, and configuration issues/concerns, and analysis and implementation of system changes.

 Job Duties

ESSENTIAL DUTIES AND RESPONSIBLITIES include the following, however other duties may be assigned.

Responsible for the development, support, and maintenance of network voice infrastructure, with emphasis on Cisco Contact Center & Cisco Voice platforms, including both remote and hands-on support of other groups, vendors, and customers.   

•     Designs new IVR applications, leveraging web services, databases and other external applications.
•     Designs new complex business rule routing applications.
•     Creates, maintains, and troubleshoots call centre user accounts and configuration.  
•     Identifies and solves/fixes technical problems within the call center voice environment ensuring SLAs are maintained.  
•     Thoroughly diagrams voice solutions, configurations, break/fix procedures, call flows and routing designs.
•     Analyzes business requirements and provides recommendations on call routing, integration with current infrastructure, and potential future state in order to maximize customer satisfaction.  
•     Develops and participates in CCUM testing and is responsible for recording and tracking test results.
•     Acts as technical advisor on Telecom owned or other groups’ projects and designs.
•     Assists stakeholders in developing long term, enterprise level planning around Telecom standards and process.
•     Adheres to and enforces the appropriate security policies based on the sensitivity of company data. 
•     Mentors and provides training to Telecom specialists, NOC, Desktop, and other personnel.
•     Escalates complex issues to the appropriate department; following up until resolution has been achieved.  
•     Responsible to develop and provide various reports which meet business needs.   Responsible for special functions and duties as directed by management.

SUPERVISORY RESPONSIBLITIES

 This position has no direct reports.    

Qualifications

KNOWLEDGE AND SKILLS  

  • Understanding of and/or aptitude with scripting or programming languages.
  • Strong troubleshooting skills that allow for quick assessment and resolution of complex issues.   
  • Excellent verbal and written communication skills, ability to present complex ideas and designs to a variety of technical or non-technical stakeholders.
  • Understanding of call centre operations would be an asset.  
  • Creative thinker with great time management skills.
  • Proficient in Microsoft Office products – with specific concentration in Excel.
  • Strong knowledge with relational database systems, including SQL.
  • Ability to work effectively and diplomatically across all levels of cross functional teams.  
  • Strong customer focus. 
  • Highly analytical and logical in approach.      Ability to adjust priorities in rapidly changing environments; work well under pressure.

EXPERIENCE  

•        Experience working in mid to large multi-site contact centre operation with progressive career growth would be an asset.  
•        Five (5) years of experience working with call management platforms such as AVAYA CMS Supervisor or Cisco Unified Intelligence. 

EDUCATION/CERTIFICATION  

•        Bachelor’s degree in Management, Information Systems, Computer Science, or equivalent field or equivalent work experience.
•        Certifications such as Avaya - ACS/ACN/ACA or Cisco - CCNA/CCNP/CCIE, similar professional certification and specialized training related to telecommunication would be an asset.  

OTHER

•        Satisfactory completion of a criminal background check.
•        Internal reference check is required.  
 About Us
“Our team has created a culture of caring within our organization where employees come first.  We have a strong and innovative team, one that I am proud to be a part of,”   Ryan L. White, Director of Human Resources. 
Advantage Communications is a trusted partner in outsourced business solutions for high-growth and Fortune 1000 companies in the telecommunications and banking verticals. Since 1996, the company has developed a strong reputation for creating meaningful jobs, boasting some of the lowest turnover rates in the industry. Advantage has locations in Atlantic Canada and Jamaica providing outsourced technical support, help desk, and customer care solutions for clients across North America.
We thank all parties for their interest however, only shortlisted applicants will receive interviews.

Ref: CUSA-06182016

Advantage Communications

Advantage Communications

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