Telecom Analyst / Developer

PSG Global SolutionsLos Angeles, CA, US

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Answer Financial is one of the largest online auto & home insurance agencies in the U.S., with over 390,000 policies in-force as of December, 2012. It helps to insure more than 1.3 million drivers and homeowners. Insurance shoppers in all 50 states can compare insurance prices from some of the more than 20 top-rated insurers that Answer Financial represents.

Job Description

The Telecom Analyst / Developer IV will focus on IVR and call routing applications, helping to determine organizational strategic needs and developing creative and innovative functional requirements. You will deliver clean and elegant working solutions for the IVR and speech recognition infrastructure. You will also design, implement, and maintain call flows directing incoming calls to multiple groups within the call centers, utilizing dynamic data-driven skills-based routing.

Essential Job Duties / Responsibilities :

Meet with various departments to determine strategic telephony needs
Develop IVR and call routing applications
Maintain proper documentation of system configurations
Keep abreast of current and new technology advances and their potential application for the company
Assist in departmental projects
Review reports and logs for problems and identify appropriate solutions
Provide backup to other telecom and network engineers maintaining telephony hardware and software infrastructure and network hardware and software infrastructure
Share in providing on-call technical support after hours and on weekends as needed

Qualifications

Qualifications :

In-depth knowledge and understanding of call centers and Avaya telecommunications systems, including Communication Manager PBX / ACD, Avaya Aura Experience Portal IVR , Eclipse, and Avaya Application Enablement Services CTI

Administration of Linux systems

Excellent analytical, reasoning, organizational, time management and problem solving skills; excellent oral and written communication skills including ability to interact effectively with executives, customers, vendors and department staff

Attention to detail and follow through including the ability to work swiftly and accurately to meet stringent deadlines

Ability to work in and constructively contribute to team work environment

Ability to maintain the confidentiality of information, and adhere to compliance and security considerations

Ability to prioritize and handle multiple tasks simultaneously

Occasional lifting and / or carrying of 20 lbs. or more

English language fluency required

Optional

In-depth knowledge and understanding of Avaya Session Border Controllers, SIP gateways, voice mail / unified communications

In-depth knowledge and understanding of Verint (Blue Pumpkin) workforce management and Verint QM call recording technologies

Experience in Cisco, Citrix, Riverbed, Checkpoint, and other network technologies

Experience in developing and deploying disaster recovery solutions

Education / Experience :

5+ years of direct experience

BS degree in Computer Science desired

Experience with Microsoft Office Products (Word, Excel, Outlook, Access)

EEO Statement :

All your information will be kept confidential according to EEO guidelines.

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Analyst Developer • Los Angeles, CA, US