New

Sr Voice Platform Analyst

TEKsystems
$44.00 - $54.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Pennsylvania, Harrisburg
Jul 01, 2025
Top Skills' Details 1. 7+ years of experience implementing upgrading, troubleshooting, on-going maintenance and administration of the contact center systems, voice network, and other related applications 2. Knowledge of VMWare virtual server platforms to troubleshoot and support the Voice and Contact Center solutions. 3. Experience monitoring contact center systems and their interactions, work with the vendors for specific applications, prepare reports, respond to telecom requests, provide tier III support, and make recommendations for improving system performance. 4. Avaya experience is needed as this is the current system they are using. They are upgrading it currently. They are in need of someone with Avaya experience as they are upgrading the systems but they also want someone who has experience migrating to new solutions such as MS Teams Voice, AWS Connect, Ring Central...etc. This person needs to be able to keep the current system running, help with upgrades, and aid in migrating to a cloud based new system. Description This role is a technical position primarily responsible for implementation, upgrades, troubleshooting, on-going maintenance and administration of the contact center systems, voice network, and other related applications. This position monitors contact center systems and their interactions, works with application vendors, prepares reports, responds to telecom requests, provides tier III support, and makes recommendations for improving system performance. This position performs at a high level of both complexity and proficiency under minimum supervision. Analyze data to define the desired results of the applications, the restraints upon systems design, and the relationships of the application to other systems, and the controls to be placed on system operations. Maintain call flow, architecture, inter-system dependencies, and the documentation supporting this. Monitor and analyze system traffic, including voice capacity and performance and collaborate with the vendor to ensure PHEAA needs are met. Create or modify telephones, user objects and other configurations in a server-based contact center telephony environment. Perform analysis, diagnosis, and resolution of end user voice/telephony issues and problems, escalating issues and working directly with technical support (vendors) when necessary. Evaluate upgrades to determine changes needed before implementation. Provide technical assistance and support with network design activities. Participate in security and vulnerability meetings and discussions and help in meeting compliance timelines for updates, patches and vulnerabilities identified by the Information Technology (IT) Vulnerability Team. Maintenance of applications running on both the Linux and Windows Server operating systems. Collaborate with and influence other IT departments, functional users and vendors to provide guidance and manage project implementation or user support. Execute enterprise deployments for softphones or Unified Communication (UC) clients. Support installation and lead the maintenance of systems, software, and hardware - e.g. Private Branch Exchange (PBX), Voicemail, Call Recording System, CTI systems, IVR, Auto Dialer, etc... Configure and install server hardware, software and peripheral components according to design or installation specifications and ensure operability. Assist with server hardware, database, network and security administrators to create and maintain a robust technical infrastructure. Apply patches, hot fixes and assist with new release implementations to any of the application server software assigned. Assist in the setup and support of the production environment. Support infrastructure changes based on capacity projections and performance monitoring. Troubleshoot problems getting to the root cause to facilitate solving the problems. Create and maintain thorough documentation. Troubleshoot issues to uncover root cause and provide solutions. Lead the implementation of projects to configure Voice and Contact Center tools PHEAA, including network, software and hardware. Assist in both the evaluation and selection of infrastructure and applications relevant to Voice and Contact Center solutions. Assign project tasks and areas of responsibility to project team from basic to complex. Scope, plan, design, prioritize and implement multiple projects for contact center and telecommunications solutions. Communicate project updates to business and vendors. Assist with developing project quotes, when needed. Track the telephony hardware inventory and work with Purchasing to restock inventory, as needed. Prepare, configure necessary reports. Assist in deployment of application software to any of the production and non-production environments. Troubleshoot problems as they arise and assist with solving the problems. Create and maintain thorough documentation. Deploy IVR applications and monitors PBX Related Systems to ensure full functionality. This position requires participation in a 24x7x365 on-call rotation. The frequency of the rotation depends on the number of members in the team. On-call requires carrying a cell-phone and responding to calls within the agreed upon timeframe set within PHEAA's standards. Home Internet connectivity is required for both the work-from-home and on-call rotation duties. OTHER DUTIES AS REQUIRED Skills* Avaya, Troubleshooting, Cloud, Sharewell, Confinity, Azure Pay and Benefits The pay range for this position is $44.00 - $54.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Harrisburg,PA. Application Deadline This position is anticipated to close on Jul 7, 2025. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.