Telecommunications Analyst

Job Summary

We are seeking a skilled Telecommunications Analyst II to develop, maintain, troubleshoot, and support enterprise telecommunications and technology infrastructure. The ideal candidate will have hands-on experience with Cisco Call Manager, VoIP platforms, call center systems, voice gateways, and network connectivity.

This role will support business communication systems, ensure reliable telecommunications operations, resolve technical issues, coordinate with external vendors, and recommend solutions to improve system performance and business efficiency.

Key Responsibilities

• Analyze business communication needs and recommend appropriate telecommunications solutions.
• Maintain, upgrade, and troubleshoot Cisco Call Manager, enterprise VoIP platforms, and call recording systems.
• Configure and support call center systems, including holiday schedules, Interactive Voice Response (IVR), call routing, Direct Inward Dialing (DIDs), and extension changes.
• Diagnose and resolve issues involving VoIP, analog telephone equipment, cube routers, and network connectivity.
• Configure and support voice gateways and troubleshoot voice traffic through cube routers.
• Support overhead paging systems and remote door/gate access equipment, coordinating with vendors as needed.
• Generate confidential voice and data management reports, including system availability and usage metrics.
• Test and evaluate telecommunications equipment and recommend replacements when necessary.
• Respond to user inquiries and service requests, documenting all work through the ticketing system.
• Collaborate with external vendors to investigate and resolve telecommunications issues.
• Maintain inventory of telecommunications equipment, supplies, and tools.
• Communicate project progress, escalate technical challenges, and coordinate priorities with leadership.

Required Qualifications

• Bachelor’s degree in Telecommunications or a related field; equivalent education, training, and experience may be considered.
• Minimum of 3 years of telecommunications or IT infrastructure experience.
• Hands-on experience supporting Cisco Call Manager and enterprise VoIP platforms.
• Experience with Cisco Jabber and Cisco Finesse.
• Strong troubleshooting skills across voice, data, and network communication systems.
• Knowledge of telecommunications cabling, including 66-block cross-connects and structured cabling.
• Experience configuring and supporting voice gateways and related telecommunications equipment.
• Ability to diagnose connectivity issues and troubleshoot traffic through cube routers.
• Familiarity with Microsoft operating systems, including Windows 10 and Windows Server.
• Strong analytical, organizational, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work independently, prioritize tasks, and collaborate effectively with technical and business teams.

Preferred Qualifications

• Cisco or other relevant telecommunications certifications.
• Knowledge of SIP trunking and voice network integration.
• Experience integrating telephone systems with door and gate badge-access systems.
• Proficiency in toning and tracing telecommunications cabling.
• Experience coordinating with external vendors to troubleshoot and resolve telecommunications issues.