Analyst (Network/Telecom services)

TechnoGen, Inc. (formerly known as SYSCOM Technologies) is a Proven Leader in providing full IT Services, Software Development and Solutions for 12+ years.TechnoGen is a Small & Woman Owned Minority Business with GSA Advantage Certification. We have offices in VA,MD & Offshore development centers in India.We have successfully excuted 100+ projects for clients ranging from small business and non-profits to Fortune 50 companies and federal, state and local agencies.

TechnoGen leadership has experience guiding highly skilled and certified professionals delivering end to end IT and Business consulting services projects in public and commercial sectors across the globe.

• 1-7 years of experience in the field or in a related area. 

• Has knowledge of commonly-used concepts, practices, and procedures within a particular field. 

• Relies on instructions and pre-established guidelines to perform the functions of the job. 

• Performs a variety of tasks, such as identify and document business requirements. 

• Works under general supervision; typically reports to a project leader or manager. 

A certain degree of creativity and latitude is required. 

• Provides professional recommendations, technical consultation, and expertise to State staff, and statewide local agencies in regards to Call Center Telephony operations. 

• Resolve telephony problems; contribute to development of criteria, standards, guidelines, evaluation methods, policy and procedure. 

• Responding to requests from local agencies and promotes the Division’s goals. 

• Works with the agency, DTMB Agency Services and the assigned Telecom Liaison gathering business requirements for Call Center requirements from all agencies. 

• Responsible for researching, analyzing, recommending, and implementing telephony contact/call center systems 

• Acts as the State-Wide telephony project lead for State’s contact/call center system related processes, functions, technological advancements affecting call centers and the business processes. 

• Provide information gathering sessions to capture business requirements and business processes related to information technology solutions. 

• Experience working with diverse group, consensus building and team building. 

• Work with telephone coordinators and agencies 

• Utilize tools such as Remedy, Change Point and Share Point 

• Work closely with Avaya and Cisco engineers and technicians 

• Manage various agency requests for services, repairs, maintenance, and other changes to Contact/Call Center Systems. Forward work assignments as needed to the appropriate work units. 

• Collect and analyze data from Avaya Communication Manager and related systems. 

• Uses analytical skills in problem resolution 

• Provide decision support outside normal work hours. 

• Perform other duties as necessary or directed.

• Ability to work independently with various department staff, other state, local and federal agencies to accomplish goals and meet extensive deadlines. 

• Knowledge of current Telephony services and Technologies. 

• Knowledge of Avaya and/or Cisco platforms, call center features and operations. 

• Ability to resolve technical telecommunications problems utilizing multiple vendors/contractors. 

• Ability to communicate effectively, both verbally and in writing. 

• Ability to function under pressure and maintain composure in chaotic situation to resolve service related issues. 

• Understand Call Center features; such as, Automatic Call Distributions (ACD), Call Vectors, and Vector Directory numbers (VDN). 

• Ability to develop work and call flows 

• Excellent customer service skills 

• Work with multiple network platforms, such as; WAN, WLAN, Security, Voice, and Video 

• Disseminate information effectively to all teams and customers 

• Understand a large and complex network environment