ResponsibilitiesAssociate Analyst TelecomRemote positionMAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUS's founding mission of Helping Government Serve the People since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes.
By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.As a member of the Telephony Operations team the Associate Analyst will have responsibility for supporting the Cisco Enterprise infrastructure driving the company's IP PBX/VoIP growth. The Associate Analyst will serve in a support role and interact with other Telecom and IT team members as well as various internal customers and external vendors.Job Duties/Responsibilities:
Tier 2 operational support. Manage multiple / simultaneous trouble tickets and service issues. System administration / programming.
Assists with implementation of assigned telephone systems and services, and manage the ongoing maintenance of those systems. Assists with the installation of telephone systems in remote offices for assigned projects. Participate in telephone system design meetings; works with Telecom Engineering, end users and other internal and external groups to understand telephone requirements and meet deadlines.
Performs or coordinates traffic studies, bill analyses, and other research as needed. Creates voice circuit configuration, and submits order to the carrier. Coordinates the installation of voice circuits with telephony vendors.
Maintains current knowledge of telephone and related equipment and services; and recommend changes to maximize current operations. Assures quality of all work products including follow-up of assigned tasks. Assists with proposals and other research as needed.
Performs normal administrative functions associated with a professional management position, such as monthly status reports. Must be willing to travel. Performs other duties as assigned by management.The Ideal Candidate will Possess the Following Additional Education, Experience, and Abilities:
Bachelor's degree from an accredited college or university in Telecommunications or related field (equivalent work experience may be acceptable in lieu of degree). Cisco UCM experience Telecom systems and services trouble shooting and trouble resolution. Performing telephone system moves, adds and changes. Ability to coordinate / manage multiple project orders simultaneously.
Basic system installation and cabling skills. Strong fax server management. Working knowledge of the following telephony technologies:
ACD, IVR, WFM, VoIP, PRI/DS1/DS3, call recording, voice mail, and a variety of telco/data services. Ability to assist with system installations, coordinate equipment and service orders and installations. Ability to coordinate with project staff and vendors to complete billing and traffic analysis as needed.
Ability to communicate effectively (both verbally and in writing). Excellent organizational and interpersonal skills. Ability to perform comfortably in a fast-paced, deadline-oriented work environment. Ability to work as a team member, as well as independently.
Experience supporting multiple site environments preferred. Experience working with commercial telecommunications service providers and telecommunications manufacturer and support vendors is highly desirable. Ability to program on the following systems desired but not required:
I. Avaya CS1000, Avaya Call Pilot and Avaya Aura Contact Center. II. Nortel/Avaya Certifications. III. Familiarity with Telstrat Engage call and screen recording and Pipkins Work Force Management systems.
IV. Familiarity with Avaya IP office, Avaya Communication Manager, and Voicemail Pro. V. Additional phone system programming skills are a plus.Education/Requirements:
Bachelors degree from an accredited college or university or equivalent experience
Technical Skills / Knowledge Required: Proficient in Microsoft Office (Word and Excel). Excellent analytical skills
Subject Matter Expertise/Experience Required: Up to two years of experience using structured methodologies in analysis and/or quality control
Subject Matter Expertise/Experience Preferred: One to two years of professional/related experience
Excellent organizational, interpersonal, verbal, and written communication skills Ability to perform comfortably in a fast-paced, deadline oriented work environment Ability to successfully execute many complex tasks simultaneously Ability to work as a team member, as well as independently Ability to use spreadsheet, database, and/or reporting software to do analysis.
Attention to detail required. Knowledge of other contact center platforms and VOIP protocols Physical Requirements:
Ability to sit for up to 80% of time Ability to lift or carry objects up to 10 lbs. Frequent use of computer, telephone, and office equipment (copier, fax, scanner)The Ideal Candidate will Possess the Following Additional Education and Experience
Typically requires a minimum of 5 years of related experience with a Bachelor's degree; or 3 years and a Master's degree; or a PhD without experience; or equivalent work experience.
Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
Demonstrates good judgement in selecting methods and techniques for obtaining solutions.
Networks with senior internal and external personnel in own area of expertise.
EEO StatementEEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce.
We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you.
A committed and diverse workforce is our most important resource. MAXIMUS is an Affirmative Action/Equal Opportunity Employer. MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.