TEKsystems · 21 hours ago
VoIP Network Analyst
New York, NY
Contract
Hybrid
Mid Level
$40/hr - $50/hrTEKsystems is a leading provider of business and technology services, and they are seeking a VoIP Network Analyst to support their contact center operations. The role involves providing comprehensive operations support for the enterprise contact center infrastructure, resolving technical issues, and managing day-to-day operations of Cisco Packaged Contact Center Enterprise and Contact Center Express environments.
Information Technology
Responsibilities
Manage and resolve UC and Contact Center incidents, service requests, tasks, and change management tickets to ensure user satisfaction and optimal system performance
Respond to and resolve technical issues escalated to problem tickets regarding UC and Contact Center functionality
Diagnose user and technical problems by analyzing system logs, network traces, and configuration settings to identify root causes and implement solutions
Perform routine maintenance tasks like updating system configurations, managing user access, adjusting call routing rules, and modifying agent schedules based on business requirements
Monitor system health actively through dashboards and alerts, identifying potential issues and taking corrective actions to prevent service disruptions
Generate reports on key performance indicators (KPIs) such as the volume of UC and Call Center tickets, the frequency of recurring issues, the nature of customer requests, and system availability to identify trends and opportunities for improvement
Collaborate with customers to understand their needs, provide technical guidance on best practices for utilizing Contact Center features, and address customer concerns
Assist with integrating Contact Center with other systems, such as CRM, workforce management, and authentication platforms, ensuring seamless data flow and functionality
Manage day-to-day operations of PCCE/UCCX, including user and script modifications
Offer technical support for PCCE/UCCX, addressing issues, requests, and questions
Handle deployment, integration, and testing during contact center migrations
Troubleshoot PCCE/UCCX issues effectively
Debug and troubleshoot quality monitoring systems, potentially involving Calabrio Cloud QM & WallboardFX
Assist in project analysis, implementation, and ongoing support for PCCE and UCCX
Contribute to internal technical projects as needed
Facilitate knowledge transfer within the team and to other departments
Perform other job-related duties as assigned
Qualification
Required
Must be a self-motivated individual who can work in a fast-paced, dynamic environment and a strong desire to learn and succeed
Experience managing and maintaining complex systems, including user access control and security measures with Cisco Call Manager, Cisco Contact Center Enterprise, Webex, Verint, Calabrio, or similar platforms
Strong problem solving and analytic skills to isolate problems, recommend solutions and implementation of solutions
Excellent written and verbal communication skills
Excellent computer skills in Word, Excel, Presentation, Project and Visio
Excellent people skills with the ability to handle difficult personnel situations
Ability to establish and define automated system installation/configuration procedures
Ability to create System Run Books, defining day-to-day support, maintenance, troubleshooting knowledgebase of the infrastructure
Excellent analytical skills and the ability to apply them towards the investigation of existing installations
Ability to establish performance models and validation techniques
Must be able to communicate effectively with technical and non-technical audiences
Should have an understanding of current industry trends and their advantages with the ability to right fit into an existing environment
Experience in a large enterprise contact center environment
Must be a self-starter with the ability to work independently and in a collaborative team environment
Should have a Bachelor's degree at least
Benefits
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)
Company
TEKsystems
At TEKsystems, they understand people. Every year they deploy over 80,000 IT professionals at 6,000 client sites across North America,
Founded in 1994
10001+ employees
H1B Sponsorship
TEKsystems has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (46)
2024 (52)
2023 (33)
2022 (22)
2021 (36)
2020 (53)
Funding
Current Stage
Late StageLeadership Team
Ryan Skains
Vice President, TEKsystems Global Services
Recent News
2025-11-19
2025-10-29
Company data provided by crunchbase