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The Computer Merchant, LTD (TCM) · 4 hours ago

Unified Communications Analyst

Boston, MA

Full-time

Hybrid

Mid Level

$60/hr - $63/hr

The Computer Merchant, LTD (TCM) is seeking a Unified Communications Analyst to support the implementation of an enterprise-wide upgrade to a new SIP unified communications platform. The role involves managing vendor coordination, providing technical support, and ensuring system enhancements and documentation are completed effectively.

Consumer ElectronicsHuman ResourcesInformation TechnologyStaffing Agency

H1B Sponsor Likely

Responsibilities

Support the strategy and scheduling for the implementation of the enterprise-wide upgrade, migrating all services from legacy Avaya/Centrex to the new SIP unified communications platform

Create detailed time and material estimates for new system builds and large-scale upgrades

Ensure that all vendors (including Local Exchange Carriers (LEC) for number porting) and internal installation teams conform to the scheduled roadmap to deliver on-time

Provide advanced technical and design support for the Avaya Communication Manager (CM), Call Center, and CMS (Call Management System) environments during the transition

Troubleshoot and resolve complex issues within both the legacy Avaya and the new SIP/VoIP/Call Center platforms

Monitor and maintain call center performance metrics, leveraging prior experience with Avaya CMS

Develop and document detailed system configurations and procedures (Visio experience a plus)

Create clear, user-friendly instructions and training materials for end-users across all business units

Assist in training call center agents on new system features

Effectively work across various groups and business units to define technical requirements and processes

Provide input and technical specifications for system upgrades and future platform enhancements (API experience a plus)

Drive a personal vehicle to visit work sites and to assist at emergencies and/or events as needed and or take MBTA to sights

Perform all other duties and projects that may be assigned

Qualification

Avaya Communication ManagerSIP unified communicationsCall Center ManagementAPI experienceVisio experienceTechnical supportTraining materialsDocumentationCross-functional collaboration

Required