Unified Communications Analyst
Kforce has a client that is seeking a Unified Communications Analyst in Boston, MA. Responsibilities:
- Unified Communications Analyst will support enterprise-wide migration from Avaya/Centrex to SIP unified communications, including strategy, scheduling, and implementation roadmap
- Prepare detailed time and material estimates for system builds and upgrades
- Coordinate vendors and internal teams to meet deadlines
- Provide advanced technical and design support for Avaya CM, Call Center, and CMS during transition
- Troubleshoot complex issues across legacy Avaya and new SIP/VoIP platforms
- Monitor and maintain call center performance metrics
- Document system configurations and procedures (Visio preferred)
- Develop user-friendly instructions and training materials; Assist in training call center agents on new features
- As a Unified Communications Analyst, you will collaborate with multiple business units to define technical requirements and processes
- Provide input and specifications for upgrades and future enhancements (API experience a plus)
- Travel to work sites as needed for emergencies/events
- Perform other assigned duties and projects
- Experience with enterprise-wide telephony migrations (Avaya/Centrex to SIP/VoIP platforms)
- Strong knowledge of Avaya Communication Manager (CM), Call Center, and CMS environments
- Knowledge of API integrations and system enhancement processes
- Familiarity with call center performance metrics and Avaya CMS reporting
- Proficiency in troubleshooting complex issues across legacy and SIP/VoIP systems
- Skilled in coordinating vendors and internal teams to meet project deadlines
- Strong documentation skills; Experience with Visio for system diagrams preferred
- Effective cross-functional collaboration and communication skills
- Ability to create detailed time and material estimates for system builds and upgrades
- Ability to develop clear training materials and conduct end-user training sessions
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