Manage service orders and contracts ensuring compliance with scope and costs. Collaborate in project transitions and coordinate with teams for effective service delivery and billing.
About the role
- Senior Telecom Analyst for American Tower managing VoIP and Microsoft Teams environments. Ensuring reliable communication systems across global telecommunications and network infrastructure.
Responsibilities
- manage and troubleshoot Voice over Internet Protocol (VoIP) and Microsoft Teams environments
- perform user administration
- resolve quality issues
- identify opportunities for efficiency improvements
- administer and maintain enterprise voice platforms and related services, including call routing, auto attendants, queues, and voicemail systems
- support and optimize unified communications environments (e.g., Microsoft Teams, Genesys, RingCentral, PureIP), ensuring reliability and performance
- manage dial plans, telecom databases, and ancillary services to maintain accurate and efficient operations
- design, implement, and troubleshoot new voice systems and integrations, collaborating with cross-functional IT teams to resolve complex issues
- contribute to continuous improvement initiatives for voice infrastructure, scalability, and user experience
- assist with new technology rollouts, development, and testing
- work closely with IT Helpdesk staff to resolve daily incidents
- document all voice system processes and procedures
Requirements
- Bachelor’s degree required, with a concentration in Information Technology or a related field preferred.
- A minimum of 5 years of Telecom Analyst experience, including troubleshooting telecom hardware and software, is required.
- A minimum of 5 years of experience with telecommunications systems, including Genesys, Microsoft Teams, Cisco Unified Communications (UC), Avaya, and voicemail, is required.
- Hands-on experience with Microsoft Teams and Cisco Unified Communications (UC) is highly desired.
- Proficiency with Microsoft Office applications (Outlook, Word, Excel, PowerPoint) preferred.
- Strong knowledge of PowerShell preferred.
- Strong desktop support skills required (e.g., Windows 11).
- Highly self-motivated with the ability to manage multiple priorities while maintaining quality and timeliness.
- Ability to clearly and professionally communicate complex technical designs and concepts.
- Willingness to perform occasional tasks outside standard business hours, including evenings and weekends as needed.
- Strong written and oral communication skills, including the ability to present ideas and suggestions clearly and effectively.
- Ability to work with different functional groups and levels of employees to effectively and professionally achieve results.
- Strong organizational skills; ability to accomplish multiple tasks within the agreed-upon timeframes through effective prioritization of duties and functions in a fast-paced environment.
Benefits
- healthcare coverage
- 401(k) savings plan
- paid time off
- company holidays
- sick leave
- parental leave
- access to an Employee Assistance Program focused on mental and financial wellness
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