Hybrid Senior Analyst – Telecom

at American Tower

• Job title: Senior Analyst – Telecom
• Job type: Full Time
• Experience level: Senior
• Salary: $114,000 - $144,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: VoIP
• Location requirements: Hybrid, Woburn, United States

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