Sr. Telecommunications Analyst/Engineer

Lifeline connects individuals to the support of neighbors, friends and emergency services in the community. The individual served is able to directly contact trained Lifeline staff 24 hours a day from around their home and yard by simply pressing a button. A Lifeline monitor assesses the individual's needs and quickly sends the appropriate support. Over the years, Lifeline has provided this service to more than 4 million people across North America. Our success is directly related to our ability to stay focused on our mission, which is to work closely with healthcare providers, social service and other organizations that provide elders with the ability to live in their own homes. We are passionate about those we serve and strive to provide reassurance, peace of mind, and a caring response to those who depend on our service. Your Responsibilities: JOB PURPOSEThe Senior Telecommunications Engineer will be responsible for the support, enhancement and implementation of our 24 x 7, mission critical, multi-site, telecommunication environment. The Senior Telecommunications Analyst / Engineer will also play a consultative role to the business units regarding how technological options can be used to improve customer service and increase staff productivity.MAJOR RESPONSIBILITIESEngineering & Analysis* Aid in determining Customer Business Requirements and driving them to completion.* Responsible for development activities that require specialized system programming relating to the Call Center Telecommunications environment.* Assist in the implementation of major hardware and software changes, installations, and reconfigurations.* Evaluate new technology and make recommendations based on company/call center requirements.* Participate in committees, task forces, or other activities as directed.Support* Provide daily administrative and 7x24 operational support for Lifeline's multi-site Caresystem Monitoring Centers. The environment includes Avaya 8700 PBX's w/ IP gateways, ACD Systems, Voicemail, IP Telephone, Call Accounting System, and related network services.* Provide all required support activities for station adds, moves and changes, including voicemail and call accounting systems administration, configuration, and maintenance.* Ensure adequacy of telecommunications resources to support Company requirements (e.g., station terminals, port, circuit assemblies, trunks, etc.). Ensure that user needs are identified and quality services are delivered in a timely fashion.* Provide inventory management for telecommunications resources, which includes procuring, accessing, and receiving inventory.* Prepare monthly Telecom Billing for internal chargeback and Management Reporting.* Manage multiple projects. Your Profile: QUALIFICATIONSEducation and Experience: * BA/BS in Business or Computer Science. * Minimum of 3-5 years' management/administration/analysis/operation experience with PBX, ACD, CAS, Voicemail, and 800 Advanced Features. * Extensive experience with AT&T G3, CTI, InterVoice IVR, systems is highly desirable. * Minimum of 5 years experience in call center operations/support. Other* Two or more years of proven project management responsibility, preferably in technical environments.* Solid written and verbal communications skills.* Familiarity with at least three of the following: MS Operating Systems (Windows XP, Server 2000, Server, 2003 SQL 2005), Avaya CMS, Business Objects, Digital Call Recording or Computer Telephony Integration products.* Must be proactive in monitoring the status of the environment and extremely responsive in the event a condition occurs which threaten the stability of the environment.* An understanding of customer needs, responsive implementation, attention to detail and follow up are important elements. Contacts: Philips Notes Job ID: 54145 Apply here View all "Philips" jobs Learn more about Philips Send this Job to a Friend