Description

Position at Lifetouch Inc.

Lifetouch Inc., a Shutterfly Inc. Company has an exciting opportunity for a Telecom Analyst. This role provides mid-level professional support for the implementation, management, and evaluation of all phases of the telecommunications program or plan for a Lifetouch Company or segment.

Primary Duties and Responsibilities  

  • Interfaces with the Telecom Team Lead to ensure that telephony equipment is operating, administered, and documented per Lifetouch requirements.
  • Supports local Cisco Call Manager environment, including Unity, UCCX, Attendant Console, and E911, by performing routing moves, adds, and changes.
  • Maintains Call Manager servers by performing updates and verifying backups are running.
  • Supports through remote access field, production, and office environments including Cisco Call Manager, Interactive Intelligence Customer Interaction Center, and Siemens HiPath 3000/4000 systems.
  • Diagnoses and troubleshoots problems and take corrective action. Work with vendors when necessary.
  • Designs, maintains, and assesses current or future telecommunications systems and equipment.
  • Maintains telecommunications documentation for all supported Lifetouch locations including voice network diagrams, toll free numbers, wireless device inventories, and IP addresses.
  • Handles moderately complex duties within the telecommunications function, including tasks associated with network design, engineering, implementation, or operations/user support.
  • Provides analytical support and consultation on projects to ensure appropriate design, implementation, testing, and documentation
  • Works with Company and cross-functional project team members to analyze, define, implement, model and test

Education

  • Bachelor’s Degree in IT or equivalent experience
  • IT function specialty certifications including CCNA

 Experience

  • 2 to 5 years in specific IT function

Other (knowledge, skills, and abilities):

  • Knowledge of all phases of specific IT function
  • Experience with Cisco Call Manager and Cisco Unity is required. Experience with Cisco Contact Center Express, Cisco Enterprise Attendant Console, and Cisco Emergency responder preferred.
  • Working knowledge of Cisco IP phones, switches, routers, and related hardware.
  • Adept a managing moves, adds, and changes (MAC), software, hardware, system design changes and upgrades.
  • Excellent interpersonal skills, effective team player, ability to communicate effectively both oral and written.
  • Good analytical and problem solving skills.
  • Strong organizational skills; attention to detail.
  • Self-starter with the ability to prioritize workload and consistently meet deadlines.
  • Solid computer skills; strong knowledge of Microsoft Office applications with an emphasis on Excel and Viso.