Job Description
Job Description
The Voice Services Telecommunication Sr. Analyst Engineer position is responsible for the implementation and maintenance of telephone hardware and software in a very complex and high paced, multi-tasking environment.
The Sr. Analyst Engineer will be responsible for the implementation of telephony applications and hardware within the Voice Services Infrastructure environment. This includes core platforms and related adjuncts, within multiple vendor environments which includes Avaya and Microsoft Teams. Working knowledge of System and Session Manager, Avaya Media-servers and gateways, Avaya phones, announcement creation and management, and VDN and Vector Design. Other duties include adding, moving and changing telephone systems and providing support to all Enterprise locations.
The Sr. Analyst will work cross-organizationally to set-up and/or resolve issues with the network infrastructure team, call recording teams or call routing teams. Assisting in the designing of system layouts/configurations and planning new product implementations to meet business needs. The position has an on-call rotational component to it, along with specialized support during high priority business requirements throughout the year (usually early January during Open Enrollment and/or Welcome Season).
Pay Range
The typical pay range for this role is:
Minimum: 60,000
Maximum: 128,700
Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.
Required Qualifications
* 8+ years experience with traditional voice technologies, including PBX, voice messaging and automation
* 8+ years experience with Avaya Communication Manager, System Manager, Session Manager, Media Gateways and Servers, Avaya IP Endpoints, IP design and Maintenance
* 8+ years experience with Avaya VDN and Vector Design, centralized announcement creation and management.
* 8 years experience with cloud-based telephony services
* 8 years experience with SIP end points
* Advanced knowledge of voice tools, namely Starfish (automation), Aternity, Splunk, Nectar
Preferred Qualifications
* Demonstrated leadership in managing large scale projects and/or technical staff
* Demonstrated skill designing and managing enterprise environments across diverse lines of businesses
* Demonstrated experience and willingness to mentor and motivate others and work well within and across teams
* Excellent interpersonal and communications skills
* Ability to communicate clearly, accurately and professionally, both verbally and in writing
* Strong organizational skills with ability to prioritize work based on timeline requirements; ability to adjust work based on changing requirements
* Ability to work as a liaison with internal teams, managers, other employees, vendors and contractors at all levels of the organization
* Knowledge of carrier services and interfaces
* Experience with problem-solving, trouble shooting
* Demonstrable ability to work independently with minimal supervision and be self-directed
* Ability to think outside the box
* Proficient with MS Office Applications, Windows Operating System, Linux Operating Systems
* Ability to lift up to 40 pounds
* Ability to walk throughout building for up to 2 hour duration
* Healthcare experience is a significant plus
* Experience with high call volume and large contact center environments
Education
* Associates Degree or equivalent work experience required
Business Overview
Bring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.
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