Systems Analyst – Telephony Specialist

Systems Analyst – Telephony Specialist

by Brian Borsa|April 21, 2010
  • Permanent
  • Arkansas
  • Reference: ARKproverbs3:5




The Systems Analyst – Telephony Specialist provides technical design, installation, configuration, and support for the company’s IP telephony systems to meet business requirements. Some of the work entails installation / upgrade of core / ancillary system components, software configuration, and end-user support. The ability to work independently and self-educate in a highly autonomous and unsupervised setting is required. This position requires a Bachelor’s degree in a Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience.  Also required is 3+ years of business experience



·         Designs, implements, configures, and supports the company’s Interactive Intelligence IP telephony system to meet business requirements

·         Installs, upgrades, registers, and configures supporting applications

·         Conducting wellness checks and monitoring the health of assigned applications 

·         Manages user accounts and permissions as required by applications

·         Administers desktops including O/S, Driver, and application installations, patches, and ongoing support

·         Develops training curriculum, guides, instructions and conducts user training in one-to-one and group settings

·         Develops and maintains a separate testing environment for system

·         Works with 3rd party vendors, consultants, contractors, and service providers for supported applications – including problem resolution and escalating as necessary

·         Provides information regarding licensing, hardware, and software needs for future planning and budgeting

·         Provides technical support to users with very different levels of IT knowledge and competence

·         Maintains friendly and professional attitude in stressful situations

·         Works closely with other teams for problem resolution and project coordination

·         Work closely with vendors to define solutions that meet business needs

·         Is available during regular hours of operation for response to system issues/failures

·         Is available during non-business hours of operation for system issues/failures

·         Perform other duties as assigned by manager or management




·         Ability to perform all Essential Duties and Responsibilities listed or inferred in this job description.

·         Ability to work with telecommunication providers to effectively communicate and troubleshoot issues

·         Ability to identify problems and opportunities for improvement, develop possible solutions, and suggest the best course of action

·         Ability to determine business needs and solve those needs with software applications

·         Ability to be responsive to changing business needs and technical requirements

·         Ability to work independently or in a team environment

·         Ability to self-organize and prioritize without constant supervision or direction.

·         Ability to self-educate in a highly autonomous and unsupervised setting

·         Ability to develop effective training materials.

·         Ability to effectively and efficiently train and educate end users.

·         Ability to write, speak, and effectively relate to users on an interpersonal level.

·         Ability to clearly, quickly and effectively relate technical terms to non-technical personnel and end users

·         Ability to handle concurrent assignments and effectively prioritize them

·         Ability to apply knowledge of multiple technologies as appropriate

·         Ability to multitask on various small and large projects and support work

·         Ability to install computer and telephony hardware/software

·         Ability to troubleshooting and solve problems in a timely manner.

·         Team player; shows initiative; exercises good judgment; strong follow through; effectively manages time; maintains flexibility; good verbal and written communication skills.




·         Bachelor’s degree in a Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience.

·         3+ years of business experience

·         Knowledge and experience with Microsoft client and server operating systems.

·         Experience with applications running Windows Server, SQL and all windows operating systems

·         Experience with IP telephony

·         Experience with Interactive Intelligence’s solutions including the Customer Interactive Center (CIC) solution given additional consideration.

·         ICCE given additional consideration

·         Experience with Outbound Dialing, Workforce Management or Quality Assurance products given additional consideration

·         Experience with SIP Carriers given additional consideration

·         Hardware:  Intel/Compaq Servers, Dialogic, Aculab, Audiocodes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.)    

·         Software: Dialogic/HMP, Visio 2003, MS Exchange, MS SQL Server, MS Project, MS Office (Word, Excel, PowerPoint, Access), Email (MS Outlook), Intel Server Management

·         Operating Systems: (Windows Server 2008, 2003 (Workstation and Server), XP, 7)



·         Basic skills including but not limited to addition, subtraction, multiplication and division of whole numbers, decimals, and fractions



·         This position may require you to provide personal cell phone with service that has the ability to connect with an enterprise email server on a continually basis.

·         Ability to periodically lift 50 pound servers

·         Must be able to sit for prolonged periods of time

·         Required to stand, walk, use hands, reach, stoop, kneel or bend, talk, hear, write



·         Must be able to problem solve using deductive reasoning in a timely manner



·         Moderate to loud noise level

·         Fast paced and positive



To apply for this job email your details to brian@cycle3it.com

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