Description

You will bridge technical voice engineering teams and business stakeholders to define system requirements and resolve Cisco voice system gaps.

This role is remote.

Responsibilities

• Gather telecommunications user data from agencies under aggressive timelines.
• Partner with Tech Services and Voice Engineering to define business processes and integration needs.
• Create functional documentation including data mapping, call flows, and technical requirements.
• Identify migration candidates by extracting user and phone number data from CUCM, CUC, Unity, and Workday.
• Interview managers to document specialized telephony needs such as Hunt Groups and shared lines.

Required Skills

• 3+ years of professional experience analyzing and optimizing applications.
• 2+ years of experience leading projects of varying sizes.
• Strong foundation in telephony features, voice technologies, and digital/analog telecommunications systems.
• Experience with contact center operations and omnichannel communication platforms.
• Proficiency in gathering, refining, and validating complex business requirements and interdependencies.
• Ability to develop technical and functional system specifications and user requirement documentation.
• Hands-on experience with data mapping activities.
• Skill in creating flow diagrams using Lucidchart, Microsoft Visio, or Excel.

Preferred Skills

• Experience with Cisco Call Manager, Unity voicemail, and AWS Connect Cloud Contact Center solutions.
• Prior experience working in the public sector at the municipal or county level.

Key Skills

Education

Not specified