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Telecommunication Analyst III

Employer
National General Insurance
Location
Winston Salem, North Carolina
Salary
Not Specified
Closing date
Apr 16, 2019

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Category
IT
Job Type
Full Time
Career Level
Not Specified

Job Details

Primary Purpose:

This position is responsible for design, architecture and management, to include all aspects of the telecommunications infrastructure for all locations. This includes accountability for system stability and performance and ensuring that company objectives are met.

Essential Duties and Responsibilities:

  • Designs, manages, programs and controls telecommunications systems for all locations on a corporate level. Includes serving as technical consultant to end-users and less experienced personnel.
  • Analyze business requirements, provide time estimates, create and modify Call Flow Diagrams, preparation of design documents, system development, and production handover.
  • Maintains 7x24x365 support coverage. This includes monitoring and directing resolution of outages, issues and maintenance of all telecommunications systems.
  • Investigates and provides root cause analysis for all telecom interruptions and provides mitigation plans to prevent reoccurrences.
  • Coordinate with vendors, internal technical teams, and other staff as necessary to gain assistance and resolve problems with the platform and associated applications
  • Participates in the management and execution of all projects in the telecommunications environment. Larger projects may be assigned a specific project manager.
  • Mentors junior resources in the voice communications job family.
  • Works closely with resources in the data communication group to ensure the telecom network provides an appropriate level of performance to prevent voice quality degradation and interruption.

Minimum Skills and Competencies:

  • Bachelor of Science or equivalent education, training and work-related experience.
  • Expert knowledge of telecommunications systems including PBX and IVR functionality, conferencing, voicemail and other telecommunications systems.
  • Strong analytical skills in order to design and provide cost-effective solutions to support business initiatives and project requirements.
  • 6+ years of related work experience with Interactive Intelligence CIC platform.
  • Excellent communication and interpersonal skills that include the ability to provide clear explanations of problems and resolution conclusions with all levels of management.
  • The ability to work with business representatives to develop detailed requirements and project plans to support new initiatives.
  • Competent in the use of software that includes Excel, Word, Project, PowerPoint, and Visio.

Desired Skills:

  • In depth knowledge of Interactive Intelligence Customer Interaction Center platform.
  • In depth knowledge of large call center environments.
  • Experience in insurance or financial services environments.
  • A high degree of initiative, mature judgment, and desecration.
  • Interactive Intelligence ICCS certification required, ICCE certification preferred.
  • Cisco Nexus configuration and administration
  • Cisco IOS router and switch configuration and administration
  • EIGRP and BGP routing
  • Checkpoint Firewall-1 security administration
  • F5 Big IP configuration and support including global server load balancing
  • Configuration and administration of Riverbed Steelhead WAN acceleration
  • Design and monitoring of MPLS wide area networks
  • Ability to understand and utilize IP packet captures
  • Ability to understand and utilize netflow data

Company

National General Insurance Group is a specialty personal lines company and is one of the largest automobile insurers in the United States. National General Insurance Group, through its eleven insurance subsidiaries and other affiliated companies, offers property and casualty products, including personal auto, RV, motorcycle and commercial auto as well as accident and supplemental health insurance products. 

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