Telecommunication and Digital Technology Analyst

Reporting to the Director of Contact Center Operations, the Telecommunications and Digital Technology Analyst is a member of the Operations team and will play a crucial role in enhancing the telephony and digital technology aspects of our call center operations. You will be responsible for troubleshooting technical issues, identifying opportunities for process and technology improvements, managing contact center UAT process and serving as a liaison between the call center and IT teams. Your expertise will ensure the seamless integration of technology solutions to optimize our customer interactions and overall operational efficiency. In this role you will ensure compatibility and efficiency by staying up to date with emerging telephony and digital technology trends.  

This position is based in our office in Naperville IL. Our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (generally T-TH in office and M & F remote) is required.

Responsibilities include but are not limited to:  

• Collaborate with call center teams, IT, and NGCC (Salesforce) to identify and align telephony and digital technology needs with business goals, improving customer experience and operational efficiency.  
• Monitor and troubleshoot telephony systems, digital tools, and related technologies to ensure uninterrupted call center operations. 
• Serve as a SME for NGCC, proposing and implementing insight-led strategies to enhance customer experience, streamline processes, and drive efficiency. 
• Develop and maintain documentation for NGCC, telephony and digital technology processes, configurations, and troubleshooting procedures. 
• Stay up to date with industry trends and advancements in telephony and digital technology, proactively recommending relevant improvements to leadership. 
• Collaborate with IT teams to prioritize and implement system upgrades, integrations, and enhancements. 
• Participate in project planning and execution related to technology upgrades and deployments. 
• Oversee IVR design and continuous improvement, manage UAT processes for digital technology, NGCC and secure approvals for seamless deployments.  
• Contact Center POC for complex technical issues related to digital systems. Collaborate with IT teams or vendors to resolve issues promptly and minimize downtime.
• Proficiency in change management principles to ensure smooth transitions when implementing new telephony and digital technologies.
• Other duties as assigned by leadership.

Experience and Qualifications of the Role 

• 4 years’ experience working in areas such as Call Center, IT or digital technology in a fast-paced environment. 
• A track record of proven success in telephony systems administration and digital technology integration.  
• Proficiency in telecommunication protocols, VoIP, and a diverse array of digital collaboration tools. 
• Advanced troubleshooting and problem-solving skills to swiftly address technical challenges. 
• Excellent communication and collaboration capabilities to engage effectively with diverse teams. 
• Experience with various telephony systems and platforms. 
• Understanding in managing telephony and digital technology projects, from planning and implementation to ongoing optimization. 
• Advanced troubleshooting skills to diagnose and resolve complex telephony and digital technology issues.

Computer Skills Needed to Perform the Job   

• Proficiency in Microsoft O365
• Strong Excel skills required  
• Working knowledge operating systems; i.e. Window
• Familiarity with telephony software and platforms such as Cisco, Amazon Connect

Competencies 

• Dealing with Ambiguity- Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
• Priority Setting- Spends his/her time and the time of others on what's important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.
• Functional / Technical Skills- Has the functional and technical knowledge and skills to do the job at a high level of accomplishment. 
• Problem Solving- Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers. 
• Business Acumen- Knows how businesses work;