Summary:OpenEdge, a division of Global Payments is seeking a Senior Telecommunications Analyst to join our team. In this role, our ideal candidate will provide system and network level support of OpenEdge office wide unified communication infrastructure and related IT systems.
Plan, design, implement and upgrade unified communication (UC) applications
Maintain & administrate UC applications which include Cisco Unified Communication Manager, Cisco Unity Connection, and Cisco Presence, Cisco Contact Center Enterprise, TelePresence Video, Cisco WebEx systems, Xmedius, Cisco Workforce Management, and Uptivity
Perform timely security and functionality updates to UC applications
Maintain UC related network, hardware and software
Support, maintain and manage Call Centers operations in a dynamically changing environment
Create and modify UCCE contact center scripts and queues.
Create and modify customized reports for contact center management
Provide 2nd tier UC end user application support
Assist IT Support in troubleshooting hardware and software problems related UC end user applications, for example, Cisco Jabber, Finesse, Verint systems
Create and maintain documentation
Draft new flowcharts, system diagrams, end-user documentation and training materials, processes and procedures documents, etc.
Update and maintain existing documents
A minimum of 4 years experience with CISCO switches and routers
Proficient with Cisco UCS and VMware
Advanced understanding of TCP/IP networking hardware and configurations.
Support level knowledge with the use of tools, processes, and teamwork to resolve tickets and complex troubles according to specified time frames for projects
Proven ability to maintain accurate logs of trouble isolation and repair efforts and escalate/communicate issues to management as needed
Experience with computer and server imaging software, anti-virus software, and monitoring and updating services. Proficiency with Microsoft Office products.
Excellent written and verbal communication skills.
Ability to multitask and prioritize work.
Strong interpersonal skills and the ability to work with people at all levels of technical ability.
In-depth technical knowledge of Cisco UCCE and UCCX (Unified Contact Center Enterprise & Express), ICM, CVP and Finesse, Cisco Agent Desktop
Experience providing engineering support to Cisco Unified Communications solutions: Call Manager, Unity/Unity Connections, Attendant Console, Cisco Telepresence, WebEx, and Presence
Experience managing and maintaining Verint Systems
Computer science degree. CCNA certification.
OpenEdge helps businesses succeed by delivering secure and personalized payment solutions. As the integrated payments division of Global Payments, OpenEdge is driving innovation in software applications – adapting, scaling and simplifying how payments are processed. OpenEdge serves more than 2,000 technology partners across 60 industry verticals throughout the United States and Canada.
Global Payments Inc. is an equal opportunity employer.
Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.