Telecom Analyst

Job Summary

Must have experience with Genesys, call center experience and excellent interpersonal skills. Provide technical, analytical, research and project management support for moderate voice and data communication initiatives, and/or operational enhancements. Support administration of voice platforms and communication systems, and associated business specific applications and platforms in the North American region. Participate in support strategies to ensure the integrity and availability of all enterprise voice platforms which include, but are not limited to, telephony systems and applications, voice related data, messaging, and all associated PBX, LAN and WAN network connectivity. 

Knowledge, Skills and Abilities
 

Education: Bachelor's Degree or professional level of knowledge in a specialized field, or equivalent, related experience.
Experience: 2 - 4 years - or Associates Degree equivalent plus 4 - 6 years.
Knowledge:  Complete understanding and knowledge of industry practices, standards, and concepts within field of work. Applies them to perform or lead work requiring extensive analytical business skills.
Decision Making: Makes decisions related to a wide variety of situations within management limits. Interprets guidelines and procedures, applying judgment and discretion. Decisions influence portions of a project, client relationships and/or expenditures.
Supervision Received: Works independently under general supervision. Work is reviewed for overall adequacy in meeting objectives.
Leadership: May provide training and guidance to less experienced staff.
Problem Solving /Operations/Direct Work Involvement: Develops solutions to a variety of problems, typically of moderate scope and complexity. Refers to and interprets policies and practices for guidance.
Client Contacts: Manages internal and external relationships. Represents organization as prime contact for projects and other necessary communications. Interaction may include senior internal and external personnel on significant matters often requiring complex coordination between organizations. Communication involves persuasion and negotiation, as applicable. Seeks ways of improving client service.

Additional Knowledge, Skills and Abilities
 

Effective interpersonal, presentation, and communication skills, both written and verbal is essential.
Understanding of the business and technical elements of the insurance business preferred.
Knowledge and experience with project management methodology is beneficial.
Proficiency in the use of a variety of query tools and test data selection.
Ability to participate in geographically dispersed teams which include remote locations.
Proficiency in the use of desktop applications.
Proven ability to become proficient with new tools and techniques as they emerge.
Certification or professional designation in Voice, Data, Communications or other technical area such as Avaya, Cisco, Convergence, and Project Management is beneficial.
Excellent troubleshooting, planning, organizational, and analytical skills required.
Knowledge of networks, including routing protocols and topologies is desirable.
Basic understanding of VoIP technologies and IP offerings.
Ability to be proactive, results oriented, and accountable for the quality of work produced.

If you require an accommodation for a disability so that you may participate in the selection process, you are encouraged to contact the MAPFRE Insurance Talent Acquisition team at talentacquisition@mapfreusa.com.

We are proud to be an equal opportunity employer.