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SalaryDescription
Senior Telecommunications Analyst
(IT Network & Telecommunications – Senior Specialist)
(IT Network & Telecommunications – Senior Specialist)
WaTech: Leading the way in technology!
Washington Technology Solutions (WaTech) operates the state’s core technology services and helps the government function more efficiently, safely, and securely. WaTech is a national leader in adopting new, innovative technologies that transform the way Washingtonians receive state services. Our mission is to advance Washington’s technology strategies and services. As a member of WaTech’s team, you will help other state agencies, county, city and tribal governments, and public-benefit nonprofits deliver critical services to millions of Washingtonians every day.
About the opportunity:
The Network Services Division (NSD) delivers a variety of telecommunication services to state agencies, boards, commissions, federal partners, all counties, state municipalities, tribes, and nonprofits. WaTech-NSD provides 24x7 year-round support at the highest level to the broader state government.
As a Senior Telecommunications Analyst, you will develop and deploy business solutions involving all aspects of telephony and Unified Communications for state, county, city, and non-profit organizations throughout the State of Washington.
Duties
Some of what you can expect:
- Provide support for Call/Contact Center, Microsoft Teams Telephony, Avaya PBX, and other telephony applications to Telephony Customer Support.
- Utilize AWS to monitor overall performance, analyze volume, workforce optimization, identifies trends and agent availability.
- Work on the most complex problems where analysis of situation requires in-depth evaluation of various factors within the phone system and network.
- Translate and configure contact center designs into technical standards for programming tools.
- Design and implement configurations for VoIP and Digital telephony installations at state agencies.
- Provide next day support to resolve any installation issues such as handsets not registering or connectivity issues.
- Facilitate communications between the customer, vendors’ and other technical groups and has the overall responsibility for ensuring successful implementation of VoIP and Digital telephony services.
- Deploy contact center enhancements to include improved customer information transmission via screen pops, enhanced ability for customer communication with agents via text, chat, email, and phone for faster response to the citizens’ needs.
- Configure the notification services allowing for mass notification to state employees in the event of an emergency, crises or a natural disaster via email/text and phone.
- A Bachelor's degree or higher in Computer Science, Information Technology (IT) or related field. ** Equivalent IT experience can substitute for the degree. **
- Seven years’ experience in the Information Technology field. This experience must include:
- Five years of experience with telephony products including IP Telephony, SIP, Private Branch Exchange (PBX) and unified communications.
- Three years of experience leading large scale efforts to implement telephony products.
- Three years of experience with Contact Center applications such as ACD, IVR, CRM integration, workforce optimization.
- One years of experience with Cloud Contact Center design and deployment.
- Current knowledge of VoIP communications.
- Understanding and experience with developing Contact Flows, Queues, Routing Profiles, Call Recording, S3, Quick Connects in Amazon Connect.
- Current knowledge of Interactive Voice Response (IVR) applications.
This position is approved for hybrid telework option. However, you must live in the State of Washington in order to travel to various sites to preform installations as needed.
We value diversity and different perspectives:
WaTech is committed to providing equal access and opportunities to all qualified applicants and employees. We seek to attract and retain a diverse staff and welcome your experiences, perspectives, and unique identity.
What WaTech Offers:
As an employee of WaTech, you’ll have access to an outstanding employee benefits package that includes medical and dental plan options for you and your family, paid leave and holidays, retirement plan options and more.
While WaTech is headquartered in Olympia, Washington, which is near some of the country’s most scenic national parks, we are able to offer many of our positions telework and flexible schedule options to help support a healthy work life balance.
To learn more about WaTech, and what our employees enjoy about working here, please visit our website.
How to apply:
Applications for this recruitment will be accepted electronically. Please select the large “apply button” at the top of this announcement. You may need to create a profile and account in Washington state's automated application system. We invite you to include your name and pronouns in your material to ensure we address you correctly throughout the application process.
To be considered for this position you will need to:
- Submit your online application.
- Answer allrequired Supplemental Questions.
- Attach a Letter of Interest that addresses how your experience qualifies you for this role.
- Attach a Resume that clearly documents the work history, training, and education that makes you a viable and competitive candidate for this position.
- Include Three professional references and their contact information.
Note:Applications without the requested attachments identified above or containing supplemental question responses with comments such as "see resume" may lead to your application being disqualified from consideration.
Conditions of employment:
This position requires a background check. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position and is a continued condition of employment.
This position is covered by a collective bargaining agreement.
Recruitment process:
First round of application assessments will be conducted seven days after the initial job posting date. The hiring authority reserves the right to offer the position at any time after the initial seven-day job posting date during the recruitment process. It is to the applicant's advantage to apply as early as possible. This recruitment may be used to fill multiple positions.
Contact us: For inquiries about this position, please contact Rebekah Wilkes at (360) 407-8646 or email to Rebekah.Wilkes@WaTech.wa.gov
Persons requiring accommodation in the application process or for an alternative format may contact Human Resources at (360) 407-8242 or Human.Resources@watech.wa.gov. Persons of disability or those who are deaf or hard of hearing can call the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388. WaTech complies with the employment eligibility verification requirements of the federal Form I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form on the first day of employment.
