ITS Telecommunications Analyst

Location: Lakewood, CO
Salary: $87,000.00 USD Annually - $108,000.00 USD Annually
Description: Our client is currently seeking a Telecommunications Analyst

Telecommunications Analyst

Lakewood, CO (3 Days Per week)

FTE

About the Role:

• The Telecommunications Analyst is responsible for supporting the client global voice and collaboration systems, with a primary focus on Microsoft Teams Voice and NICE CXone contact center technologies.
• This position ensures reliable, high-quality voice and contact center services for users across the enterprise, including global call centers in the U.S. and Belgium.
• The analyst provides day-to-day technical support, configuration, and maintenance of cloud-based telephony systems, Session Border Controllers (SBCs), SIP trunking, call routing, and voice analytics.
• The ideal candidate is a technically skilled, customer-focused professional who excels in troubleshooting, documentation, and cross-team collaboration in a global IT environment.

ESSENTIAL DUTIES

• Operate under the direction of the Manager, Network and Telecommunications to support enterprise voice and contact center systems.
• Configure, maintain, and optimize Microsoft Teams Voice including Direct Routing, Operator Connect, Auto Attendants, Call Queues, and device policies.
• Administer and support NICE CXone contact center functionality including user provisioning, call flows, skill-based routing, IVRs, and reporting.
• Manage Session Border Controllers (AudioCodes, Ribbon, or equivalent) and SIP trunking to ensure stable and secure voice connectivity.
• Monitor and analyze system performance, voice quality, and utilization metrics; identify and resolve potential issues proactively.
• Coordinate with network engineering teams to maintain QoS, voice VLANs, and connectivity across on-premises and cloud environments.
• Provide Tier-2/3 support for complex Teams Voice and NICE CXone incidents, performing root cause analysis and remediation.
• Maintain clear documentation including call flows, dial plans, configuration guides, and operational procedures.
• Collaborate with security and infrastructure teams to ensure telephony solutions comply with IT governance and security policies.
• Evaluate new capabilities within Microsoft Teams and NICE CXone that improve efficiency, user experience, or business outcomes.
• Support ITIL-based processes for incident, problem, and change management and participate in Agile projects as needed.
• Participate in a global on-call rotation supporting enterprise voice and contact center operations.

OTHER DUTIES AND RESPONSIBILITIES

• Must be able to work non-standard hours as needed.
• Occasional travel may be required to support U.S. and international sites.

MINIMUM QUALIFICATION REQUIREMENTS

Education

Bachelor's degree in Computer Science, Information Technology, or related field - or equivalent combination of education and experience.

Experience

• Minimum 3 years experience supporting enterprise voice or unified communications systems.
• Hands-on experience with Microsoft Teams Voice configuration and administration.
• Experience supporting or maintaining cloud-based contact center solutions (NICE CXone strongly preferred).
• Experience managing SBCs, SIP trunking, and call routing.
• Working knowledge of network fundamentals (IP addressing, QoS, routing, switching, VLANs).
• Experience working in global or multi-site environments is preferred.

Skills

• Deep understanding of Microsoft Teams Voice architecture and management.
• Proficiency with NICE CXone administration, analytics, and reporting.
• Strong knowledge of SIP, codecs, SBC configuration, and voice quality troubleshooting.
• Familiarity with PowerShell scripting for Teams Voice automation.
• Excellent analytical, documentation, and customer service skills.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Strong organization and multitasking abilities within a fast-paced, global IT environment.
• Knowledge of ITIL and Agile practices preferred.

Certificates, Licenses, Registrations

• Microsoft Certified: Teams Voice Engineer Associate (highly desired)
• NICE CXone Certified Engineer or similar contact center certification (preferred)
• Cisco CCNA or equivalent foundational network certification

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