Unified Communications Analyst

RESPONSIBILITIES:
Kforce has a client that is seeking a Unified Communications Analyst in Boston, MA.

Responsibilities:
* Unified Communications Analyst will support enterprise-wide migration from Avaya/Centrex to SIP unified communications, including strategy, scheduling, and implementation roadmap
* Prepare detailed time and material estimates for system builds and upgrades
* Coordinate vendors and internal teams to meet deadlines
* Provide advanced technical and design support for Avaya CM, Call Center, and CMS during transition
* Troubleshoot complex issues across legacy Avaya and new SIP/VoIP platforms
* Monitor and maintain call center performance metrics
* Document system configurations and procedures (Visio preferred)
* Develop user-friendly instructions and training materials; Assist in training call center agents on new features
* As a Unified Communications Analyst, you will collaborate with multiple business units to define technical requirements and processes
* Provide input and specifications for upgrades and future enhancements (API experience a plus)
* Travel to work sites as needed for emergencies/events
* Perform other assigned duties and projects

REQUIREMENTS:
* Experience with enterprise-wide telephony migrations (Avaya/Centrex to SIP/VoIP platforms)
* Strong knowledge of Avaya Communication Manager (CM), Call Center, and CMS environments
* Knowledge of API integrations and system enhancement processes
* Familiarity with call center performance metrics and Avaya CMS reporting
* Proficiency in troubleshooting complex issues across legacy and SIP/VoIP systems
* Skilled in coordinating vendors and internal teams to meet project deadlines
* Strong documentation skills; Experience with Visio for system diagrams preferred
* Effective cross-functional collaboration and communication skills
* Ability to create detailed time and material estimates for system builds and upgrades
* Ability to develop clear training materials and conduct end-user training sessions

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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