Unified Communications Analyst

Job#: 3019401

Job Description:

Apex Systems is a world class technology services business that incorporates industry or insights and experience to deliver solutions that fulfill our clients' digital visions.

Apex has an opportunity for an Unified Communications Analyst. For applicants who are interested in this opportunity, send your updated resume to Mike Konjoian, Account Manager, at .

Here are the details:

Position: Unified Communications Analyst

Location: 10 Park Plaza, Boston

Description of Role and Responsibilities:

• Platform Strategy & Architecture Support: Support the strategy and scheduling for the implementation of the enterprise-wide upgrade, migrating all services from legacy Avaya/Centrex to the new SIP unified communications platform.
• Implementation Management: Create detailed time and material estimates for new system builds and large-scale upgrades.
• Vendor and Team Coordination: Ensure that all vendors (including Local Exchange Carriers (LEC) for number porting) and internal installation teams conform to the scheduled roadmap to deliver on-time.

• Enterprise Support & Troubleshooting:
  • Provide advanced technical and design support for the Avaya Communication Manager (CM), Call Center, and CMS (Call Management System) environments during the transition.
  • Troubleshoot and resolve complex issues within both the legacy Avaya and the new SIP/VoIP/Call Center platforms.
  • Monitor and maintain call center performance metrics, leveraging prior experience with Avaya CMS.
• Documentation & Training:
  • Develop and document detailed system configurations and procedures (Visio experience a plus).
  • Create clear, user-friendly instructions and training materials for end-users across all business units.
  • Assist in training call center agents on new system features.
• Cross-Functional Collaboration: Effectively work across various groups and business units to define technical requirements and processes.
• System Enhancements: Provide input and technical specifications for system upgrades and future platform enhancements (API experience a plus).
• Drive a personal vehicle to visit work sites and to assist at emergencies and/or events as needed and or take MBTA to sights.
• Perform all other duties and projects that may be assigned.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.