- Work with other teams to acquire, validate, and use seat assignment and other employee data to inform phone build decisions.
- Run exports from the Cisco and Avaya call management platforms to get users’ existing device information..
- Take the above pieces of information and create site cut sheets for each site for the engineers to run.
- Communication with the various teams (including other analysts) on issues, road blocks, and status.
- Responsible for success of their assigned sites, ensuring phones on desks match users assigned to them with the correct phone number.
- Assist with problem-solving and escalation matters related to the Future of Work voice workstream.
Knowledge Skills and Abilities (KSAs)
- Strong written and verbal communication skills
- Ability to multitask and work independently on multiple tasks.
- Working knowledge of Cisco/Finesse/Genesys agent platforms
- Critical thinking and analytical problem-solving skills
- Excellent judgment, decision-making, analytical and communication skills.
- Ability to work collaboratively cross functionally.
- Skilled with Microsoft Excel, comfortable writing and troubleshooting formulas.
Technical Skills (Secondary – Nice to have, NOT MANDATORY):
- 7 years of information technology
- Voice, Video and Collaboration Background