Telecom Analyst – Corporate and Call Center Costco Wholesale -
Issaquah, WA
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Description of position
This position performs the tasks necessary to design, configure, implement and support Costco’s Corporate and Call Center locations as it pertains to Telecom infrastructure. Primary focus for this individual will be the creation of new routing strategies for call center businesses, Service Desk and other ancillary businesses utilizing a combination of Cisco Call Manager and Genesys call routing software. Creation of complex routing, IVR designs and automation, as well as phone server management will be expected. This position will work closely with the Analyst over Corporate infrastructure to support live call centers and corporate locations, troubleshoot issues and create new designs and methods for improving the phone system. Overflow duties include support for the warehouse group as necessary.
Tasks and responsibilities
Responsible for daily troubleshooting, support and maintenance of telecom infrastructure, with emphasis on CARTS trouble tickets, IVR Routing, phone system automation and complex call routing.
Works directly with corporate and call center business users to provide solutions to business problems, help relieve call volumes through automation and provide technical solutions to business problems.
Update IVR and call routing functions for special events, holidays or departmental changes
Analyze business requirements and design comprehensive cost effective enterprise level solutions
Performs project manager function for complex systems design, implementation and integration; including providing technical business case analysis and ROI
Assist Engineers and Management with developing long term, enterprise level planning around standards, and process
Stay informed of Costco as well as industry best practices
Required skills, abilities, and certifications
Minimum 2 years experience and/or equivalent education in a telecommunications role
Strong knowledge of Ethernet platforms and WAN technologies, T1, and MPLS technologies
Experience configuring and installing complex call routing, IVRs, voice mail and related technologies
Experience configuring and installing Cisco Call Manager applications a plus
Strong troubleshooting skills to isolate faults, configuration abnormalities or network errors
Strong project management skills to lead projects, excellent organization and methodology
Ability to adjust priorities in rapidly changing environments; work well under pressure
Excellent verbal and written communication skills, ability to present complex ideas and designs to a variety of technical or non-technical stakeholders
Ability to provide effective onsite or remote troubleshooting support
Recommended skills, abilities, and certifications
Familiarity with a variety of PBX systems a plus
Experience with server administration a plus, with emphasis on web technologies and Windows Servers
Understanding of and/or aptitude with scripting, general purpose programming languages: HTML, XML, Javascript, etc.
Understanding of security and vulnerability best practice and design implications/mitigations
Experience with SSH, FTP, RDP and other remote administration technologies
Understanding of DR/HA and co-location design implications
Knowledgeable with multi-factor authentication and authentication processes and protocols. TACACS+, Radius, LDAP, AD, authentication services, as well as PKI and token/certificate based authentication
To Apply: Email your current resume and cover letter to IT_JOBS@costco.com no later than November 9th, 2012. Please specify the department as shown above on your cover letter to ensure proper handling of your resume.
Costco Wholesale - 6 months ago
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