HomeServe USA

  • Cisco Telecommunications Analyst

    Job Locations US-PA-Canonsburg
    Job ID
    Information Technology
  • Overview

    HomeServe USA, ranked as a 2017 Top Work Place, provides emergency repair plans which are like roadside assistance for your home.  Our vision is to become the top-of-mind solution for consumers when something goes wrong in their home.  Our incredible growth is fueled by a dynamic team who values collaboration, innovation and delivering exceptional customer service, all while working in a fun and friendly environment. HomeServe USA is part of a global organization that serves millions of customers in the US, UK, France, Italy and Spain.  Come see why you should work for HomeServe USA!


    Position Overview:

    The Telecommunications Analyst’s responsibility is to coordinate strategies for defining, deploying and managing HomeServe USA’s voice infrastructure and related applications. This person will also be responsible for managing engineering projects for VoIP initiatives, developing and maintaining CVP scripts as required, and configuring and optimizing all VoIP/IP-PBX telephone systems and services.  Daily administration requires an understanding of business objectives translated into complex scripting algorithms to provide optimal routing.  Programming will include management of toll free numbers, carrier level routing and internal custom report triggers. The individual filling this role will help promote new telephony and/or contact center features and functions to support the various business units by assisting with design, testing, documentation, communication and planning as it relates to rolling out new technologies.

    Detailed Responsibilities:

    • Collaborate with systems engineers/architects and external partners for upgrades to operating systems, hardware and contact center applications
    • Management of support escalations and advanced troubleshooting with Cisco or partner level TAC, carrier and/or application vendor
    • Experience in UCCE framework, CVP, Cisco ICM, Cisco Call Studio
    • Programming with an understanding of the business reporting requirements and providing support to operations to understand or interpret reporting metrics and service levels
    • Where necessary, liaise with equipment vendors during installations, acquisition negotiations, and hardware performance issues
    • Assist with the installation and troubleshooting of telecom systems
    • Ability to recommend and implement software updates to Cisco UCCE, CVP/IPIVR, CUCM, CTIOS, Unity and Unity Connection, QA and IEX WFM
    • Full understanding of PCI requirements to ensure QA solution is meeting compliance and issues are resolved within established SLA
    • Identify/recommend infrastructure upgrades and improvements based upon industry best practices and the Cisco Lifecycle Services Approach
    • Assist with troubleshooting of routers, switches, gateways, DNS servers and DHCP servers where it might impact voice and video
    • Assist with configuration, management and monitoring of voice and data devices
    • Troubleshooting complex types of call routing issues requiring knowledge of enhanced carrier routing, UCM functionality, ICM, IPIVR and CVP expertise
    • Ownership to ensure documentation is up to date to reflect redundancy and business rules applied to call routing and infrastructure from both a component and application perspective
    • IVR Recordings Management
    • Agent, Skill Group, Call Type, Device Management
    • SQL Server Administration
    • Familiarity and exposure to SQL Query Analyzer/RCD/TCD/Call Trace/Log Analysis.
    • Ensure that the performance and availability of the data and/or voice infrastructure is maintained to the highest standards so that maximum productivity is achieved
    • Conduct testing and development disaster recovery plans to detect faults, minimize malfunctions and backup systems
    • Participate in 24/7 support and on-call rotation, including incident management duties
    • Performs timely review and planning of maintenance and upgrades for existing Infrastructures (hardware and software)


    Job Requirements:

    • A bachelor’s degree in computer sciences or equivalent
    • Cisco Certifications are strongly desired (CCNA/CCDP/CCNP or equivalent work experience a must)
    • 3 years’ experience with designing, implementing, upgrading and supporting Cisco Unified Contact Center Enterprise (UCCE), CUCM, ICM, Cisco Unity and Unity Connection, Network Routing/Switching and Security
    • Exceptional knowledge and experience with Cisco network, VOIP and video products
    • Experience with internetworking technologies (routing and switching), TCP, and application architecture
    • VoIP design and deployment for LAN and WAN including experience in QoS


    Desired Skills:

    • Certification in ITIL
    • Project management experience with strong analytical skills.
    • Strong written and verbal communication skills with the ability to effectively interact with all stakeholders, as well as relay complex technical concepts to a non-technical audience, including senior leadership
    • Working knowledge of Cisco UCS server hardware and deployment
    • Good understanding of enterprise class networking and server structure such as Cisco UCS, Cisco Nexus and Catalyst switches, routers and voice gateways
    • Knowledge of network monitoring tools (Websense, NetQoS, NetIQ, NetVoyant, Gigastor, NetBrain, NetOptics, WireShark)
    • Able to prioritize and execute tasks in a high-pressure environment
    • Ability to read and interpret technical documents and procedure manuals
    • Strong interpersonal skills, oral communication skills, and proven analytical and problem-solving abilities
    • Strong customer service orientation
    • Help desk experience
    • Experience working in a team-oriented, collaborative environment
    • Knowledge of cabling and wiring systems, design, and installation
    • Expert knowledge or working knowledge of supporting non-Windows operating systems in a virtual environment
    • Understanding of virtualization platforms including VMware, Citrix, KVM and Hyper-V
    • Ability to assist in troubleshooting using packet capture utilities (e.g. Sniffer), servers, clients, and applications

    In return we offer

    • Competitive compensation
    • Career development and advancement opportunities
    • Business-casual attire throughout the week
    • Friendly, open and team oriented work atmosphere
    • Excellent benefits including generous medical, vision, dental and life & disability insurance
    • 401(k) plan with a company match


    HomeServe USA is an equal opportunity employer.


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