Telecom Analyst

Costco IT is responsible for the technical future of Costco Wholesale, the third largest retailer in the world with wholesale operations in fourteen countries. Despite our size and explosive international expansion, we continue to provide a family, employee centric atmosphere in which our employees thrive and succeed.

This is an environment unlike anything in the high-tech world and the secret of Costco’s success is its culture. The value Costco puts on its employees is well documented in articles from a variety of publishers including Bloomberg and Forbes. Our employees and our members come FIRST. Costco is well known for its generosity and community service and has won many awards for its philanthropy. The company joins with its employees to take an active role in volunteering by sponsoring many opportunities to help others.

Come join the Costco Wholesale IT family. Costco IT is a dynamic, fast-paced environment, working through exciting transformation efforts. We are building the next generation retail environment where you will be surrounded by dedicated and highly professional employees.

Position Summary

Telecom Analysts manage the planning, installation, and maintenance of telecommunications and network equipment for warehouses, depots, contact centers, and corporate offices. They are responsible for planning, designing, organizing, and directing all operations with respect to installation, service, major moves, system upgrades, and adds and changes. Telecom Analysts participate and work with internal groups to define requirements and meet project needs, participate in contract negotiations, and activate / suspend service to devices as necessary.

The goals of Telecommunications in Costco are to deliver a superior customer experience for our members through supporting the direct needs of the business.

ROLE

• Creates strategy and technology road-maps for voice services to meet business demands.
• Designs new interactive voice response (IVR) applications utilizing web services, databases, and other external applications.
• Designs new complex business rule routing applications.
• Designs and configures scalable telecommunication server infrastructure environments.
• Analyzes and provides validated reports on voice systems (in various systems).
• Analyzes, troubleshoots, and supports network voice infrastructure, IVR applications and components, and other external applications that provide recommendations for resolution of problem areas.
• Develops, utilizes, and provides feedback on telephonic scripts.
• Complies with information security policies and practices from both Costco and the industry at large.
• Monitors, updates, and evaluates services for the circuit database.
• Diagrams voice solutions, configurations, break / fix procedures, call flows, and routing designs.
• Investigates, configures, and develops documentation of network voice infrastructure.
• Configures and installs telephony hardware and software.
• Acts as technical advisor, meeting with business units and senior operators to determine and select applications that meet business requirements.
• Analyzes business requirements and designs comprehensive cost-effective enterprise level solutions.
• Manages vendor relationships, makes decisions to ensure service level agreements are met, and provides feedback to trusted vendor partners.
• Creates and manages requests for proposals by gathering requirements, reviewing statements of work, approving contracts, awarding bids, and reconciling invoicing.
• Inspects and validates the work of network contractors performing telecommunications systems installation to ensure strict compliance to standards and specified design.
• Utilizes business knowledge and processes to assist users in developing and implementing process improvements.
• Leads system designs, implementations, and integrations, providing technical business case and return on investment (ROI) analysis.
• Participates in contract negotiations, changes, compliance, reviews, renewals, terminations, and also solicits ongoing value from the vendor.
• Monitors and tracks the usage of devices, compares usage with projections, and investigates discrepancies.
• Creates and maintains effective relationships with the business and information technology teams.
• Provides direction and / or guidance to customers, teams, and other support members regarding daily activities, project initiatives, deployment activities, and support issues.
• Provides and completes root cause analysis on systemic issues, often anticipating issues before they occur or before they grow, and uses this information to create and implement robust strategies to mitigate risk and provide resiliency.
• Maintains the logic and services for successful Interactive Voice Response in both WHS and Contact Center environments.
• Regular and reliable workplace attendance at your assigned location.

Ability to operate vehicles, equipment or machinery.

REQUIRED

Recommended

Required Documents

California applicants, please click to review the Costco Applicant Privacy Notice.

Pay Ranges :

Level 1 - $33.65 / hr - $45.67 / hr

Level 2 - $85,000 - $110,000

Level 3 - $105,000 - $130,000

Level 4 - $120,000 - $150,000

We offer a comprehensive package of benefits including paid time off, health benefits - medical / dental / vision / hearing aid / pharmacy / behavioral health / employee assistance, health care reimbursement account, dependent care assistance plan, short-term disability and long-term disability insurance, AD&D insurance, life insurance, 401(k), stock purchase plan to eligible employees.

If hired, you will be required to provide proof of authorization to work in the United States. Applicants and employees for this position will not be sponsored for work authorization, including, but not limited to H1-B visas.