Telecommunications Analyst

JOB TITLE : Telecommunications Analyst

JOB SUMMARY

The Telecommunications Analyst is responsible for supporting Terumo BCT’s global voice and collaboration systems, with a primary focus on Microsoft Teams Voice and NICE CXone contact center technologies. This position ensures reliable, high-quality voice and contact center services for users across the enterprise, including global call centers in the U.S. and Belgium. The analyst provides day-to-day technical support, configuration, and maintenance of cloud-based telephony systems, Session Border Controllers (SBCs), SIP trunking, call routing, and voice analytics. The ideal candidate is a technically skilled, customer-focused professional who excels in troubleshooting, documentation, and cross-team collaboration in a global IT environment.

ESSENTIAL DUTIES

• Operate under the direction of the Manager, Network and Telecommunications to support enterprise voice and contact center systems.
• Configure, maintain, and optimize Microsoft Teams Voice including Direct Routing, Operator Connect, Auto Attendants, Call Queues, and device policies.
• Administer and support NICE CXone contact center functionality including user provisioning, call flows, skill-based routing, IVRs, and reporting.
• Manage Session Border Controllers (AudioCodes, Ribbon, or equivalent) and SIP trunking to ensure stable and secure voice connectivity.
• Monitor and analyze system performance, voice quality, and utilization metrics; identify and resolve potential issues proactively.
• Coordinate with network engineering teams to maintain QoS, voice VLANs, and connectivity across on-premises and cloud environments.
• Provide Tier-2 / 3 support for complex Teams Voice and NICE CXone incidents, performing root cause analysis and remediation.
• Maintain clear documentation including call flows, dial plans, configuration guides, and operational procedures.
• Collaborate with security and infrastructure teams to ensure telephony solutions comply with IT governance and security policies.
• Evaluate new capabilities within Microsoft Teams and NICE CXone that improve efficiency, user experience, or business outcomes.
• Support ITIL-based processes for incident, problem, and change management and participate in Agile projects as needed.
• Participate in a global on-call rotation supporting enterprise voice and contact center operations.

OTHER DUTIES AND RESPONSIBILITIES

MINIMUM QUALIFICATION REQUIREMENTS

Education

Experience

Skills

Certificates, Licenses, Registrations

PHYSICAL REQUIREMENTS

Typical Office Environment requirements include : reading, speaking, hearing, close vision, walking, bending, sitting, and occasional lifting up to 20 pounds.

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.