Telephony Network Analyst
Company: Marriott
Location: Montgomery
Posted on: April 18, 2024
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Job Description:
Job Number 24046859
Job Category Information Technology
Location CEC Miami, 8400 NW 36 Street Suite 150, Miami, Florida,
United States
Schedule Full-Time
Located Remotely? Y
Relocation? N
Position Type Management
JOB SUMMARY
The Engagement Channel Analyst role entails being an integral part
of a team tasked with managing, programming, and providing
technical oversight for various components including IP Voice
systems, Omni Channel routing, IVR, NLU, and Conversational voice
technologies. The position involves daily operations and
configuration of CEC Voice Services to support Sales, Loyalty Care,
Groups Sales, and other consumer needs. Responsibilities encompass
managing platforms such as the Avaya Call Center Technologies,
Nice/Incontact CCaaS Platform, Omilia IVR, Voice Mail, Oracle SBC's
(formerly Acme), and their respective peripherals. Moreover, the
individual will contribute to various project stages, from lead and
solution identification to deployment, operational readiness, and
post-implementation support.
Education and Experience
Bachelor's Degree in Telecommunications, Computer Science,
Information Technology or technical certification equivalent may be
substituted
5+ years' experience of technical support experience with ACD/PBX,
adjuncts and interfaces in a multi-site call center
environment.
Working knowledge of Nice CXone, Supervisor, Studio, and Max agent
highly desired.
Working knowledge of various IVR technologies including Omilia,
Nuance and carrier based offerings.
Working knowledge NLU and Conversational Voice Tecnologies
Experience on voicemail and a Call Accounting Systems.
Exposure to and experience with Call Center as a Service (CCaaS)
Cloud solutions.
Strong communications skills with local/regional carriers to
facilitate procurement of new services and the
troubleshooting/restoration of existing services.
Experience in providing direction and performing responsibilities
via influence (as opposed to line management authority).
Proven success in introducing major change to process, procedure or
training.
Ability to participate in on-call rotation to support 24x7 business
operations.
Experience using MS Office (including Project and Visio) and
SharePoint required.
System-related professional certifications desired.
CORE WORK ACTIVITIES
Participate in CEC Network Services support processes as we grow to
support over 19 CECs globally. Work to deploy required engagement
channel changes, adjust route plans, add skills and troubleshoot
telephony related issues.
Assist to manage project implementation and operations costs.
Work in a resource constrained environment and continually
prioritize tasks, effort, resources and risks that the Contact
Centers and Sales Offices may encounter.
Managing Projects and Policies
Uses relevant information and individual judgment to determine
whether events or processes comply with laws, regulations, or
standards.
Monitors processes and evaluating information according to SOP and
LSOP requirements.
Enforces IR policies and standards protecting company hardware,
software and other resources at the property.
Directs maintenance of equipment and installed software
applications inventory for property ensuring compliance with
licensing regulations.
Maintaining Telecom Goals
Develops specific goals and plans to prioritize, organize, and
accomplish your work.
Performs an assessment of needs, ensuring compliance with brand
specific standards, budget and capital requirements.
Determines priorities, schedules, plans and necessary resources to
ensure completion of any property projects on schedule and
according to specification.
Verifies problems are correctly reported, routed, tracked and
solved, with the system user being informed of situation at all
times.
Verifies proper asset management.
Performs on-site monitoring of all projects.
Verifies that regular on-going communication is happening in all
areas of responsibility to create awareness of business objectives
and communicates expectations, recognizes performance and produces
desired business results.
.
Demonstrating and Applying Telecom Knowledge
Keeps up-to-date technically and applies new knowledge to your
job.
Demonstrates knowledge of job-relevant issues, products, systems,
and processes.
Provides technical expertise and support.
Leading Telecom Team
Serves as a role model to demonstrate appropriate behaviors.
Utilizes interpersonal and communication skills to lead, influence,
and encourage others; advocates sound financial/business decision
making; demonstrates honesty/integrity; leads by example.
Celebrates successes and publicly recognizes the contributions of
team members.
Provides a technical perspective to information needs along with
cost/benefits understanding in an influencing role.
.
Managing and Conducting Human Resource Activities
Verifies employees are treated fairly and equitably.
Verifies property policies are administered fairly and
consistently.
Additional Responsibilities
Provides information to supervisors, co-workers, and subordinates
by telephone, in written form, e-mail, or in person.
Informs and/or updates the executives, the peers, and the
subordinates on relevant information in a timely manner.
Analyzes information and evaluates results to choose the best
solution and solve problems.
Coordinates property efforts, prioritizes needs and communicates
those needs to IR Shared Services and other systems staff.
Manages vendors for property IT requirements functioning as
escalation point for problem resolution.
MANAGEMENT COMPETENCIES
Leadership
Adaptability - Maintains performance level under pressure or when
experiencing changes or challenges in the workplace.
Communication - Conveys information and ideas to others in a
convincing and engaging manner through a variety of methods.
Problem Solving and Decision Making - Identifies and understands
issues, problems, and opportunities; obtains and compares
information from different sources to draw conclusions, develop and
evaluate alternatives and solutions, solve problems, and choose a
course of action.
Professional Demeanor - Exhibits behavioral styles that convey
confidence and command respect from others; makes a good first
impression and represents the company in alignment with its
values.
Managing Execution
Building and Contributing to Teams - Actively participates as a
member of a team to move the team toward the completion of
goals.
Driving for Results - Sets high standards of performance for self
and/or others; assumes responsibility for work objectives;
initiates, focuses, and monitors the efforts of self and/or others
toward the accomplishment goals; proactively takes action and goes
beyond what is required.
Planning and Organizing - Gathers information and resources
required to set a plan of action for self and/or others;
prioritizes and arranges work requirements to accomplish goals and
ensure work is completed.
Building Relationships
Coworker Relationships - Interacts with others in a way that builds
openness, trust, and confidence in the pursuit of organizational
goals and lasting relationships.
Customer Relationships - Develops and sustains relationships based
on an understanding of customer needs and actions consistent with
the company's service standards.
Global Mindset - Supports employees and business partners with
diverse styles, abilities, motivations, and/or cultural
perspectives; utilizes differences to drive innovation, engagement
and enhance business results; and ensures employees are given the
opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
Organizational Capability - Evaluates and adapts the structure of
own assignments and suggests improvements to work processes to best
fit the needs and/or support the goals of an organizational
unit.
Talent Management - Provides support and feedback to help
individuals develop and strengthen skills and abilities needed to
accomplish work objectives.
Learning and Applying Professional Expertise
Applied Learning - Seeks and makes the most of learning
opportunities to improve performance of self and/or others.
Business Acumen - Understands and utilizes business information to
manage everyday operations.
Technical Acumen - Understands and utilizes professional skills and
knowledge in a specific functional area to conduct.
Equipment Selection - Determining the kind of tools and equipment
needed to do a job.
Troubleshooting - Determining causes of mechanical or technological
operating errors and deciding what to do about it.
Mechanical - Knowledge of machines, computers, tools and other
equipment, including their designs, uses, repair, and
maintenance.
Computers and Electronics - Knowledge of circuit boards,
processors, chips, electronic equipment, and computer hardware and
software, including applications and programming.
Installation - Installing computers, software, equipment, machines,
wiring, or programs to meet specifications.
Repairing - Repairing machines or systems using the needed
tools.
Telecommunications - Knowledge of transmission, broadcasting,
switching, control, and operation of telecommunications
systems.
Purchasing and Materials Management - Knowledge of practices and
procedures needed to maintain material, equipment and supplies;
including vendor identification and contract negotiation, supply
requisition and purchasing, and inventory control.
Basic Competencies - Fundamental competencies required for
accomplishing basic work activities.
Basic Computer Skills - Uses basic computer hardware and software
(e.g., personal computers, word processing software, Internet
browsers, etc.).
Mathematical Reasoning - Demonstrates ability to add, subtract,
multiply, or divide quickly, correctly, and in a way that allows
one to solve work-related issues.
Oral Comprehension - Demonstrates ability to listen to and
understand information and ideas presented through spoken words and
sentences.
Reading Comprehension - Demonstrates understanding of written
sentences and paragraphs in work-related documents.
Writing - Communicates effectively in writing as appropriate for
the needs of the audience.
California Applicants Only: The salary range for this position is
$66,560.00 to $134,991.00 annually.
Colorado Applicants Only: The salary range for this position is
$63,150.00 to $122,722.00 annually.
Hawaii Applicants Only: The salary range for this position is
$76,410.00 to $134,991.00 annually.
New York Applicants Only: The salary range for this position is
$63,150.00 to $134,991.00 annually.
Washington Applicants Only: The salary range for this position is
$67,724.80 to $134,991.00 annually. In addition to the annual
salary, the position will be eligible to receive an annual bonus.
Employees will accrue 0.04616 PTO balance for every hour worked and
eligible to receive minimum of 7 holidays annually.
All locations offer coverage for medical, dental, vision, health
care flexible spending account, dependent care flexible spending
account, life insurance, disability insurance, accident insurance,
adoption expense reimbursements, paid parental leave, educational
assistance, 401(k) plan, stock purchase plan, discounts at Marriott
properties, commuter benefits, employee assistance plan, and
childcare discounts. Benefits are subject to terms and conditions,
which may include rules regarding eligibility, enrollment, waiting
period, contribution, benefit limits, election changes, benefit
exclusions, and others.
The application deadline for this position is 35 days after the
date of this posting, 3/18/2024.
Marriott International is an equal opportunity employer. We believe
in hiring a diverse workforce and sustaining an inclusive,
people-first culture. We are committed to non-discrimination on any
protected basis, such as disability and veteran status, or any
other basis covered under applicable law.
Marriott International is the world's largest hotel company, with
more brands, more hotels and more opportunities for associates to
grow and succeed. Be where you can do your best work,--- begin your
purpose, belong to an amazing global--- team, and become the best
version of you.
Keywords: Marriott, Montgomery , Telephony Network Analyst, Professions , Montgomery, Alabama
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