Position Details

Type Full-Time

Experience mid

Exp. Years 3-5 years

Education Associate's Degree in Computer Science, Business or Information Technology preferred. Equivalent work experience can be considered.

Category Networking & Telecom

About this role

Voice Analyst (Telecom Support) supports Nemours' telecom infrastructure in Orlando, focusing on CUCM, Unity Connection, and contact center platforms; coordinates upgrades, monitoring, and end-user support.

Key Responsibilities

Coordinate vendors and upgrades to minimize downtime
Proactively monitor and analyze system resources
Perform routine tasks and resolve Help Desk tickets
Define project requirements and manage projects
Train, educate and mentor staff

Technical Overview

Technical responsibilities include managing Cisco CUCM/Unity Connection, administering contact center platforms (TalkDesk, Genesys, Five9, UCCE), and supporting network/telecom reliability.

Ideal Candidate

The ideal candidate has 3-5 years of voice/telecom experience with Cisco CUCM/Unity Connection and administration of contact center platforms; strong customer-facing skills and bilingual English/Spanish; on-site in Orlando.

Must-Have Skills

3-5 years technology focused experienceExperience with Cisco CUCMUnity ConnectionAdministration experience with contact center technologies from TalkDeskGenesysFive9 or UCCE

Nice-to-Have Skills

Microsoft Teams Voicecloud contact center platforms

Tools & Platforms

Cisco CUCMUnity ConnectionTalkDeskGenesysFive9UCCEMicrosoft Teams Voice

Required Skills

Cisco CUCMUnity ConnectionTalkDeskGenesysFive9UCCEVoIPcontact center technologies

Hard Skills

Cisco CUCMUnity ConnectionTalkDeskGenesysFive9UCCEtelecommunication networkscontact center technologiesend-user support

Soft Skills

customer relationship managementtroubleshootingcommunicationteam collaborationproject planning

Industry & Role

Industry Healthcare & Medical

Job Function Support and optimize Nemours' voice and contact center infrastructure in a healthcare environment

Role Subtype Telecom Analyst

Tech Domains VoIP / Unified Communications, Cisco Networking, Networking / TCP-IP, Microsoft Teams Voice, Contact Center Technologies

Keywords for Your Resume

Voice AnalystTelecom SupportCisco CUCMUnity ConnectionTalkDeskGenesysFive9UCCEVoIPContact centerOn-siteOrlandobilingual english & spanishMicrosoft Teams Voicecloud contact centercisco cucmunity connectiontalkdeskgenesysfive9uccEvoiptelecomcontact centerteams voice

Deal Breakers

No Cisco CUCM or Unity Connection experience, No bilingual English/Spanish

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