Telephony Analyst

RESPONSIBILITIES:Kforce has a client that is seeking a Telephony Analyst in Stanford, CA.Key Tasks: Manage delivery and SLAs by guiding incident resolution, problem management, maintenance, and enhancement tickets raised by the end users for a variety of application including but not limited to Avaya, CISCO, Live chat and Televox, etc. Telephony Analyst will perform daily monitoring of applications in production use Coordinate application support with other information technology teams including Infrastructure, Integration, Reporting, and the help desk Lead the implementation of low to medium complexity tools and workflows As a Telephony Analyst, you will lead small to medium complexity software upgrade initiatives or enhancements to workflows including the design, build, and test phases Lead any testing that is required as part of new implementations, enhancements, or upgrades Implement changes using documented procedures that are compliant with department's policies and procedures Participate in team and cross-team meetings and maintain appropriate meeting records Provide ongoing troubleshooting, support, and maintenance of applications; including 24/7 on call coverage as required Telephony Analysts act as a liaison between customer and other support staff to facilitate resolution for low complexity issues Coach and provide guidance to junior staff members to document workflows Assist senior team members in developing and maintaining requirements/specifications and test cases for new or enhanced functionality to department applicationREQUIREMENTS: To be considered for this position, candidates must have experience in a similar role, or they must possess significant knowledge, experience, and abilities to successfully perform the responsibilities listed Relevant education and/or training will be considered a plusKforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.