Telephony Network Analyst
Company: Marriott International Inc
Location: Solon
Posted on: April 28, 2024
Job Description:
Job Number 24046859
Job Category Information Technology
Location CEC Miami, 8400 NW 36 Street Suite 150, Miami, Florida,
United States VIEW ON MAP
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 42 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 International Inc, Cleveland Heights , Telephony Network Analyst, IT / Software / Systems , Solon, Ohio
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