it senior telecom Analyst8x8

As an industry leader and Software-as-a-Service provider our mission at 8x8, Inc. (NYSE:EGHT) is to transform the future of business communications. The 8x8 Open Communications Platform (TM) uniquely brings together Voice, Video, Collaboration, Contact Center, and enterprise-class API solutions, helping businesses across the globe transform their customer and employee experience, and empowering workforces worldwide to work smarter.
For additional information, visit , or follow 8x8 on , , and .
Are you ready for that next challenge where your commitment and accountability to engineer, administer, and support great IT services is matched by equal opportunity, integrity, and "Play to Win" values? Are you looking for a company experiencing sustainable growth, has a great product catalog and has amazingly cool technology? If so, read on.
8x8 has an exciting opportunity on our internal Information Technology team for an IT Senior Telecom Analyst with strong Telecom functional business analysis and service delivery skills / experience, desire to personally lean in and make a difference, and a strong affinity and ability to solve business problems through designing, developing, delivering, and aligning systems, processes, knowledge, people, governance, and overall technology competencies within a dynamic enterprise environment.
You will:
Be a subject matter expert for how 8x8 (and our entire internal user base) as an enterprise can, does, should, and will consume 8x8's XCaaS product suite. To include:
Working directly with all 8x8 internal users and business functions in understanding their current and future telecom communication related needs, issues, and opportunities, and how they can be solved through technology
Participate in the design, deployment, management, administration, support, optimization, and lifecycle of 8x8 Products to all 8x8 Internal Enterprise Users
Work in lock-step partnership with 8x8 Product teams in the support and delivery of 8x8 services internally, both General Availability, and pre-release evaluations
Coordinate, facilitate and govern internal 8x8 Product Sales teams' internal use of 8x8 products and services for demonstration purposes
Internal Service Delivery including Day-to- Day Administration (Moves, Adds, Changes), Service delivery (configuration, monitoring, and support), and Strategy for: XCaaS, CCaaS, VCC, CPaaS, 8x8 Work (mobile and desktop) and the related Analytics, Metrics, Agent Performance tracking and workforce management tools * Effort tracking including: Peer team and resource coordination, work task definition, progress tracking, maintaining and reporting on timelines, budgeting estimates, organizing meetings, and status communications
Solicit, define, and document business functional requirements and related functional and non-functional technical requirements and constraints
Perform gap and solution fit analysis Process analysis and documentation, driving process refinement and continuous improvement across the IT Telecom team and systems
Perform data integration analysis, planning, and mapping
Proactively monitor, administer, and provide escalated support for 8x8 Internal Enterprise Telecom systems, platforms, and services lead problem/incident resolution efforts
Conduct and present root cause analysis of incidents as appropriate
Create and contribute to end-to-end solution diagrams, designs, strategic technology roadmaps of 8x8 Internal Telecom systems, platforms, and services
Document, implement, and execute Disaster Recovery and High-Availability plans Contribute to and improve: Standards, governance, processes, knowledge, and documentation for 8x8 Internal Telecom systems, platforms, and services
Identify stability and performance trends that indicate the need for strategic changes to Infrastructure architecture/design/selection
Participate in infrastructure technology strategy discussions and provide consulting and guidance within project efforts, communicating industry trends, known options, potential issues, and peer examples
Build and maintain productive collaborative relationships with external vendor & 8x8 product developers, technicians, peer engineers, and client business teams
Work to advance the overall IT team technical capabilities and ITSM maturation by creating and maintaining IT knowledge (support procedures, operating procedures, best practices, standards, training materials, etc.). Train IT support staff, peer engineers, and end-users.
Experience presenting ideas effectively with varying levels of technical and non-technical audiences
You must possess the ability to analyze, troubleshoot, and solve problems up to high complexity as well as prioritize tasks to complete requests and meet deadlines
The ability to work and think independently, be a self-starter, take initiative, and be highly effective with or without detailed work direction is an absolute must
Must be able to work non-traditional work hours as needed (including from home over high-speed Internet (not provided)), and occasional off hours to control interruptions to critical services and minimize business impact
Basic Qualifications:
Bachelor's degree in Computer Science, Information Technology or other technical program (Industry certifications or additional years of experience may offset degree requirement)
4 plus years of career progression in technology systems support, engineering, administration, and delivery (with at least 2 years as an engineer/analyst) to include:
Significant experience in working with business partners and/or customers to analyze business problems, gathering requirements and constraints, scoping effort, urgency, and priority/criticality, and planning, documenting, and executing solution solves that combine people, processes, and telecom technology
Accountability for the successful deployment, delivery, maintenance, and support of end-user facing technical services
Subject matter expertise within telecom service delivery and support
Solid understanding of the interdependencies of multiple infrastructure technical domains
Solid understanding of network/system component architecture, end-user device types, Microsoft operating systems, and application delivery models
Solid understanding of IP addressing, as well as common network, routing, communication, and application protocols such as (SIP, TCP, UDP, HTTPS, SSL)Familiarity with authentication, access, and network security
Experience with network and application diagnostic, monitoring and analysis tools (e.g. Wireshark/tcpdump, SNMP, RMON)
Experience in working with vendor partners and engaging manufacturers account teams and technical support for product lifecycle and to drive issue resolution
Solid understanding of audit, governance, and compliance (CPNI, GDPR, Sarbanes Oxley, PCI DSS, HIPAA, etc.)Ability to travel up to 25% domestic and international
Preferred Qualifications:
Experience provisioning, administering, and supporting:
8x8.Work (Mobile and Desktop)
Experience supporting Contact/Call Centers (8x8 VCC would be a plus)
Experience with Contact Center Workforce Management solutions
Experience working within a well defined Process Analysis environment and creating/using formal process management tools/techniques such as: Value Stream Mapping, Process Mapping, Flowcharts (traditional and swimlane), Systems Diagrams, Project Plans, Root Cause Analysis, Gap Analysis, etc.
Experience with audit, governance, and compliance (CPNI, GDPR, Sarbanes Oxley, PCI DSS, HIPAA, etc.)
Experience institutionalizing knowledge and training others in the operational support of technical environments
#LI-MM1
8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
For 8x8 jobs located in the US: 8x8 participates in the .
View the Participant Poster in | .
View the Right to Work Poster in | .
We also provide reasonable accommodation to individuals with disabilities in accordance with applicable laws. or email us at (Include "Reasonable Accommodation" in the subject line)
For European Job Applicants our Job Applicant Privacy Notice can be found .
8x8

Manila City, Metro Manila
Permanent
Full-time