JOB OPENING

[SteveT]

Apply at
http://careers.edwardjones.com/us/index.html

Edward Jones is one of the nation’s fastest-growing financial services firms. We currently serve nearly 7 million clients through our network of more than 11,000 branch offices. We are seeking highly motivated, results-oriented individuals as we continue to grow and meet the needs of the long-term individual investor.

Our commitment to providing a workplace that both challenges us and rewards our associates has contributed to our inclusion in FORTUNE magazine’s list of the “100 Best Companies to Work For 2012” in America. The firm has appeared on the list 13 times, including the No. 5 ranking for large-sized companies this year.

Department: Information systems

Description: The voice services department at Edward Jones manages over 14 thousand IP extensions on a global enterprise voice network to support the firm's teams and departments providing a highly available service to our clients, branches, and associates.

The department manages a range of services from design, implementation, administration and support of enterprise-wide voice technologies, voice mail applications, computer voice integration applications, centralized call recording applications, contact center applications including work force management tools and additionally installation, maintenance and troubleshooting of carrier-provided data and voice communication circuits.

Key Responsibilities:

The Senior Network Voice Analyst is responsible for:

· Working closely with associates and third-party vendors to troubleshoot, and resolve problems

· Design, develop, and test contact center solutions

· Resolving complex problems of voice services and applications

· Delivering quality timely results while managing competing priorities

· Improving overall service and efficiencies of the support processes year to year

· On call support during nights, weekends and holidays in rotation

· Following standards and guidelines of the firm, team, and industry related to change management and technologies to implement solutions

Position Requirements:

·Undergraduate degree in related field required preferred

·A minimum of 5 years of telecommunications experience

·Foundational understanding of:

1. Configuration and setup of Avaya voice systems and circuits
2. Avaya adjuncts including Modular Messaging, AES and Voice Portalo Contact centers including design, reporting, and IVR's
3. Voice communications principles and practices o Windows and Linux operating systems and packaging applications
4. Documentation standards and network and call flow diagramming
5. Strong interpersonal and leadership skills o Oral and written communication skills
6. Self-motivated while Working in a team or as an individual contributor

· Highly qualified candidates will have demonstrated experience in the following:

1. SIP
2. Verint call recording
3. Large scale IP voice networks