Comm System Design Engr Stf

• Working knowledge of call center network system components and understanding of how voice and network interface.
• A critical thinker who can plan, develop, and implement companywide telecommunications infrastructure.
• Toll Free number network implementation
• Knowledge of call detail and call volume analysis
• Advanced functional knowledge of a Call Center networks, call flows and call routing
• Network monitoring, support and administration experience required. Knowledge of telecommunications infrastructure a plus. Telecom / Broadband (DSL / T1, Cable, 3G, etc.) and project management experience highly desirable.
• Knowledge of local and long distance carrier knowledge, computer/telephony integration (VoIP), disaster recovery development
• Must have working knowledge of Microsoft Outlook, Access, Excel, Project, PowerPoint and Visio.
• Advanced analytical, critical thinking and problem solving skills
• Knowledge of Customer Service Center processes, policies and procedures
• Has a firm understanding of hosted voice services with SIP trunk services and be able to provide explanation and guidance on a system implementation and configuration.
• Relevant functional/business analysis experience in support of a telecom client or projects, along with a strong understanding of the Agile methodology
• Excellent verbal and written communication skills
• Requires basic skills in teamwork, communication, presentation, and time management to work effectively with teams throughout the organization

Job Description

Works with the client to ensure existing systems, processes and procedures are optimal in supporting the business goals and objectives. Consults and recommends appropriate changes.

Builds, changes, tests, and implements toll free numbers in the Verizon network via Verizon Toll Free Network Manager (TFNM) in accordance with the annual releases. Changes and tests network routing plans. Runs and analyzes call center and network statistics, internal reporting tools and Verizon’s reports internet portal. Maintains toll free number inventory. Develops and delivers training on new Verizon TFNM functionality. Develops and delivers training on the Verizon reports internet portal. Runs and analyzes reports on ACD/CCC/CVP and toll free numbers for network anomalies and issues that impact service levels. Runs and analyzes reports for trouble shooting.

Monitors and identifies toll call records that indicate fraudulent activities. Analyzes call detail for patterns and suspected fraud and refers to appropriate organizations. Supports IT organzation by identifying and analyzing network anamolies that cause downtime and incomplete call issues.

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Leidos is a global leader in the integration and application of information, technology and systems working to solve the world’s toughest challenges in the civil, health, defense, intelligence and homeland security markets. The company’s 33,000 diverse employees support vital missions for government and commercial customers in 30 countries. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of Leidos with Lockheed Martin’s Information Systems & Global Solutions business (IS&GS). For more information, visit www.Leidos.com. The company’s diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos is an Equal Opportunity Employer.

Job Location(s): Chamblee Georgia