Communications Analyst

The Communications Analyst supports enterprise unified communications initiatives, including the migration from legacy Avaya/Centrex systems to a SIP-based platform. This role focuses on implementation support, vendor coordination, troubleshooting, documentation, and end-user enablement across the organization.

• Support planning and execution of enterprise communications upgrades from Avaya/Centrex to SIP/VoIP platforms.
• Develop time and material estimates for system builds, upgrades, and enhancements.
• Coordinate with vendors, Local Exchange Carriers (LECs), and internal teams to ensure on-time delivery and number porting.
• Provide advanced support and troubleshooting for Avaya CM, call center systems, CMS, and SIP/VoIP environments.
• Monitor and maintain call center performance metrics and reporting.
• Create and maintain system documentation, diagrams, and user guides; assist with end-user and agent training.
• Collaborate with cross-functional teams to gather requirements and support system upgrades, integrations, and future enhancements.