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Unified Communications Analyst

The Coca-Cola Company

  • Location: Sofia, SO - BGR
  • Post Date: 12/1/2018
  • Job Type: FULL TIME
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Job ID: R-20633

Position Overview:

The Unified Communications Analyst will serve as a Subject Matter Expert for the global environment(Voice and Video). The successful candidate will have deep technical knowledge in unified communication solutions, call center technologies, routing protocols and infrastructure components such as session boarder controllers and gateways. This position leads discussions and technical reviews of customer and company requirements. Translates requirements into solutions in the unified communication space, which can also include integration of video conferencing. Mentors junior team members and seeks to engage broader Global IT community to build solutions that align with Global IT Strategies and objectives. Creates training materials for end users and other support staff including Help Desk and Client Operations teams.

Function Specific Activities:

Job Requirements:

- Implementation, test and turn up of customer Voice & Video services in cooperation with the customer
-Technical validation of new customer Voice & Video requests
-Technical point of contact for customers issues related to Voice & Video service implementation, test and turn up.
- Produce customer documentation to support formal service delivery and hand over process
- Supply regular updates to Customers, keeping them aware of progress on their orders and assisting
- Manage or participate in cross-functional teams to promote technology strategies, analyze products, conduct pilots and implement new solutions.
- Analyze business requirements (e.g., functional and technical requirements, information need, business processes) by conducting information-gathering sessions with clients, analyzing the information and prioritizing the requirements to gain understanding of the business needs.
- Consult with business and IT projects to gather requirements and translate those requirements into unified communication solutions. Provide estimates and/or designs to project teams. Lead any necessary integrations or builds for projects.
- Manage a project against a plan and objectives to ensure commitments are met by monitoring, assessing, and resolving variances in budget, timing or quality of work.
- Prepare project status reports by collecting, analyzing, and summarizing information and trends; recommending actions.
- Analyze project financials and trends to identify opportunities, escalating issues and variances to budget where necessary Promote and monitor compliance of solution development activities with audit and information risk policies.
- Manage risks, assessing gaps/opportunities, and implementing action plans to mitigate risks, when applicable.
- Manage vendor relationships.
- Work with vendors to develop solution roadmaps.
- Provide oversight in diagnosing and resolving complex telecom infrastructure and network issues.
- Develop and consult on operational processes to support the environment. This would include Incident Management, Change Management, Problem Management, and life cycle planning.
- Create documentation for Operations, Help Desk, and Region IT personnel. Create training materials for End Users.
- 2nd and 3rd level support.
- Implementation, test and turn up of customer Voice & Video services in cooperation with the customer
-Technical validation of new customer Voice & Video requests
- Manage or participate in cross-functional teams to promote technology strategies, analyze products, conduct pilots and implement new solutions.
-Technical point of contact for customers issues related to Voice & Video service implementation, test and turn up.
- Produce customer documentation to support formal service delivery and hand over process
- Supply regular updates to Customers, keeping them aware of progress on their orders and assisting
- Mentor junior team members and Region IT personnel. Elevate skill sets to facilitate ‘shift left' of work.

Years of Experience:

3-5 Years Experience

Growth Behaviors:

  • GROWTH MINDSET: Demonstrates curiosity. Welcomes failure as a learning opportunity.
  • SMART RISK: Makes bold decisions/recommendations.
  • EXTERNALLY FOCUSED: Understands the upstream and downstream implications of his/her work. Tracks and shares external trends, best practices or ideas.
  • PERFORMANCE DRIVEN AND ACCOUNTABLE: Has high performance standards. Outperforms her/his peers.
  • FAST/AGILE: Removes barriers to move faster. Experiments and adapts. Thrives under pressure and fast pace.
  • EMPOWERED: Brings solutions instead of problems. Challenges the status quo. Has the courage to take an unpopular stance.

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