Telecommunications Analyst

St. Louis County’s Department of Information Technology is seeking a Telecommunications Analyst to provide dedicated enterprise telecommunications support for a large, county-wide environment. In this role, you will help ensure the integrity and 24×7 operation of the County’s enterprise telephony and contact center infrastructure, including RingCentral cloud-based communication platforms, encompassing both RingCentral MVP (“RingEX”) for office telephony and RingCentral Contact Center (“RingCX”) for call center operations. The telecom support team manages 3,500+ phones/users across multiple departments, handling enterprise call routing, VoIP administration, contact center configuration, number management, system integrations, and more. This is a mission-driven position offering the opportunity to work with modern unified communications technology at significant scale, directly supporting St. Louis County’s critical public services.

The typical starting salary is $65,790.40 - $78,956.80 annually depending upon the candidate's qualifications as well as budgetary considerations. Additionally, we offer a comprehensive benefits package and a generous Paid Time Off (PTO) policy. To learn more about these and other County benefits, please visit: Saint Louis County Employee Benefits

St. Louis County Government is a qualified agency for the Public Service Loan Forgiveness program managed by the Federal Government.  For more information regarding this program, please visit: Public Service Loan Forgiveness | Federal Student Aid

• Configure, monitor, and maintain the County’s unified communications environment to keep enterprise voice, telephony, and contact center systems fully operational. This includes system administration through the telecommunications platform (users, extensions, call queues, IVRs, voicemail, softphones, physical VoIP phones, etc.) and ensuring high availability
• Design and adjust call routing plans, auto-attendant menus, hunt groups, and ACD/queue configurations to meet County departments’ needs
• Ensure contact center operations are optimized, managing agent users, skill groups, call queues, IVR scripts, operating schedules, and real-time monitoring of queue performance and recordings as required.
• Process and fulfill work orders for moves, adds, and changes of telecommunication services and equipment for end-users and departments. This includes provisioning new users and devices, assigning DIDs and extensions, porting or updating phone numbers, and coordinating office telephone setups for employee moves or new site installations.
• Provide Tier 3 support for complex telecom and VoIP issues. Investigate, diagnose, and resolve telecommunication incidents, such as dropped calls, call routing errors, voice quality issues, device registration problems, or network connectivity impacts, in a timely manner.
• Work with end-users (both technical and non-technical staff) to identify issues and determine whether problems stem from user devices, network/configuration, or service provider systems. Escalate critical issues appropriately and verify full resolution with the user.
• Act as a primary liaison with external telecom vendors and service providers. Open and manage vendor support tickets, provide detailed information on issues, and work closely with vendor technicians to expedite troubleshooting and repairs.
• Coordinate on-site service calls or hardware replacements when necessary and verify that vendor-delivered solutions meet the County’s requirements and SLAs.
• Collaborate on integrating the telecommunications platform with other County systems and services (e.g. Microsoft Teams integration). Continuously analyze telecommunication usage data and performance metrics to identify trends, optimize call flows, improve user experience, and recommend capacity or configuration changes for better efficiency.
• Contribute to telecom-related projects and technology upgrades, ensuring new features or services are properly tested and deployed.
• Maintain comprehensive telecom documentation, including network diagrams, configuration settings, dialing plans, extension lists, and troubleshooting runbooks.
• Create and update end-user guides and technical training materials, and provide one-on-one or group training to employees on telephone features, voicemail, softphone usage, and new communication tools.
• Assist departments in understanding and utilizing telecommunication services effectively for their business needs.
• Participate in cross-departmental meetings to understand evolving business requirements for voice and contact center services and help translate those into technical implementations.
• Participate in an on-call rotation to provide after-hours support for critical telecommunication issues or outages. Respond swiftly to emergency situations and work until service is restored to minimize downtime for essential County operations.

• Equivalent to an associate's degree in telecommunications or related area of study
• At least six years of related professional work experience