Job Details

Sr. IT Telecom Analyst

Genworth North America Corporation
Lynchburg, Virginia, United States

Sr IT Telecom Analyst


Lynchburg VA or Richmond VA


You will provide support and project level oversight in the planning, evaluation, design, development, and implementation of Call Center functionality, SIP trunk design and support, as well as providing 24/7 support of telephony environment as required

This role includes maintaining and programming a variety of Avaya products, including Communication Manager, CMS, AES, Modular Messaging, Session manager, Avaya Experience Portal and Verint Call Recording. This role will be responsible for setting up and maintaining telephony servers and verifying OS patches are current, toll free number provisioning and SIP trunk testing as requested by the business and helping team members with complicated requirements. Hands on support of the local call center reps is required. The Sr IT System Analyst must be able to quickly analyze complex technical issues with minimal supervision, and work within a team environment while communicating well to a diverse set of colleagues, vendors and partners.



* Working with internal technical teams to help develop solutions and integration with the telecom platform as required
* Detailed understanding of call center technologies - Avaya required
* Excellent communication skills (oral, written and presentation), organizational and collaboration skills
* Intermediate/Advanced knowledge and development of diagrams and methodologies using Microsoft office toolset
* Demonstrated ability to apply new technology concepts to a real working environment
* Systems integration experience with CTI and AES applications


* Excellent communication skills (oral, written and presentation), organizational and collaboration skills
* Knowledge of Microsoft office including Visio and Excel proficiency
* Project management skills and experience
* Systems integration experience with CTI and AES applications
* Intermediate understanding of VOIP principals and good working knowledge of SIP protocol
* Intermediate/Advanced Avaya/ACD, design, build support (intermediate/advanced troubleshooting skills)
* Intermediate/Advanced Design and Build of Test Plans for Telephony environment


* Avaya contact center experience
* Verint call recording experience
* Project management background
* Sonus\Ribbon Session Border Controller background


Internal job title will be IT Systems Analyst


Genworth Financial, Inc. is a leading insurance holding company committed to helping families achieve the dream of home ownership and address the financial challenges of aging through its leadership positions in mortgage insurance and long term care insurance. Headquartered in Richmond, Virginia, Genworth traces its roots back to 1871.

The mission of Genworth's US Life business is to develop solutions that meet the financial challenges with the aging, including individual and group long term care insurance, annuities, life insurance and new innovative products over time.

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