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Telecommunications Analyst II

Company Name:
IDEXX
## Description
IDEXX Laboratories, Inc. is a leader in pet healthcare innovation, serving practicing veterinarians around the world with a broad range of diagnostic and information technology-based products and services. IDEXX products enhance the ability of veterinarians to provide advanced medical care, improve staff efficiency and build more economically successful practices. IDEXX is also a worldwide leader in providing diagnostic tests and information for livestock and poultry and tests for the quality and safety of water and milk. Headquartered in Maine, IDEXX Laboratories employs more than 5,500 people and offers products to customers in over 175 countries.
Plans, designs and implements call routings for Call Centers worldwide. Evaluates, recommends and plans installation, maintenance and day-to-day operation of voice telecommunications systems.
PRIMARY DUTIES AND RESPONSIBILITIES:
Assesses and optimizes telecommunications equipment. Reviews and analyzes user needs, develops feasibility studies or requests for proposals, evaluates vendor proposals and recommends vendor selection.
Analyzes, evaluates and recommends additions, improvements and changes to the telecommunications voice network.
Supervises installation or installs telephone equipment, software and network services.
Monitors day-to-day operation of telephone and related equipment, assisting in responding to user repairs and problems. Assists with maintaining "zero downtime" for telephone and related equipment.
Assists with analyzing monthly telecommunications bills.
Ensures accurate accumulation of telecom and ACD data to support business units within the company, including maintaining computer systems and training information users on systems for accessing data.
Coordinates interface between telecommunications and information systems to provide integrated handling of calls.
Maintains records of equipment, software, and other important related information.
Performs other duties as required.
Adheres to and models the IDEXX Purpose & Guiding Principles.
## Qualifications
EDUCATION:
Bachelor's degree or equivalent combination of education and work experience required.
EXPERIENCE:
3+ years of call routing and call center technology related experience.
REQUIRED SKILLS AND ABILITIES:
3+ years of call routing experience.
Experience supporting global call centers.
Experience with one or more of the following technologies: IVR, ACD, SIP, SBCs, Vectors, Call Reporting, Call Recording
Ability to communicate effectively, both verbal and written.
Ability to work in stressful situations with flexible hours.
Strong organization skills.
Microsoft computer skills essential.
Strong decisions making skills.
PHYSICAL DEMANDS:
Extensive sitting, phone and computer use.
Some travel may be required.
WORK ENVIRONMENT :
General office environment.
Normal office noise level, with occasional moderate noise.
No unsolicited Employment Agency resumes are accepted.
EOE/M/F/D/V
Job: Information Technology
Primary Location: Americas-United States-Maine-Westbrook ME
Organization: IT Telecommunications - 30000825
Schedule: Full-time
Overtime Status: Exempt
Job Posting: May 13, 2014, 12:20:02 PM
Req ID: 10119 6

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