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Infrastructure Analyst (R1075888) in Reading, UK at IQVIA™

Date Posted: 5/17/2019

Job Snapshot

Job Description

Join us on our exciting journey! IQVIA™ is The Human Data Science Company™, focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics and human ingenuity to drive healthcare forward.

Infrastructure Analyst

Role Purpose

Responsible for the design, documentation, implementation, maintenance, and operational support of IQVIA cloud-based contact center services including call processing, call flows, and configuration of custom and ad hock reporting requests. The Infrastructure Analyst is charged with self-managing assigned projects, communicating the status of the project to the project managers, staff and management, vendors, and internal customers.

Principal Accountabilities

The primary focus of the Infrastructure Analyst position is design, documenting, installing, maintaining and upgrading Avaya / Cisco IP Telephony product suite. The telephony environment includes CUCM Call Manager v. 9.X, 11.X, Unity Connection, UCCX, UCCE, CUIC, Session Management v.11, Jabber, ELM enterprise license manager, and Avaya v.5.X.  Secondary functions include virtual server management of telephony servers through VMWare, routing/switching configuration and support in a global heterogeneous telephony environment.

  • Provides 3nd level telephony and call routing engineering support
  • Troubleshoots multi-vendor inoperability problems and provides solutions to solve complex issues
  • Is able to work independently, and in a consultative role with both internal and external customers and vendors to resolve outages and problems
  • Supports global implementations remotely

Minimum Education, Experience, & Specialised knowledge

  • Bachelor's degree or equivalent in Computer Science or related discipline or knowledge acquired through equivalent experience and a minimum of five (5) years experience in voice services support, implementation and analyses
  • Significant breadth and depth of knowledge in one or more of the following technologies: Avaya Contact Center, UCCE Cisco Contact Center Enterprise, CUIC Cisco Unified Intelligence Center,  Finesse, Cisco Call manager, voice gateway protocols (H.323, SIP, MGCP) PSTN, PRI, Centralized FAX services, Cisco Jabber, Unity connection, IP phones, UCCX, Cisco Unified Border Element (CUBE), ATA190, VG310 / VG320, and QOS
  • Knowledge of project management methodologies and ITIL v.3 change management processes is required
  • Exemplary oral and written communications skills and interaction with end users, vendors, and technical staff is required
  • Knowledge of or skills in performance tuning and testing is required
  • Expert in Cisco voice solutions and good knowledge of QOS, routing and switching preferable

We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve human health outcomes. Whatever your career goals, we are here to ensure you get there! We invite you to join IQVIA™

Job ID: R1075888


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