Voice Analyst

Position Summary

The Voice Analyst is responsible for supporting the voice network for JetBlue across both on prem and cloud-based voice platforms. The Voice Analyst will be responsible for Amazon Connect daily maintenance, Avaya on prem MAC, Amazon Lex bot maintenance, and daily monitoring and action plans for any errors, as well as reporting and analytics, call traffic routing, and ticket management. The Voice Analyst ensures cohesion between all business units, IT Networking, IT Security, carrier, and varying business partners to support the voice platforms.

Essential Responsibilities

• Analyze voice network engineering systems with a focus on Amazon Lex; Amazon CloudWatch; Amazon Connect; Avaya on prem platforms for user management
• Participate in call routing via many modes including SIP, TDM, and VOIP
• Work with the following functions to identify and resolve any issues: network hardware, internet standards, and protocols; phone system administration, inbound contact center call flows, and outbound dialer functions
• Perform license reconciliation as needed
• Monitor and respond to system errors in a 24/7 environment
• Provide Level 1 support and troubleshooting for resolving platform and crewmember issues
• Analyze LAN, WAN, Wireless LANWireless LAN, and WWAN
• Attend meetings for project implementation and provide detailed reporting to IT leadership
• Participate in agile project management for sprint development
• Support change controls, monitor post activity and support service level agreements (SLA’s)
• Coordinate new location activations and location decommissions
• Keep all knowledge articles and documentation up to date
• Other duties as assigned

Minimum Experience and Qualifications

• Bachelor’s degree in a related discipline; OR demonstrated capability to perform job responsibilities with a combination of a High School Diploma/GED and at least four (4) years of previous relevant work experience
• One (1) year of experience with voice platforms, preferably Amazon Connect
• Knowledge of various LAN/WAN technologies (DNS, SMTP, SNMP, BGP, EIGRP, HSRP, Cloud ISPs)
• Proven experience in Amazon Lex
• Proven experience in Amazon CloudWatch
• Proven experience in Amazon Connect
• Experience in call routing via many modes including SIP, TDM, and VOIP
• Proven experience with Avaya on prem platforms for user management
• Good technical understanding of network hardware, internet standards, and protocols
• Ability to understand phone system administration, inbound contact center call flows, and outbound dialer functions to identify and resolve any issues related to them
• Experience with performing license reconciliation as needed
• Experience with understanding LAN, WAN, Wireless LAN, and WWAN
• Understanding of agile project management for sprint development
• Available for occasional overnight travel (10%)
• Must pass a pre-employment drug test
• Must be legally eligible to work in the country in which the position is located
• Authorization to work in the US is required, this position is not eligible for visa sponsorship

Preferred Experience and Qualifications

• Two (2) years of experience with voice platforms, preferably Amazon Connect
• Experience moving from an on prem voice platform to a cloud-based platform

• Telecom expense management experience
• Experience in working in voice platforms in a contact center environment
• Experience with managing a voice environment with business process outsourcing (BPO’s) in an international environment

Crewmember Expectations:

• Regular attendance and punctuality
• Potential need to work flexible hours and be available to respond on short-notice
• Able to maintain a professional appearance
• When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
• Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun

• Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards

• Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR))
• The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.

Equipment:

• Computer and other office equipment

Work Environment:

• Traditional office environment

Physical Effort:

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)

Compensation:

• The base pay range for this position is between $68,000.00 and $112,000.00 per year. Base pay is one component of JetBlue’s total compensation package, which may also include access to healthcare benefits, a 401(k) plan and company match, crewmember stock purchase plan, short-term and long-term disability coverage, basic life insurance, free space available travel on JetBlue, and more.