Terumo Blood and Cell Technologies
Telecommunications Analyst
Terumo Blood and Cell Technologies, Lakewood, Colorado, United States
Terumo Blood and Cell Technologies provided pay range
This range is provided by Terumo Blood and Cell Technologies. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $87,000.00/yr - $108,800.00/yr
Direct message the job poster from Terumo Blood and Cell Technologies
Recruiter at Terumo Blood and Cell Technologies JOB TITLE: Telecommunications Analyst
JOB SUMMARY
The Telecommunications Analyst is responsible for supporting Terumo BCT’s global voice and collaboration systems, with a primary focus on Microsoft Teams Voice and NICE CXone contact center technologies. This position ensures reliable, high-quality voice and contact center services for users across the enterprise, including global call centers in the U.S. and Belgium. The analyst provides day-to-day technical support, configuration, and maintenance of cloud-based telephony systems, Session Border Controllers (SBCs), SIP trunking, call routing, and voice analytics. The ideal candidate is a technically skilled, customer-focused professional who excels in troubleshooting, documentation, and cross-team collaboration in a global IT environment.
ESSENTIAL DUTIES
Operate under the direction of the Manager, Network and Telecommunications to support enterprise voice and contact center systems.
Configure, maintain, and optimize Microsoft Teams Voice including Direct Routing, Operator Connect, Auto Attendants, Call Queues, and device policies.
Administer and support NICE CXone contact center functionality including user provisioning, call flows, skill-based routing, IVRs, and reporting.
Manage Session Border Controllers (AudioCodes, Ribbon, or equivalent) and SIP trunking to ensure stable and secure voice connectivity.
Monitor and analyze system performance, voice quality, and utilization metrics; identify and resolve potential issues proactively.
Coordinate with network engineering teams to maintain QoS, voice VLANs, and connectivity across on-premises and cloud environments.
Provide Tier-2/3 support for complex Teams Voice and NICE CXone incidents, performing root cause analysis and remediation.
Maintain clear documentation including call flows, dial plans, configuration guides, and operational procedures.
Collaborate with security and infrastructure teams to ensure telephony solutions comply with IT governance and security policies.
Evaluate new capabilities within Microsoft Teams and NICE CXone that improve efficiency, user experience, or business outcomes.
Support ITIL-based processes for incident, problem, and change management and participate in Agile projects as needed.
Participate in a global on-call rotation supporting enterprise voice and contact center operations.
OTHER DUTIES AND RESPONSIBILITIES
Must be able to work non-standard hours as needed.
Occasional travel may be required to support U.S. and international sites.
MINIMUM QUALIFICATION REQUIREMENTS Education
Bachelor’s degree in Computer Science, Information Technology, or related field — or equivalent combination of education and experience.
Experience
Minimum 3 years experience supporting enterprise voice or unified communications systems.
Hands-on experience with Microsoft Teams Voice configuration and administration.
Experience supporting or maintaining cloud-based contact center solutions (NICE CXone strongly preferred).
Experience managing SBCs, SIP trunking, and call routing.
Working knowledge of network fundamentals (IP addressing, QoS, routing, switching, VLANs).
Experience working in global or multi-site environments is preferred.
Skills
Deep understanding of Microsoft Teams Voice architecture and management.
Proficiency with NICE CXone administration, analytics, and reporting.
Strong knowledge of SIP, codecs, SBC configuration, and voice quality troubleshooting.
Familiarity with PowerShell scripting for Teams Voice automation.
Excellent analytical, documentation, and customer service skills.
Ability to communicate effectively with both technical and non-technical stakeholders.
Strong organization and multitasking abilities within a fast-paced, global IT environment.
Knowledge of ITIL and Agile practices preferred.
Certificates, Licenses, Registrations
Microsoft Certified: Teams Voice Engineer Associate (highly desired)
NICE CXone Certified Engineer or similar contact center certification (preferred)
Cisco CCNA or equivalent foundational network certification
PHYSICAL REQUIREMENTS Typical Office Environment requirements include: reading, speaking, hearing, close vision, walking, bending, sitting, and occasional lifting up to 20 pounds.
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
Seniority level Associate
Employment type Full-time
Job function Information Technology and Other
Industries Medical Equipment Manufacturing and Telecommunications
Referrals increase your chances of interviewing at Terumo Blood and Cell Technologies by 2x
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Base pay range $87,000.00/yr - $108,800.00/yr
Direct message the job poster from Terumo Blood and Cell Technologies
Recruiter at Terumo Blood and Cell Technologies JOB TITLE: Telecommunications Analyst
JOB SUMMARY
The Telecommunications Analyst is responsible for supporting Terumo BCT’s global voice and collaboration systems, with a primary focus on Microsoft Teams Voice and NICE CXone contact center technologies. This position ensures reliable, high-quality voice and contact center services for users across the enterprise, including global call centers in the U.S. and Belgium. The analyst provides day-to-day technical support, configuration, and maintenance of cloud-based telephony systems, Session Border Controllers (SBCs), SIP trunking, call routing, and voice analytics. The ideal candidate is a technically skilled, customer-focused professional who excels in troubleshooting, documentation, and cross-team collaboration in a global IT environment.
ESSENTIAL DUTIES
Operate under the direction of the Manager, Network and Telecommunications to support enterprise voice and contact center systems.
Configure, maintain, and optimize Microsoft Teams Voice including Direct Routing, Operator Connect, Auto Attendants, Call Queues, and device policies.
Administer and support NICE CXone contact center functionality including user provisioning, call flows, skill-based routing, IVRs, and reporting.
Manage Session Border Controllers (AudioCodes, Ribbon, or equivalent) and SIP trunking to ensure stable and secure voice connectivity.
Monitor and analyze system performance, voice quality, and utilization metrics; identify and resolve potential issues proactively.
Coordinate with network engineering teams to maintain QoS, voice VLANs, and connectivity across on-premises and cloud environments.
Provide Tier-2/3 support for complex Teams Voice and NICE CXone incidents, performing root cause analysis and remediation.
Maintain clear documentation including call flows, dial plans, configuration guides, and operational procedures.
Collaborate with security and infrastructure teams to ensure telephony solutions comply with IT governance and security policies.
Evaluate new capabilities within Microsoft Teams and NICE CXone that improve efficiency, user experience, or business outcomes.
Support ITIL-based processes for incident, problem, and change management and participate in Agile projects as needed.
Participate in a global on-call rotation supporting enterprise voice and contact center operations.
OTHER DUTIES AND RESPONSIBILITIES
Must be able to work non-standard hours as needed.
Occasional travel may be required to support U.S. and international sites.
MINIMUM QUALIFICATION REQUIREMENTS Education
Bachelor’s degree in Computer Science, Information Technology, or related field — or equivalent combination of education and experience.
Experience
Minimum 3 years experience supporting enterprise voice or unified communications systems.
Hands-on experience with Microsoft Teams Voice configuration and administration.
Experience supporting or maintaining cloud-based contact center solutions (NICE CXone strongly preferred).
Experience managing SBCs, SIP trunking, and call routing.
Working knowledge of network fundamentals (IP addressing, QoS, routing, switching, VLANs).
Experience working in global or multi-site environments is preferred.
Skills
Deep understanding of Microsoft Teams Voice architecture and management.
Proficiency with NICE CXone administration, analytics, and reporting.
Strong knowledge of SIP, codecs, SBC configuration, and voice quality troubleshooting.
Familiarity with PowerShell scripting for Teams Voice automation.
Excellent analytical, documentation, and customer service skills.
Ability to communicate effectively with both technical and non-technical stakeholders.
Strong organization and multitasking abilities within a fast-paced, global IT environment.
Knowledge of ITIL and Agile practices preferred.
Certificates, Licenses, Registrations
Microsoft Certified: Teams Voice Engineer Associate (highly desired)
NICE CXone Certified Engineer or similar contact center certification (preferred)
Cisco CCNA or equivalent foundational network certification
PHYSICAL REQUIREMENTS Typical Office Environment requirements include: reading, speaking, hearing, close vision, walking, bending, sitting, and occasional lifting up to 20 pounds.
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
Seniority level Associate
Employment type Full-time
Job function Information Technology and Other
Industries Medical Equipment Manufacturing and Telecommunications
Referrals increase your chances of interviewing at Terumo Blood and Cell Technologies by 2x
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