Telecom Analyst, Viewer Experience Operations Center

Customer Support | San Antonio, TX | Full-Time

Travel Required: No | People Manager: No

Hulu is a premium streaming TV destination that seeks to captivate and connect viewers with the stories they love. We create amazing experiences that celebrate the best of entertainment and technology. We’re looking for great people who are passionate about redefining TV through innovation, unconventional thinking and embracing fun. It’s a mission that takes some serious smarts, intense curiosity and determination to be the best. Come be part of the team that’s powering play. 

SUMMARY

Hulu’s Viewer Experience (VX) team is seeking a Telecom Analyst, for the Viewer Experience Operations Center (VXOC) who will be an exceptional addition to our team.  In this role, you will focus on automatic call distribution (ACD) and Salesforce support for the Viewer Experience team. The role requires strong understanding of telephony programming and call flow management in our call center software, Five9. You will also be responsible for medium sized projects designing emergency, holiday and proactive messaging of call flows and upgrading systems and applications.  This includes partnering with cross functional teams and ensuring projects are completed ahead of schedule.

WHAT YOU’LL DO

  • Designing and documenting call flows for Viewer Experience department and end to end testing prior to go live
  • Managing account creation and skill assignment in telephony system for new hires and existing advocates
  • Troubleshooting ACD login issues with operational managers and escalating to third party vendors if needed
  • Track trunk utilization and manage licenses for Advocates and trunks for the contact center
  • Provide call detail reports to management and operational leaders
  • Maintains and documents cabling systems; coordinates the installation of modem ports and data lines, and assists performing the installations
  • Track the usage of 800 / local DID numbers for VX and manage the ordering and set up of new numbers for special projects
  • Operate in a 24/7 on-call support role focused on maintaining high system availability.  Support software-related escalations and drive resolution as required
  • Ability to deep dive, conduct root cause analysis and implement corrective actions
  • Meets with managers to assess current systems, determine telecommunication needs, explain the costs and benefits of available options, prepare preliminary design proposals systems and coordinate installation
  • Work collaboratively with Operations to implement changes to the IVR based on business needs
  • Provide best contact center routing scenarios to VX leaders

WHAT TO BRING

  • Bachelor’s degree and or 2 years of experience in telephony management
  • 2+ years working experience in VoIP / Five9 telephony administration
  • 2+ years of experience in Telecom infrastructure and ACD management
  • MS Excel and/or MS Access skills required
  • Available for incident response 24/7/365

NICE-TO-HAVES

  • Ability to deep dive, conduct root cause analysis and implement corrective actions
  • Flexible, people oriented and able to work in a team environment
  • Experience exercising strong oral, written, listening and interpersonal skills
  • Ability to develop presentations leveraging a proficiency in MS Office
  • Five9 contact center certification

    We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with applicable federal, state and local laws.

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