The Senior Telecom Analyst is responsible for the administration, configuration, support, and ongoing optimization of the enterprise voice and contact center environment, including Amazon Connect and Avaya telephony platforms. This role serves as a technical subject matter expert for contact center technologies, voice infrastructure, telephony services, and carrier management. The analyst will support daily operations, incident resolution, Moves/Adds/Changes (MACs), telecom provisioning, DID inventory management, carrier relationships, number porting, platform configuration, and technology enhancements that enable exceptional employee and customer experiences. This position partners closely with Contact Center Operations, Infrastructure, Networking, Security, and business stakeholders to ensure highly available, secure, and scalable telecommunications services.

Key Responsibilities
- Administer, configure, and support the Amazon Connect platform including contact flows, queues, routing profiles, user administration, agent configurations, call recording, and reporting.




- Support integrations between Amazon Connect and enterprise applications.
- Troubleshoot contact center issues impacting voice, chat, routing, agent functionality, and customer experience.
- Administer and support Avaya VoIP telephony environments.
- Configure and maintain dial plans, call routing, hunt groups, call queues, and voice services.
- Perform telecom Moves, Adds, Changes, and Deletes (MACD) requests.
- Manage enterprise DID inventory and lifecycle management.
- Lead telephone number porting activities and coordinate with telecom carriers and vendors.
- Provide Tier 2 and Tier 3 operational support for telecommunications services.
- Participate in incident response, root cause analysis, and problem management activities.
- Support telecom modernization, migration, and contact center transformation initiatives.
- Create and maintain telecom documentation, standards, and operational runbooks.

📌 Telecommunications Engineer (Guadalajara)
🏢 Genpact
📍 Guadalajara