20 days old

Telephony Systems Specialist - ADV000BM

Roseland, NJ 07068
  • Job Code
Primary Location United States-New Jersey-Roseland

Prudential is seeking a highly motivated Systems Analyst to work closely with business and technical communities to implement telephony solutions to meet business objectives. This position leverages technical skills as well as project management, analytical, conceptual, and problem-solving skills. 


Excellent communication skills are required to partner with internal and external business, systems, management, and vendor groups. The environment is fast paced and provides excellent developmental opportunities. 

  • Collaborate with business partners to understand their requirements and the challenges they are trying to solve for; identify and clarify any gaps, and define and document business use cases 

  • Collaborate with technical partners to document systems requirements  

  • Collaborate with technical resources to evaluate telephony solutions and present recommendations to the business to reduce cost or improve service 

  • Independently manage projects; document costs and assumptions, document requirements, create & maintain project plans, provide status, manage resources, schedules, and business expectations 

  • Collaborate with business partners to manage testing support; develop and execute test plans / use cases / scenarios, define and document expected testing results, and analyze and triage defects reported 

  • Manage implementations; address defects, and coordinate installations 

  • Maintain the Standard Operating Procedure (SOP) and Business Continuation (BC) documentation; ensure content is relevant, complete, and accurate. Actively identify gaps and define, document, and implement processes 

  • Lead, coordinate and manage BC testing exercises and independently manage BC recovery as required 

  • Understand, maintain, and support telephony infrastructure; troubleshoot issues, coordinate root cause analysis, present recommended corrective action, and track the resolution efforts 

  • Perform related duties as assigned or requested 

  • Demonstrate ownership and accountability of projects and activities

  • Translate business call flow requirements into detailed vector programming inclusive of Business Continuation planning


  • Ability to translate business call flow requirements into detailed vector programming 

  • Ability to manage complex telephony projects  

  • Ability to work with multiple internal and external groups (across multiple locations)  

  • Ability to simultaneously manage multiple projects and effectively prioritize work to meet all deadlines under tight time constraints  

  • Ability to estimate project effort and duration  

  • Ability to track and resolve issues through resolution  

  • Ability to work within established processes and procedures 

  • Proficient in the use of Microsoft Office products (Project, Word, Excel, Power Point, Visio)  

  • Experience with AGILE, JIRA, and Confluence preferred 

  • Strong interpersonal and communication skills (written and verbal)  

  • Strong organizational skills, resourcefulness, and attention to detail, along with the drive for excellence  

  • Self-motivated learner who will take the opportunity to learn new technologies and take the initiative to become the Subject Matter Expert (SME)  

  • Demonstrates a strong desire to maintain our reliable reputation and strive to improve it by employing creativity, curiosity, and desire for continuous learning  

  • Possesses analytical, conceptual and problem-solving skills  

  • Knowledge of contact center operations and technologies preferred  

  • Avaya Call Center product knowledge preferred  

  • BS/BA in Telecommunications, Information Systems, Computer Science, Business, or equivalent work experience preferred 

  • Team provides 24x7 support, off hours and weekend work required as needed

@!*!Prudential is a multinational financial services leader with operations in the United States Asia Europe and Latin America. Leveraging its heritage of life insurance and asset management expertise Prudential is focused on helping individual and institutional customers grow and protect their wealth. The companys well-known Rock symbol is an icon of strength stability expertise and innovation that has stood the test of time. Prudential's businesses offer a variety of products and services including life insurance annuities retirement-related services mutual funds asset management and real estate services. For more information please visit www.prudential.com.

Prudential is not accepting unsolicited resumes from search firms for this open position unless contracted with Staffing. Agencies must work with Staffing as the primary point of contact and follow the Prudential application process to be considered for business. All resumes submitted by search firms to any employee at Prudential via-email Internet or directly to hiring managers in any form without a valid written search agreement in place for that position will be deemed the sole property of Prudential and no fee will be paid in the event the candidate is hired by Prudential.
Note: Any search agreement entered into with Prudential before January 2004 is null and void. Search firms are essential to the recruitment and staffing efforts at Prudential and we value the partnerships we have built with our preferred vendors. Prudential has established and regularly maintains a preferred vendor list and even preferred vendors need to have a written search agreement signed by the Director Recruiting Programs Staffing at Prudential in place for the specific position in order for a fee to be paid for any candidate referrals.
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Posted: 2020-05-04 Expires: 2020-06-03

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Telephony Systems Specialist - ADV000BM

Roseland, NJ 07068

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