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Analyst Unified Communications 4

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Date: Feb 19, 2021

Location: San Antonio, TX, US, 78205

Company: CPS Energy

We are engineers, high line workers, power plant managers, accountants, electricians, project coordinators, risk analysts, customer service operators, community representatives, safety and security specialists, communicators, human resources partners, information technology technicians and much, much more. We are 3,300 people committed to enhancing the lives of the communities we serve.  Together, we are powering the growth and success of our community progress every day!

Pay Grade


Position Summary

Analyst Unified Communications 4 is a Sr. Level analyst which is responsible for the Design, Development and ongoing support of CPS Energy’s enterprise communication networks and applications.  This position will interface with all other business units inside of CPS Energy, acting as project lead on various Infrastructure and Communications projects.  The analyst will also be responsible for Tier 3 and Tier 4 support for ongoing operational excellence of all communications platforms including Enterprise Data Networks, Enterprise Phone Systems, and Call Center Application Stacks.  

Tasks and Responsibilities

  • Partner with Enterprise Architecture, Project Delivery Office, and Infrastructure Service Delivery Excellence to design and deliver highly innovative communications technologies to support both data and voice communications.
  • Interact with upper-level IT management, leads, engineers, and architects to ensure processes are efficient, sustainable, repeatable, and predictable.   
  • Provide Tier 4 support for Enterprise Data and Voice Networks including route/switch data networks, Carrier Grade MPLS Networks, Cisco Unified Communication Manager, Cisco Unified Call Center Express and all other supporting applications.
  • Assume technical lead role in problem resolution and root cause analysis, and provide actionable after-incident analysis to ensure root cause issues are logged and remediated
  • Maintain effective external relationships with CPS Energy vendors, consultants, and service providers.  Leverage these relationships to ensure that the best fit solutions and resources are available to the enterprise. Where necessary, work with solution vendors during installations and deployments
  • Support the Enterprise IT vision deliverables by implementing viable technologies, ensuring compatibility with the existing environment, and acting as a technical resource for peers and managers within the Enterprise IT team
  • Complete work assignments from Enterprise IT Service Management platform to include Incident Management, Problem Management and Service Requests

Minimum Skills

Minimum Knowledge and Abilities

Experience in highly technical role within one or more of the following disciplines: Routed/Switched Enterprise Network Environments, Carrier grade MPLS networks, Cisco CUCM, Cisco UCCX or UCCE and Enterprise Voice Routing
Experience leading cross-functional teams, people and projects in a matrixed organization with a focus on project success
A demonstrated track record of driving process optimization; the ability to process map and identify key technical levers for optimization
A demonstrated ability to work effectively laterally, bring people along, facilitate the best thinking and build trust based relationships to deliver results
Experience with designing, implementing and supporting VoIP networking and technical proficiency in LAN/WAN architectures
Ability to design and document Data Center networks, including application access and flow diagrams
Experience deploying and supporting Unified Communications collaboration tools using integrated voice, video, and data architectures
Strong understanding of the design and implementation of network monitoring tools and technologies including Cisco Prime Infrastructure, Cisco Prime Collaboration Assurance, NetBrain, Wireshark
Experience creating and managing end to end telecom/data carrier provisioning, billing, and troubleshooting procedures
Experience designing, implementing and supporting Cisco Firewall and IPS design, implementation Integration
Microsoft Visio

Preferred Qualifications

  • Bachelor’s Degree in computer science or related field
  • CCNP or higher in Voice or Data Network disciplines
  • Strong planning and analytical skills; ability to assess complex situations, make decisions and manage projects from start to a positive outcome.
  • Experience in Utility industry specifically relating to SCADA network design and implications
  • Experience with the National Electric Reliability Corporation CIP standards and compliance


Supporting Organizational Goals
Interacting with People at Different Levels
Learning Quickly
Driving Continuous Improvement
Delegating Responsibility
Critical Thinking

Minimum Education

Associates Degree OR equivalent work experience

Required Certifications

Working Environment

Work is performed both indoors and outdoors. Operating computer, manual dexterity, talking, hearing, and repetitive motion. Use of personal computing equipment, telephone, multi-functioning printer and calculator.
Ability to travel to and from meetings, training sessions or other business related events. After hours work may be required.

Physical Demands

Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

CPS Energy does not discriminate against applicants or employees. CPS Energy is committed to providing equal opportunity in all of its employment practices, including selection, hiring, promotion, transfers and compensation, to all qualified applicants and employees without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, citizenship status, veteran status, pregnancy, age, disability, genetic information or any other protected status. CPS Energy will comply with all laws and regulations.

Nearest Major Market: San Antonio

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