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Supports enterprise telephony operations during migration from Avaya and Cisco platforms to Five9 CCaaS. Administers Cisco and Microsoft Teams voice environments, performs MACD activities, provisions and deprovisions users, resolves routine connectivity and authentication issues, manages ServiceNow tickets, documents procedures, and coordinates with IT, network, vendors, and business teams. The role also escalates complex diagnostics, supports telecom deployments, and provides mentoring during standard Eastern Time business hours without on-call duties.

The Salesforce Business Analyst will define and prioritize Market-to-Sales requirements, translate business needs into Salesforce solutions, and collaborate with stakeholders and Agile delivery teams. Responsibilities include Salesforce CPQ and Billing design, prototyping, process improvement, solution implementation oversight, backlog grooming, sprint planning, and system integration analysis. The role requires Salesforce Sales Cloud and administration experience, knowledge of Agile methods, business workflows, subscription lifecycles, and downstream billing impacts.

Provides onsite and remote IT support for end users, including Windows devices, hardware, software, printers, connectivity, endpoint protection, and user onboarding/offboarding. Manages ITSM tickets, SLAs, asset inventories, CMDB records, documentation, and ITIL processes. Coordinates with offshore network and security teams, troubleshoots recurring issues, supports office setups, and performs lifecycle management for IT equipment across client locations in New York and New Jersey.

Leads enterprise knowledge management and conversational AI strategy, governance, optimization, and performance. Owns chatbot effectiveness, support deflection, self-service adoption, knowledge content quality, analytics, dashboards, and continuous improvement. Partners with support, operations, product, engineering, technical teams, and vendors to improve customer experience, automate support scenarios, establish governance, and evaluate platform enhancements and migrations.

Develop and maintain ServiceNow applications, workflows, scripts, integrations, CMDB data, and Software Asset Management processes. Build REST and SOAP integrations using Flow Designer, Integration Hub, OAuth, and Data Streams. Troubleshoot production issues, perform root cause analysis, participate in testing and code reviews, and document technical solutions while collaborating with consultants, architects, QA, and stakeholders.

Support enterprise contact center and telephony operations during migration to Five9 CCaaS. Administer Cisco, Microsoft Teams, Avaya, and Five9 platforms; perform provisioning, deprovisioning, MACD changes, troubleshooting, ticket management, documentation, and user support. Collaborate with IT, network, vendors, and business teams, escalating complex diagnostics to L2 engineers. Work standard Eastern-time business hours without on-call responsibilities.

Leads global IT infrastructure support operations, including ticket management, staffing, escalations, team development, SLA compliance, reporting, stakeholder communication, documentation, knowledge management, and process improvement. Oversees end-user technologies including Microsoft 365, identity and access management, endpoint management, asset management, enterprise telephony, and business applications while ensuring policy and compliance adherence.

Designs, architects, implements, and supports enterprise network infrastructure across on-premises, hybrid, and cloud environments. Manages Cisco, Aruba, FortiGate, wireless, VPN, firewall, load-balancing, and monitoring technologies. Leads network security, availability, incident response, troubleshooting, automation, documentation, and standards initiatives while mentoring engineers. Requires strong Layer 2/3 networking expertise, cloud networking knowledge, scripting skills, and 5+ years of experience.

Designs, implements, supports, and secures enterprise network infrastructure across on-premises and cloud environments. Responsibilities include managing Cisco, Aruba, FortiGate, wireless, VPN, load-balancing, and monitoring technologies; leading incident response and root-cause analysis; implementing resilient network architectures; automating configuration and monitoring with Python or Bash; mentoring engineers; and maintaining technical documentation and standards.

Provide timely customer support to U.S.-based customers through voice and chat channels. Resolve issues, document interactions, meet service metrics and SLAs, follow quality and compliance procedures, and escalate complex matters when necessary. The role requires strong communication, empathy, problem-solving, attention to detail, and flexibility to work rotational U.S. shifts and extended hours during peak periods.