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Digital & IT Senior Analyst - Telecom Services

PARKER HANNIFIN CORPORATION • Cleveland, OH • 5h ago

Location : CLEVELAND, OH, United States

Job Family : Information Technology

Job Type : Regular

Posted : Sep 8, 2025

Job ID : 59432

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Job Description

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As part of the Global Network Delivery team, this role has been created to manage legacy Corporate voice systems for Parker globally, to manage migrations from these systems to MS Teams VoIP, and to implement and support a modern Contact Center solution.

This role will require a high level of interaction with the business, internal teams and our key business partners to deliver solutions that meet our customers' needs. Working in a highly collaborative environment and utilizing ONE1T principles, this role will be focused on supporting legacy telecoms solutions, on migrating sites to Microsoft Teams from legacy telecom solutions, and on implementing a modern and compatible Contact Center solution.

This role requires excellent project management skills and the ability to effectively lead and manage our strategic delivery partners. Ensuring that documentation and procedures are up to date is also key, as well as encouraging members of the team to follow project standards.

Relies equally on the ability to absorb and apply technical information and on extensive verbal and written (e-mail) communication with direct team members, local staff, divisional users and external strategic partners.

Understand and support incumbent Voice solutions in North America

Regular meetings with external partners to maintain incumbent solutions, track global incidents and resolve any issues relative to Parker systems

Partner with the Business to drive the adoption of Teams Voice across the organization

Partner with the business to drive the adoption of a modern integrated Contact Center

Assist locations with assessment & information gathering of existing telephony solutions

Assist with network readiness assessments for Parker sites

Develop methodologies for delivering service improvements across all applicable areas

Communicate with stakeholders and partners to resolve technical and business issues

Facilitate post-migration support and troubleshooting activities

Develop and execute test plans to check and monitor system performance

Report on findings and make recommendations for improvement

Creation of all related documents, including standards, RFP's, policies and procedures

Ensure all KPI's and metrics are on target

Collaborate with external partners to ensure that our environments remain secure, meet best practice and are well maintained

Implement cost saving and process improvement initiatives for all relevant technologies

Leveraging the knowledge in planning for process and performance improvement, providing technical consultation to various groups within Corporate / Divisional IT

Strong communication skills, in both verbal and written form

Flexible and able to adapt to a rapidly changing global environment

Previous experience of managing MS Teams VoIP through external partners

Previous experience on Contact Center solutions

Strong understanding of service delivery with respect to Voice systems

Good organizational and multi-tasking skills and the ability to prioritize

Proven IT analytical and troubleshooting skills along with attention to detail

Proven track record of managing projects of varying length and complexity

Positive, self-motivated individual who can complete tasks independently and who is keen to develop this role within the business

Bachelor's degree in computer science, information systems, or related area (or international equivalent)

5 years or more experience running in a 24/7 Voice/IT environment

5 years or more experience in voice systems, managing contracts, software and hardware elements

Good understanding of the process for Teams voice migrations/transitions

Experience with Microsoft Teams Phone, Direct Routing, Operator Connect, Calling Plans

Experience with Teams Phone features: dial plans, call queues, auto attendants, E911

Experience of analogue and paging systems and Telephony Infrastructure, SIP, PSTN, SBCs, number porting

Experience with modern Contact Center solutions

Knowledge of Openscape Voice and Open Scape Contact Center

A solid understanding of Business Continuity and Disaster Recovery terminology and differences

Strong project management skills

Excellent customer service skills with the ability to deal with demanding situations

Excellent communication, (written and verbal), and collaborative skills

Excellent organizing, planning and prioritization skills

Excellent analytical, conceptual, and problem-solving abilities

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