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Telecommunication Analyst III in Winston-Salem, NC at National General Insurance

Date Posted: 5/18/2019

Job Snapshot

Job Description

Primary Purpose:

This position is responsible for design, architecture and management, to include all aspects of the telecommunications infrastructure for all locations.  This includes accountability for system stability and performance and ensuring that company objectives are met.


Essential Duties and Responsibilities:

  • Designs, manages, programs and controls telecommunications systems for all locations on a corporate level. Includes serving as technical consultant to end-users and less experienced personnel.
  • Analyze business requirements, provide time estimates, create and modify Call Flow Diagrams, preparation of design documents, system development, and production handover.
  • Maintains 7x24x365 support coverage. This includes monitoring and directing resolution of outages, issues and maintenance of all telecommunications systems.
  • Investigates and provides root cause analysis for all telecom interruptions and provides mitigation plans to prevent reoccurrences.
  • Coordinate with vendors, internal technical teams, and other staff as necessary to gain assistance and resolve problems with the platform and associated applications
  • Participates in the management and execution of all projects in the telecommunications environment.  Larger projects may be assigned a specific project manager.
  • Mentors junior resources in the voice communications job family.
  • Works closely with resources in the data communication group to ensure the telecom network provides an appropriate level of performance to prevent voice quality degradation and interruption.


Minimum Skills and Competencies:

  • Bachelor of Science or equivalent education, training and work-related experience.
  • Expert knowledge of telecommunications systems including PBX and IVR functionality, conferencing, voicemail and other telecommunications systems.
  • Strong analytical skills in order to design and provide cost-effective solutions to support business initiatives and project requirements.
  • 6+ years of related work experience with Interactive Intelligence CIC platform.
  • Excellent communication and interpersonal skills that include the ability to provide clear explanations of problems and resolution conclusions with all levels of management.
  • The ability to work with business representatives to develop detailed requirements and project plans to support new initiatives.
  • Competent in the use of software that includes Excel, Word, Project, PowerPoint, and Visio.


Desired Skills:

  • In depth knowledge of Interactive Intelligence Customer Interaction Center platform.
  • In depth knowledge of large call center environments.
  • Experience in insurance or financial services environments.
  • A high degree of initiative, mature judgment, and desecration. 
  • Interactive Intelligence ICCS certification required, ICCE certification preferred.
  • Cisco Nexus configuration and administration
  • Cisco IOS router and switch configuration and administration
  • EIGRP and BGP routing
  • Checkpoint Firewall-1 security administration
  • F5 Big IP configuration and support including global server load balancing
  • Configuration and administration of Riverbed Steelhead WAN acceleration
  • Design and monitoring of MPLS wide area networks
  • Ability to understand and utilize IP packet captures
  • Ability to understand and utilize netflow data

Job Requirements


About National General Holdings:

National General Holdings Corp. is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A– (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!

Companies and Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:

• Paid Training
• Medical, Dental, Vision benefits
• Wellness Programs
• Life and Short/Long Term Disability Insurance
• 401k w/ Company Match
• Company Paid Holidays & Generous Time-off policy
• Employee Discount Program
• Career Advancement and Development Opportunities
• On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
• On-site Fitness Center (Cleveland and Dallas offices)
• Subsidized parking (Cleveland office)

National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.



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