Terumo Blood and Cell Technologies
ITS Telecommunications Analyst
Terumo Blood and Cell Technologies, Lakewood, Colorado, United States
Job Title
Telecommunications Analyst
Job Summary The Telecommunications Analyst is responsible for supporting Terumo BCT’s global voice and collaboration systems, with a primary focus on Microsoft Teams Voice and NICE CXone contact center technologies. This position ensures reliable, high-quality voice and contact center services for users across the enterprise, including global call centers in the U.S. and Belgium. The analyst provides day‑to‑day technical support, configuration, and maintenance of cloud‑based telephony systems, Session Border Controllers (SBCs), SIP trunking, call routing, and voice analytics. The ideal candidate is a technically skilled, customer‑focused professional who excels in troubleshooting, documentation, and cross‑team collaboration in a global IT environment.
Essential Duties
Operate under the direction of the Manager, Network and Telecommunications to support enterprise voice and contact center systems.
Configure, maintain, and optimize Microsoft Teams Voice including Direct Routing, Operator Connect, Auto Attendants, Call Queues, and device policies.
Administer and support NICE CXone contact center functionality including user provisioning, call flows, skill‑based routing, IVRs, and reporting.
Manage Session Border Controllers (AudioCodes, Ribbon, or equivalent) and SIP trunking to ensure stable and secure voice connectivity.
Monitor and analyze system performance, voice quality, and utilization metrics; identify and resolve potential issues proactively.
Coordinate with network engineering teams to maintain QoS, voice VLANs, and connectivity across on‑premises and cloud environments.
Provide Tier‑2/3 support for complex Teams Voice and NICE CXone incidents, performing root cause analysis and remediation.
Maintain clear documentation including call flows, dial plans, configuration guides, and operational procedures.
Collaborate with security and infrastructure teams to ensure telephony solutions comply with IT governance and security policies.
Evaluate new capabilities within Microsoft Teams and NICE CXone that improve efficiency, user experience, or business outcomes.
Support ITIL‑based processes for incident, problem, and change management and participate in Agile projects as needed.
Participate in a global on‑call rotation supporting enterprise voice and contact center operations.
Other Duties And Responsibilities
Must be able to work non‑standard hours as needed.
Occasional travel may be required to support U.S. and international sites.
Minimum Qualification Requirements Education
Bachelor’s degree in Computer Science, Information Technology, or related field — or equivalent combination of education and experience.
Experience
Minimum 3 years experience supporting enterprise voice or unified communications systems.
Hands‑on experience with Microsoft Teams Voice configuration and administration.
Experience supporting or maintaining cloud‑based contact center solutions (NICE CXone strongly preferred).
Experience managing SBCs, SIP trunking, and call routing.
Working knowledge of network fundamentals (IP addressing, QoS, routing, switching, VLANs).
Experience working in global or multi‑site environments is preferred.
Skills
Deep understanding of Microsoft Teams Voice architecture and management.
Proficiency with NICE CXone administration, analytics, and reporting.
Strong knowledge of SIP, codecs, SBC configuration, and voice quality troubleshooting.
Familiarity with PowerShell scripting for Teams Voice automation.
Excellent analytical, documentation, and customer service skills.
Ability to communicate effectively with both technical and non‑technical stakeholders.
Strong organization and multitasking abilities within a fast‑paced, global IT environment.
Knowledge of ITIL and Agile practices preferred.
Certificates, Licenses, Registrations
Microsoft Certified: Teams Voice Engineer Associate (highly desired)
NICE CXone Certified Engineer or similar contact center certification (preferred)
Cisco CCNA or equivalent foundational network certification
Physical Requirements Typical Office Environment requirements include: reading, speaking, hearing, close vision, walking, bending, sitting, and occasional lifting up to 20 pounds. The physical demands described here are representative of those that must be met by an associate to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
Target Pay Range $87,000.00 to $108,800.00 - Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.
Target Bonus on Base 7.0%
Benefits We provide competitive total reward offerings that consist of compensation, benefits, recognition, and well‑being programs. Included are multiple group medical, dental and vision plans, a robust wellness program, life insurance and disability coverages, and various voluntary programs such as group accident, hospital indemnity, critical illness, pet insurance and more. Retirement savings plan includes a 401(k) with matching contribution. Work‑life balance support with vacation and sick time.
Corporate Information Terumo Blood and Cell Technologies is part of Terumo Group, headquartered in Tokyo, Japan. In 2019, the company reached $1 billion in revenue. It employs nearly 7,000 associates globally, with headquarters in Lakewood, CO, U.S., and regional hubs in Brussels, Buenos Aires, Singapore and Tokyo. Manufacturing facilities are located in Belgium, India, Japan, Northern Ireland, the U.S. and Vietnam, serving customers in more than 130 countries. Core values: Respect, Integrity, Care, Quality, Creativity.
Equal Opportunity We are proud to be an Equal Opportunity affirmative action employer. All applicants will be afforded equal opportunity without discrimination because of race, color, religion, sex, gender identity or expression, sexual orientation, marital status, order of protection status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, military status or an unfavorable discharge from military service.
Safety Terumo Blood and Cell Technologies is committed to providing a safe, healthy and secure working environment. Our Colorado campus locations are tobacco‑free workplaces, and we maintain a drug‑free workplace and perform pre‑employment substance abuse testing and detailed background verification.
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Job Summary The Telecommunications Analyst is responsible for supporting Terumo BCT’s global voice and collaboration systems, with a primary focus on Microsoft Teams Voice and NICE CXone contact center technologies. This position ensures reliable, high-quality voice and contact center services for users across the enterprise, including global call centers in the U.S. and Belgium. The analyst provides day‑to‑day technical support, configuration, and maintenance of cloud‑based telephony systems, Session Border Controllers (SBCs), SIP trunking, call routing, and voice analytics. The ideal candidate is a technically skilled, customer‑focused professional who excels in troubleshooting, documentation, and cross‑team collaboration in a global IT environment.
Essential Duties
Operate under the direction of the Manager, Network and Telecommunications to support enterprise voice and contact center systems.
Configure, maintain, and optimize Microsoft Teams Voice including Direct Routing, Operator Connect, Auto Attendants, Call Queues, and device policies.
Administer and support NICE CXone contact center functionality including user provisioning, call flows, skill‑based routing, IVRs, and reporting.
Manage Session Border Controllers (AudioCodes, Ribbon, or equivalent) and SIP trunking to ensure stable and secure voice connectivity.
Monitor and analyze system performance, voice quality, and utilization metrics; identify and resolve potential issues proactively.
Coordinate with network engineering teams to maintain QoS, voice VLANs, and connectivity across on‑premises and cloud environments.
Provide Tier‑2/3 support for complex Teams Voice and NICE CXone incidents, performing root cause analysis and remediation.
Maintain clear documentation including call flows, dial plans, configuration guides, and operational procedures.
Collaborate with security and infrastructure teams to ensure telephony solutions comply with IT governance and security policies.
Evaluate new capabilities within Microsoft Teams and NICE CXone that improve efficiency, user experience, or business outcomes.
Support ITIL‑based processes for incident, problem, and change management and participate in Agile projects as needed.
Participate in a global on‑call rotation supporting enterprise voice and contact center operations.
Other Duties And Responsibilities
Must be able to work non‑standard hours as needed.
Occasional travel may be required to support U.S. and international sites.
Minimum Qualification Requirements Education
Bachelor’s degree in Computer Science, Information Technology, or related field — or equivalent combination of education and experience.
Experience
Minimum 3 years experience supporting enterprise voice or unified communications systems.
Hands‑on experience with Microsoft Teams Voice configuration and administration.
Experience supporting or maintaining cloud‑based contact center solutions (NICE CXone strongly preferred).
Experience managing SBCs, SIP trunking, and call routing.
Working knowledge of network fundamentals (IP addressing, QoS, routing, switching, VLANs).
Experience working in global or multi‑site environments is preferred.
Skills
Deep understanding of Microsoft Teams Voice architecture and management.
Proficiency with NICE CXone administration, analytics, and reporting.
Strong knowledge of SIP, codecs, SBC configuration, and voice quality troubleshooting.
Familiarity with PowerShell scripting for Teams Voice automation.
Excellent analytical, documentation, and customer service skills.
Ability to communicate effectively with both technical and non‑technical stakeholders.
Strong organization and multitasking abilities within a fast‑paced, global IT environment.
Knowledge of ITIL and Agile practices preferred.
Certificates, Licenses, Registrations
Microsoft Certified: Teams Voice Engineer Associate (highly desired)
NICE CXone Certified Engineer or similar contact center certification (preferred)
Cisco CCNA or equivalent foundational network certification
Physical Requirements Typical Office Environment requirements include: reading, speaking, hearing, close vision, walking, bending, sitting, and occasional lifting up to 20 pounds. The physical demands described here are representative of those that must be met by an associate to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
Target Pay Range $87,000.00 to $108,800.00 - Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.
Target Bonus on Base 7.0%
Benefits We provide competitive total reward offerings that consist of compensation, benefits, recognition, and well‑being programs. Included are multiple group medical, dental and vision plans, a robust wellness program, life insurance and disability coverages, and various voluntary programs such as group accident, hospital indemnity, critical illness, pet insurance and more. Retirement savings plan includes a 401(k) with matching contribution. Work‑life balance support with vacation and sick time.
Corporate Information Terumo Blood and Cell Technologies is part of Terumo Group, headquartered in Tokyo, Japan. In 2019, the company reached $1 billion in revenue. It employs nearly 7,000 associates globally, with headquarters in Lakewood, CO, U.S., and regional hubs in Brussels, Buenos Aires, Singapore and Tokyo. Manufacturing facilities are located in Belgium, India, Japan, Northern Ireland, the U.S. and Vietnam, serving customers in more than 130 countries. Core values: Respect, Integrity, Care, Quality, Creativity.
Equal Opportunity We are proud to be an Equal Opportunity affirmative action employer. All applicants will be afforded equal opportunity without discrimination because of race, color, religion, sex, gender identity or expression, sexual orientation, marital status, order of protection status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, military status or an unfavorable discharge from military service.
Safety Terumo Blood and Cell Technologies is committed to providing a safe, healthy and secure working environment. Our Colorado campus locations are tobacco‑free workplaces, and we maintain a drug‑free workplace and perform pre‑employment substance abuse testing and detailed background verification.
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