Job Description

Requisition ID: 34413
At Terumo Blood and Cell Technologies, our 7,000+ global associates proud to come to work each day, knowing that what we do impacts the lives of patients around the world. For Terumo, for Everyone, Everywhere.
We make medical devices and related products that are used to collect, separate, manufacture and process various components of blood and cells. With our innovative technologies and service offerings, we touch a patient's life every second of every day and are committed to continuing to increase the number of patients we serve. Advancing healthcare with heart.
With some of the best and brightest minds in the industry, an unmatched global footprint, comprehensive benefits and a distinct culture, Terumo Blood and Cell Technologies is a great place to work, grow and be part of a team that is focused on making a difference. Join us and help shape wherever we go next. You create your future and ours.
JOB TITLE: Telecommunications Analyst
JOB SUMMARY
The Telecommuniations 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%
At Terumo Blood and Cell Technologies, we provide competitive total reward offerings that consist of compensation, benefits, recognition, along with a wealth of other well-being, work-life and recognition programs which support in unlocking the potential for you and your family. Included in our expansive list of benefits offerings are multiple group medical, dental and vision plans, a robust wellness program, life insurance and disability coverages, also a variety of voluntary programs such as group accident, hospital indemnity, critical illness, pet insurance and much more. To help you save for retirement, we offer a 401(k) plan with a matching contribution and for work-life balance we have vacation and sick time programs for associates. For us, it's about protecting the personal welfare of our associates and their families, helping to achieve personal goals and offering those extra touches for convenience, security and overall peace of mind.

• Terumo Blood and Cell Technologies is part of Terumo Group, founded in 1921 and headquartered in Tokyo, Japan.
• In 2019, Terumo Blood and Cell Technologies reached $1 billion in revenue.
• We employ nearly 7,000 associates globally, with global headquarters in Lakewood, CO, U.S., and regional headquarters in Brussels, Buenos Aires, Singapore and Tokyo.
• We manufacture devices, disposable sets and solutions at our facilities in Belgium, India, Japan, Northern Ireland, the U.S. and Vietnam. Our global presence enables us to serve customers in more than 130 countries.
• Our core values help set our direction, guide our actions and keep us true to our corporate mission of contributing to society through healthcare.

• Respect - Appreciative of others
• Integrity - Guided by our mission
• Care - Empathetic to patients
• Quality - Committed to excellence
• Creativity - Striving for innovation
• We contribute to the Leukemia and Lymphoma Society (LLS), raising $1.3 million USD since 2007.

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.
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.

Skills Required