Job Description

Job Summary: The Telecommunications Engineer is responsible for the configuration, maintenance, and support of all enterprise telecommunications solutions. Reporting to the Manager of Network Services/Telecom, this individual is part of a small team responsible for ensuring availability, performance, scalability, and security across all voice systems. Additionally, they will provide 24/7 technical support and troubleshooting for all enterprise voice infrastructure.

Primary Job Responsibilities:

Configure, support, and maintain contact center applications (Cisco, Nuance & NICE) for maximum resiliency and exceptional performance.
Collaborate with carrier service providers during new service implementations, terminations, and service interruptions, including local, long distance, and toll-free services.
Configure customer service call center new business implementations.
Maintains confidentiality of sensitive company and PHI data without exception.
Implement and manage toll-free services for corporate and customer requirements.
Assist with creating and testing Disaster Recovery procedures for managed equipment and services.
Maintain system documentation and reporting as required.
Perform system upgrades and patching off normal business hours.
Comply with all IT standards for Change Control.
Participate in an 24/7 on-call support rotation.

Job Qualifications Required:

Related 4-year degree or equivalent experience
Minimum 2 years Networking/Systems experience w/WAN, LAN, and firewall
Minimum 3 years VOIP, SIP and QoS experience
Provides exceptional customer service when working with the business
Attends additional training as requested/deemed necessary

Preferred:

Experience with Cisco Unified Communications Manager ver. 11.5 or higher, Unity Voicemail, Cisco Packaged Contact Center Enterprise (PCCE) ver. 11.5 or higher, Cisco Voice Portal, Cisco Unified ICM scripting, Cisco Unified Intelligence Center, Cisco Expressway, Cisco Collaboration video endpoints, and Cisco Meraki network.
Experience with Nuance Speech servers with Automatic Speech Recognition and Text to Speech services
Experience with NICE Engage contact center recording, and NICE workforce Management solutions
Experience with nationwide toll-free service routing and management
Experience with ServiceNOW ITSM/ITILPhysical Demands Incumbent must be able to communicate effectively

What are the MUST-HAVE technologies for this position?

Cisco Packaged Contact Center Enterprise (PCCE)
Cisco Unified Call Manager (CUCM)
Cisco Voice Portal (CVP)
Cisco Unity voicemail and (CER) administration
Cisco Expressway Gateways

What are the MUST-HAVE Critical Skills for this position

Advanced Cisco PCCE administration, to include scripting, IVR configuration and troubleshooting
Advanced Cisco CUCM administration
Knowledge of VXML applications for Cisco Voice Portal (CVP)
Cisco Unity voicemail administration
Cisco Expressway gateways configuration and troubleshooting

What are the NICE TO HAVE technologies you wouldn t mind seeing on a candidate s resume?

NICE Engage call recording
Lumen CCS
AT&T Premier Care Portal
ServiceNow

Job Tags

Local area, Long distance,

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