Genesis10 is currently seeking a Voice Operations Engineer for a contract position with a Global Financial Institution located in Plano, TX, Pennington, NJ and Charlotte, NC. This is a 12+ month contract opportunity. This role involves providing Voice Operations engineering support for Cisco and MS Teams. The selected candidate will handle all aspects of core voice services for a global infrastructure, including the support of voice platforms and their interconnectivity with enterprise telephony, contact center, and external carriers. Additional duties include participating in change and problem management and collaborating with support teams to resolve issues.
Responsibilities: - Provide Voice Operations engineering support for Cisco and MS Teams
- Manage all aspects of core voice services and support voice infrastructure globally
- Support Voice platforms and their interconnectivity with Enterprise telephony, Contact Center, and Transport, including external carriers
- Participate in change and problem management reviews
- Work with other support teams to manage, triage, and resolve issues expeditiously
Requirements: - 5 to 7 years of experience working with Voice, including MS Teams Voice, Cisco Enterprise Voice, Carriers, and Transport on service issues
- MS Teams Voice experience, including MS Teams troubleshooting and interoperability management with Core Voice services such as Ribbon Client and Cisco
- 3+ years of experience with Call Analytics, Call Quality Dashboard (CQD) reports, Quality of Experience (QER) template / PowerBI, Teams Policies, and Audio Conferencing
- 5+ years working with or deploying Microsoft Teams, SharePoint online, OneDrive, and Exchange Online
- 5+ years implementing or supporting Teams Phone System, including Direct Routing, e-911, AA/CQs, and MTRs
- Experience with Microsoft 365 Admin Center, Teams Admin Center, and Microsoft Entra, Message Center, and Service Desk
Desired skills: - Microsoft 365 Certified: Teams Administrator Associate
- Experience with PowerShell, GraphAPI, Splunk, and ThousandEyes
- Experience engaging Microsoft support tickets and escalations
- Leadership and communication on outages, including reporting change-related incidents
- Experience with incident and change activities in the core voice production environment
- Experience with engagement of support teams, including Domain Ops, CCO, and Network Escalation
- Experience with Remedy, opening and updating Incident Tickets
- Experience with ServiceNow considered a plus
- MS Teams Voice provisioning a plus
- Previous knowledge and work experience in a large enterprise environment is helpful
Pay range: $58.31 - $66.31 per hour
Only candidates available and ready to work directly as Genesis10 employees will be considered for this position. If you have the described qualifications and are interested in this exciting opportunity, please apply! Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.
For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working with Genesis10: - Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.
- The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
- Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
- Behavioral Health Platform
- Medical, Dental, Vision
- Health Savings Account
- Voluntary Hospital Indemnity (Critical Illness & Accident)
- Voluntary Term Life Insurance
- 401K
- Sick Pay (for applicable states/municipalities)
- Commuter Benefits (Dallas, NYC, SF, and Illinois)
For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website.
Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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