Voice Network Engineer

Job Description:

The Voice Network Engineer provides support for all business-critical voice network services across facilities including the primary and alternate customer contact and operations centers. The primary role of this position will be to provide design, implementation, upgrade and maintenance services for Cisco Unified Communications and Contact Center technologies. Areas of responsibilities include Voice over IP (VoIP) solutions, Oracle SBCs, Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Cisco Voice Gateways, Cisco Unified Contact Center (UCCX/PCCE), WebEx, Virtual Hold, Verint call recording and vehicle routers.

Responsibilities:

Interface with data network engineering, server support and the business to provide requirements for Contact Center and Operations Center processes.

Participates in high-level design of infrastructure with experts from other groups and with vendors.

Supports the deployment of new voice network technologies and upgrades of existing voice network technologies.

Monitors customer contact center technology including systems, applications, call routing and voice network traffic.

Modifies voice network system configurations based on business requirements and other factors.

Leads planned system maintenance and change control process.

Performs triage and troubleshooting of voice network technologies.

Coordinates voice network third party vendor relationships

On-Call support for our 24/7/365 environment

Skills:

Cisco CUCM

Cisco Unity Connect

Cisco CCX/PCCE

Cisco CER

Oracle SBCs

SIP/VoIP routing protocols

Ability to work in a team-oriented, collaborative environment.

Dedication to supporting a 24/7/365 utility infrastructure.

Understanding of customer contact center concepts including skills-based routing

Knowledge of voice network technologies including switching, messaging and signaling

Good oral and written communication skills

Good technical documentation skills

Proven analytical and problem-solving skills.

Ability to work independently with minimum supervision.

Ability to effectively prioritize and execute tasks in a high-pressure environment with aggressive project timeframes.

Education/Experience:

4+ years of combined Cisco Collaboration, UCCE,  VoIP troubleshooting, design and configuration experience

Cisco Voice / Collaboration /UCCE certification is preferred.

BA/BS degree in technical discipline

Scope:

Primary focus is on daily deliverables, outputs and reporting.  Accountable for managing ones own time and work flow but may be leading projects or project steps.  Work is typically complex in nature requiring the incumbent to draw on previous knowledge to perform role.  Continues to build knowledge base but has a solid foundation to act independently the majority of the time.  Still draws on experts and managers when needed but less frequently. Acts as a resource to less experienced staff on routine issues.

Decision Impact Problems and issues faced are complex.  Draws on past experience on a regular basis to solve problems and take new perspectives on existing solutions.  Accountable for direct level of reasoning and decision making