Telecommunication Network Engineer

KEY REQUIREMENTS (all required):

Telecommunications Network Engineer

1. This is a Cisco Voice Engineer position

2. Proficient in the installation, configuration and troubleshooting of:

a. Cisco Unified Call Manager (CUCM)

b. Cisco Packaged Contact Center Enterprise (PCCE)

i. ICM Scripting

ii. VXML Application support

c. Cisco Voice Portal (CVP)

d. Cisco Virtual Voice Browser (VVB)

e. Cisco Unified Intelligence Center (CUIC)

f. Cisco Unified Border Element (CUBE)

g. Cisco Unity voicemail

h. Cisco Emergency Response (CER)

i. Cisco Expressway

j. Nuance Speech Server (NSS)

·         This role will maintain the current legacy system while the migration is going on

·         Healthcare background is a plus

·         Cisco certs are a bonus

2. What are the MUST-HAVE technologies for this position?

1. Cisco Packaged Contact Center Enterprise (PCCE)

2. Cisco Unified Call Manager (CUCM)

3.  Cisco Voice Portal (CVP)

4. Cisco Unity voicemail and (CER) administration

5. Cisco Expressway Gateways

 3. What are the MUST-HAVE Critical Skills for this position

1. Advanced Cisco PCCE administration, to include scripting, IVR configuration and troubleshooting

2. Advanced Cisco CUCM administration

3. Knowledge of VXML applications for Cisco Voice Portal (CVP)

4. Cisco Unity voicemail administration

5. Cisco Expressway gateways configuration and troubleshooting

 4. What are the NICE TO HAVE technologies you wouldn’t mind seeing on a candidate’s resume?

1. NICE Engage call recording

2. Lumen CCS

3.  AT&T Premier Care Portal

4. ServiceNow

 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

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/ITIL Physical Demands Incumbent must be able to communicate effectively