Senior Voice Engineer

Engineer, IT, Cisco, Systems, Manager, Access, System, IP, Project, Management, Quality, Application, Development, Network, Performance, Protocols, Scripts, Call Center, LAN, WAN, TCP, Networking, Security, Desktop
Full Time

Job Description

Job Description

Position summary

One of the primary goals of the Sr. Voice Engineer is to ensure the stability, integrity, and efficient operation of the VoIP telephony systems that are used throughout the entire RTG organization. The responsibility of this candidate is to provide guidance, instruction, direction and leadership to the voice team for the purpose of aligning the organizations initiatives and objectives.

The Sr. Voice Engineer will apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues in order to maximize the benefit of IT systems investments.

The Senior Voice Engineer is responsible for long-range planning, ensuring projects are completed in a timely manner and system life-cycle management - including operational support, system upgrades and maintenance of the Cisco Unified Communication Systems (CUCS), including Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), Cisco Unified Contact Center Express (UCCX), Cisco Expressways, Cisco Unified Communications Mobile and Remote Access (MRA), Cisco Unified Border Element (CUBE), Cisco voice gateways and Cisco Servers - Unified Computing System (UCS)

Essential Duties and responsibilities

ACCOUNTABILITIES:

Maintain accountability for one's time as it fits within the priority model of ADMIN, SUPPORT, REQUEST, and PROJECT or as directed by management

Provide guidance, instruction, direction and leadership to the voice team for the purpose of aligning the organizations initiatives and objectives.

Manage and track the progress of requests, incident, problems, and projects appropriately

Assist and consult in networking & IP telephony projects where the voice team is a stakeholder

Work within the process and procedure framework of RTG

Perform routine system updates, upgrades and disaster recovery testing

Maintain integrity and availability

Ensure the IP telephony systems are properly secured & configured

Ensure the IP telephony systems are properly maintained

Approach incident and request tasks from both a technical and a business perspective

Maintain transparency to peers within the team and to other business units

Train relevant personnel on proper use on the IP telephony products

Be the subject matter expert both within the voice team and other business units

Follow incident, problem, and change management processes

Identify and report on unknown potential issues

Quickly learn new technologies and concepts and apply that knowledge effectively

KEY OUTPUTS:

Effectively analyze and differentiate between network and IP telephony related issues

Assist with capacity planning and budgetary preparation

Availability of systems owned

Operational/Technical support

Implement & design IP telephony solutions

Suggest and recommend new techniques and strategies to improve the IP telephony posture

Report to management as well as peers

Synthesize and analyze data output produced by technical tools

Tackling incident and problem resolutions with an emphasizes on producing detailed technical & timeline deliverables

Request fulfillment with proper tracking and detail

Project completion with proper tracking and detail

On call coverage

Product, procedure, and process documentation including training peers

Technology audits and reviews

Work independently and collaboratively as per the given task

Advancements in training, certification, and/or education

KEY RELATIONSHIPS:

IT Management

IT Project Quality Office

IT Staff

E-Commerce

Internal Application Development

Vendors

Business Users/Customers

KEY PERFORMANCE INDICATORS:

High availability of systems owned

High availability of systems where voice is affected

Resolution of incidents, requests, and problems within a reasonable amount of time

Completion of projects within schedule

Customer satisfaction

Personal advancement in the form of training, certification, and/or education

Creation of technical documentation and/or diagrams

DIMENSIONS/SCOPE:

Support all Rooms To Go business units through various collaboration methods (i.e. calls, emails, instant messaging, and tickets)

IP Telephony -- Suggesting, evaluating, integrating, auditing, and maintaining VoIP solutions for the following dimensions:

o Network -- OSI Model layers 1-4

o Application -- OSI Model layers 5-7

o Operations -- Policies, processes, procedure, high availability

o Endpoint -- Host level

Support all Rooms To Go business units through various collaboration methods (i.e. calls, emails, instant messaging, and tickets)

DECISION-MAKING AUTHORITY:

Presents options along with recommendation to Network management

VALUE-BASED BEHAVIORAL COMPETENCIES:

Integrity:

Demonstrates commitment to RTG and its customers

Takes personal responsibility for words and actions

Maintains consistency between words and actions

Acts in compliance with department, company, and industry standards

Performance:

Holds self and others accountable

Demonstrates drive to excel

Exhibits mature self-confidence

Achieve Results

Progressiveness:

Exhibits customer service orientation

Demonstrates flexibility and change

Demonstrates analytical thinking

Demonstrates conceptual thinking

Teamwork:

Exhibits teamwork and collaboration

Communicates effectively

Understands and influences others

Communicating and Influencing

Qualifications

Minimum of eight years of progressive experience managing and supporting IP telephony systems and providing services within a Cisco centric converged network infrastructure

experience

Candidates need to have verifiable expertise with:

Cisco Unified Communications Manager (CUCM)

Cisco Unity Connection (CUC)

Cisco Unified Contact Center Express (UCCX)

Cisco Unified Intelligence Center (CUIC) reports and dashboards

Cisco Expressways

Cisco Unified Communications Mobile and Remote Access (MRA)

Cisco Jabber

Cisco Unified Border Element (CUBE)

Cisco voice gateways

Cisco Servers - Unified Computing System (UCS)

Cisco IOS (routers and switches)

VMware ESXi

Perform minor/major software upgrades to existing Voice infrastructure

VoIP Protocols -- SIP, SCCP & MGCP

Create, update and troubleshoot UCCX Scripts

VoIP Faxing solutions

Text to speech solutions

Outbound Dialing campaign solutions

Contact Centers & Call Recording solutions

Call Center Wallboard solutions

Time management process

Integration methodologies

Supervisory/ Team Leader

LAN/WAN routing and switching configuration and troubleshooting

Creating and maintaining technical drawings and supporting documentation of the network telephony infrastructure

Practical experience and thorough understanding of TCP/IP, VoIP and network technologies

Vendor relationship

Voice & Networking visibility applications

Candidates should be familiar with:

Working as a member of a large enterprise IT team

Security awareness

Manage power and racks for the datacenter

Run cabling as needed between hardware devices

Handle requests, change orders, and problem tickets within the Service Desk ticketing system

Create network diagrams, call flows and other infrastructure documentation

education and training

Bachelor's degree in IT or equivalent work experience and applicable certifications.

Minimum of eight years of progressive experience managing and supporting IP telephony systems and providing services within a Cisco centric converged network infrastructure

Knowledge/training of ITIL or other IT standardization models.

Physical demands / Working conditions

Occasional after-hours or weekend work

The physical demands and characteristics of the work environment described here are representative of those occurring in the performance of the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the essential functions of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

This position works in an office, and the noise level in the work environment is usually low to moderate. While performing the duties of this job, the employee is occasionally exposed to toxic or caustic chemicals, i.e. copier toner.

This position description generally describes the principle functions of the position and the level of knowledge and skills typically required. It does not constitute an employment agreement between the employer and employee, and it is subject to change as the needs of the employer and the requirements of the job change.

Regular, consistent and punctual attendance is expected

#DICEPOST
Dice Id : 10439721
Position Id : 656464
Originally Posted : 3 months ago
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