Description: Our client is currently seeking a Sr. Network Telecom Engineer. This is Full time and on site. Chance for hybrid in future
JOB SUMMARY
The Senior Network Telecom Engineer will be responsible for the operation, performance and availability of all telecom and VoIP systems throughout the organization. This position will take ownership for managing and supporting an enterprise call manager, contact center, and call recording systems. Must possess hands on ability to execute creative solutions to complex problems and must be able to balance the ability to work independently and be a part of a team. The Senior Network Telecom Engineer will need to professionally interact with other groups and business units, keep the team and management up to date on the status of projects and tickets, and participate in an on-call rotation for after-hours escalations.
RESPONSIBILITIES/TASKS:
Manage, maintain, and support a Cisco centric telecom infrastructure including the following:
Cisco CUCM - Cisco Call Manager
Cisco PCCE/CCE - Contact Center Enterprise
Cisco CUIC
Cisco CUSP
Cisco Finesse
Cisco Unity
Cisco Jabber
Cisco IP Phones
Cisco CUBE Routers
Cisco UCS Servers
Calabrio Call Recording
Review and monitor system health for the telecom infrastructure.
Review and analyze system capacity and performance and recommend upgrades or expansions where necessary.
Provide recommendations for improvements in the telecom and VoIP systems.
Provide recommendations for projects and budgetary items as it relates to VoIP systems.
Implement and enforce standards throughout the telecom infrastructure.
Review and monitor the security posture of the telecom infrastructure and perform remediations when and where necessary.
Maintain and update telecom systems as needed to insure reliability and performance
Perform problem resolution, including diagnosing and troubleshooting issues, while documenting root cause and performing corrective action.
Analyze and perform correct actions for SIP endpoint and trunk issues.
Review and maintain telecom system documentation and procedures.
Work in conjunction with vendors and service providers to expedite problem resolution.
Develop a working knowledge of the business side and be able to interface effectively with IS groups and business units.
Follow a formal change control process when making or recommending any changes to telecom or VoIP systems.
Perform analysis of any software or hardware modifications, including vendor supplied patches or user driven requests for change, in a timely and proactive manner.
Demonstrate an understanding of the business impact of requested changes to telecom systems and be able to coherently explain any impacts or considerations to the affected user community.
Take ownership of production problems and drive them to resolution.
Work closely with other Information Services teams on projects of all scopes, including complex and cross-functional efforts.
When appropriate engaging outside contractors with proper technical expertise
Ensuring timely completion of projects and deployments.
Assists the team with other duties as needed or assigned by IS management.
QUALIFICATIONS:
5+ years hands on VoIP experience (design, implementation, and operation)
2+ years routers and switches as it relates to telecommunication
Experience in configuration and administration of Cisco Contact Center systems including PCCE/CCE, CUIC, CVP, ECE, VVB, and Finesse.
Experience in configuration and administration of Cisco Call Manager systems including CUCM, CUSP, CUBE, Unity, and Jabber.
Experience working with SIP, IP, TCP, UDP, and QoS on an enterprise network
Experience working with vendors and service providers including support for implementations, migrations, and troubleshooting of existing services
Must possess knowledge for troubleshooting Cisco VoIP systems
Must possess knowledge of monitoring technologies\methods relating to VoIP systems
Must possess a high level of comfort with debugging complex issues
Must possess effective written and verbal communication skills
Must possess excellent customer service skills
Must be able to work independently and with a team in a customer-focused environment
Must be able to assist team members with other duties as needed as well as mentor team members on VoIP related duties and tasks
Bachelor's degree in technical field; or related experience and/or training; or equivalent combination of education and experience is required
Contact: emeltzer@judge.com
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