Senior Voice Engineer

Senior Voice Engineer
Company:

Rooms To Go


Senior Voice Engineer

Details of the offer

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

Requirements


Knowledges:

  • e-Commerce
  • OSI
  • Access
  • PROGRESS

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