Senior Cisco Voice Network Engineer

What success looks like in this role:

Responsible to support Telecom infrastructure for technologies in scope.

•           Provide support for the Global Contact Center ACD.

•           Provide support for the audio/Video conferencing

•           Ensure video conferencing endpoints are operational and up to date.

•           Provide Global Call Recording/Archive System.

•           Provide support for the CTI environment.

•           Provide support for the reporting environment.

•           Provide support for other telephony adjuncts and emerging technologies as they are implemented.

•           Respond to user trouble tickets related to Cloud Contact center within service levels.

•           Active participation and coordinate testing and support of Cloud Contact Center Disaster Recovery plans.

•           Provide support to all IP phones, IP softphones, Video endpoints

•           Coordination/monitoring of vendor maintenance requests and activities.

•           Work with communications carriers and technicians to resolve carrier problems.

#LI-CM1

You will be successful in this role if you have:

• 6+ years of experience in Voice & Cloud Contact Center Technologies.

• 4+ years Cloud Contact Center as a Service – Nice InContact, 8x8, Ringcentral , Amazon Connect, Genesys Cloud CX, Five9.

• On Premise Cloud Contact Center Technologies – Cisco, Genesys

• SIP, VOIP, IP Telephony & Unified Communications, IVR, CTI, Call Recording, WFM, Dialers.

• Basic understanding of Network Infrastructure Design and monitoring.

• Ability to work in a 24x7 Support environment.

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