VOIP Engineer Sr.

Profile

Essential Functions: Plans, architects, designs, analyzes, configures, installs, and upgrades Cisco enterprise telecommunications system, and UCaaS and CCaaS provider services. Serves as subject matter expert on telecommunication system architecture, and consults with stakeholders when telecommunication system architecture knowledge is needed. Develops project and telecommunication system architecture deliverables that are consistent with architecture principles, standards, methodologies, and organization's best practices. Analyzes solutions to company’s telecommunication system challenges based on business requirements. Defines the vision and requirements for telecommunication system solutions. Seeks and maximizes opportunities to improve telecommunications productivity, solutions quality, and cost effectiveness. Plans, architects, designs, implements, and upgrades various software and systems to support company operations including but not limited to: UCaaS and CCaaS routing via ANI, DNIS, Call Scripts, ACD, and Skills Based routing. Telecom Carrier circuits of various types Contact Center systems and contact routing for Chat, e-mail, Social Media, Outbound Dialing. Complex multi-telecom carrier routing plans Identifies, analyzes, and develops solutions for escalated complex issues related but not limited to: Cisco telecommunication systems and server infrastructure for Cisco Voice Systems. Session Initiation Protocol (SIP) and other voice circuits and equipment. Oversees diagnosis and troubleshooting activities of tier three (3) issues; resolves complex technical problems that occur. Installs, configures, and upgrades Cisco Voice Gateways, Integrated Services Routers (ISRs), Cisco Unified Border Element (CUBE) routers, and analog gateways. Maintains personal knowledge of multiple phone switches, voice mail, UCaaS and CCaaS providers and associated software. Researches, assesses, and recommends new Unified Communication and Contact Center technologies Creates training materials for and trains level 1 and 2 teams who engage in technical administration of Cisco Unified Communications Manager, Cisco Unified Contact Center Express, Cisco Unity Connection, Cisco Jabber, and Cisco Finesse, and Cisco Unified Intelligence Center. Troubleshoots and supports telecommunication systems and carrier issues escalated to level 3. Maintains up to date documentation for all carrier circuits and telephone numbers, including POTS, PRI, SIP, DIDs, Toll Free and Carrier Routing Plans. Provides on call support for escalated issues to bring production systems to operational states. Performs system administration functions necessary to support continuous day-to-day system operations; ensuring Company telecommunication systems are optimized and maintained in a manner that allows for consistent error-free operation with high availability. Performs expansion, relocation, and consolidation of voice infrastructure for all corporate locations. Develops and maintains telecommunications documentation.Maintains involvement with other aspects of IT systems infrastructure by participating in Agile/Scrum process for the IT systems team.Ensures maintenance, updates, and compatibility of Cisco technologies and products.Partners with relevant teams to install and configuring gateways and routers. Performs other related duties and projects as business needs require at direction of management.Education and Experience:Bachelor’s Degree in Computer Science or related field of study, required.Minimum eight (8) years’ experience with Cisco VoIP Systems, or any equivalent education and/or experience from which comparable knowledge, skills and abilities have been demonstrated/achieved.Extensive experience with Carrier Circuits requiredExperience with Interactive Voice Response (IVR) and Computer Telephony Integration (CTI), preferred. Cisco Certified Network Professional Voice certification, preferred Cisco Certified Network Associate, a plus.Pay Range: $135,000.00 to 160,000.00/YR 

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