Job Description :
Hi ,

This is from Forsys Inc.

Job Title: Network Engineer - Telecommunications Intermediate Voice Specialist

Location: Chicago, IL

Duration: 6+months

Rate: DOE

Job Description:


The actual job title is Telecommunications Intermediate Voice Specialist : Heavy to Moderate exposure with ACD configuration (Contact Center) using Cisco Finesse required. Cisco Unified Contact Center Express (UCCX) – Preferably 11.5 release, earlier releases would be acceptable. Cisco Unified Communications Call Manager (CUCM) – Preferably 11.5 release, earlier releases would be acceptable. Understand basic telephone and voicemail configuration. Cisco Unity Connection (Voicemail) – Preferably 11.5 release, earlier releases would be acceptable (building both voicemail boxes and calling trees § Minimum of 8 years of experience in utilizing Cisco Unified Communications Call Manager and UCCX related technologies to deliver voice business applications. Minimum of 6 years of experience in fulfilling voice applications support and service delivery in trouble-shooting or revising voice business applications. Advanced understanding of delivering Cisco-specific ACD (Call Center) applications using voice technologies solutions. Capable of creating telephones in Cisco Unified Communications CUCM, UCCX, UNITY (Call Manager ecosystem) and dependent technologies to deliver advanced voice solutions. Ability to manage competing priorities in a complex environment. Ability to build strong and sustainable relationships and to interact with various levels of the organization. Skilled in time prioritization and task management; ability to self manage and work independently. Effective communication and documentation skills. Works well under pressure and handles stress. General working knowledge of Project Management practices to implement established plans and meet established deadlines. May need to create plans and set deadlines at times as well. Preferred: 8 years of exposure to and experience with project management respective to telephone conversions to VoIP. 12 years of voice networking implementation or support experience. Experience in using Service Now (trouble ticketing application), Pinnacle or similar application experience (phone service management system Knowledge of incident and request management processes.


The actual job title is Telecommunications Intermediate Voice Specialist : Reporting to the Director of Voice Technologies Services and The Voice Project Manager, this position will implement voice solutions using both Intecom TDM-based PBX (Mitel) and Cisco Unified Communications (Call Manager v11.5 both CUCM and UCCX) for business voice applications. This position will assist to convert phones from Mitel PBX to Cisco Call Manager UCCX Finesse and will therefore interface with business leaders and end-users to understand and define requirements. This individual will design, program, test and implement voice applications as well as fulfill ongoing support needs. This position is often involved in the implementation, testing and training (ACD Supervisors, ACD Agents, General Users) of telecommunications services delivered through projects and will also assist in resolving trouble tickets for general voice “break-fix” on occasion. Standard office environment, On-call responsibilities.