Job Description :
Must have skills
7-10+ years of experience. Must have CISCO voice infrastructure and telepresence experience. Preferred them working with call manager infrastructure. Voice call routing. Must have a Bachelor''s Degree.
Nice to have skills
Cisco based certifications, and understanding skype for business. Understanding of voice and video merging
Primary Responsibilities include:
Engineering and second level support for recommending and configuring new international toll free services on AT&T Route It.
Preparing sizing estimates to the product teams when new call center offerings are being considered.
Work extensively with the carriers to keep current with their feature offerings and pricing.
Interface with the carriers to understand what their capabilities and limitations are.
Understand what our Audio Codes gateways can do and how best to fit them into our call center environments and regional offices for
Unified Communications.
Perform Engineering and 2nd level support for AudioCode
Gateways, Cisco Unified Call Manager and Cisco CME/SRSTGateways. Including, but not limited to, designing fit for purpose solutions with tools like Acano and Vyopta.
Provide third level support through online ticket
system; escalate issues for resolution as appropriate.
Ability to perform end-to-end troubleshooting for voice, video and UC systems.
Communicate and liaise with all other Company departments; notify appropriate parties immediately of any issues which may
affect efficient operations including, but not limited to, outages, service disruptions, and repeated customer complaints.
Thinking outside the box and develop creative engineering solutions.
Deep Familiarity on LAN/WAN topologies, protocols, cabling and troubleshooting.
Familiar with Skype for Business and Unified Communications.
Knowledge on QoS standards and policies.
Knowledge of Microsoft Visio for system diagrams and documentation of responsible architectures.
The ability to communicate effectively while working with internal and external customers.
Ability to Multi-task and work with minimum supervision and be self-motivated is required.
An enthusiastic positive attitude towards working in a team environment.
Interface with customers to gather appropriate details for communications designs.
Available 24/7 for 3rd level support.
Assist internal customers in a professional and service driven manner.
Assist other members of team to complete assignments to meet goals and objectives.
Perform related duties, as needed.
Proven engineering, documentation and troubleshooting capabilities and thought processes.
Qualifications
Minimum 6 years'' work experience with Unified Enterprise Systems, in room Video and Telepresence enterprise, Skype for Business, with focus in the areas listed below:
Tier 1-3 on Audiocodes, Cisco Call Manager and Unity with experience in deep configurations.
Lync\Skype for Business design\configuration\use within a Medium to large company.
Good oral and written communication skills, good investigative and customer service skills.
Flexible with processes and the opportunity to create new processes.
Willingness to enhance knowledge and mentor Operational Colleagues.
College degree in relevant field preferred, but not required.
CCNA Collaboration experience.
Strong Voice\Video\Telecommunication technical skills are mandatory, with exposure\experience with PC\Workstation and call center experience as a secondary skillset.