Job Description :
Position: VOICE ENGINEER
LOCATION: PLANO, TX
LENGTH: 1 YEAR
RATE: 45/HR
Required Skills /Desired Skills:
? 5+ years of hands on experience with supporting and troubleshooting large-scale VoIP infrastructures including:
o Cisco Call Manager
o Cisco Call Center Express
o Skype for Business hosted solution
o Call Center Enterprise
o Avaya VoIP / Legacy Avaya PBXs
o ACME/Oracle Session Border Controllers (SBCs/ECBs)
o Polycom video infrastructure (CMA/DMA, RMX, Polycom and Cisco Video end points)
? 5+ years of proven hands on experience with Cisco Call Manager/Unity voicemail (versions 9 and above) is a requirement, particularly able to:
o Perform daily Moves, Adds, Changes, Deletions (MACDs)
o Understand and troubleshoot Cisco call routing (Route patterns, Partitions, Calling Search Space, Translation Patterns etc
o Troubleshoot Voice MGCP, SIP and H323 gateways
o Troubleshoot Voice Analog gateways (VG310s, 350s)
o Use Cisco Real Time Monitoring Tool to
? Monitor Call Manager servers, processes and gateways
? Troubleshoot CUCM issues by pulling and interpreting RTMT logs
? Set up and interpret RTMT alerts
? 5+ years of proven hands on experience with Cisco Call Center Express and Enterprise including:
o Day to day agent Moves, Adds, Changes
o Familiar with the Finesse client
o Ability to understand ACD queuing and call routing
o Understand Call Center Architecture with Cisco CUBES, UCM, Cisco Voice Portal IP IVR (CVP), ICM and Nice call recording
o Ability to troubleshoot Cisco SIP signaling by enabling and interpreting CUBE traces
o Familiar with Cisco Call Center scripting
? Proven experience troubleshooting Skype for Business Client, headset and voice quality issues
? Proven hands on experience working with ACME SBCs and ECBs with ability to troubleshoot SIP protocol
? Proven experience troubleshooting complex VoIP QoS issues
? Ensure preventive maintenance is completed on schedule for all equipment
? Experience with WAN and VoIP applications monitoring and alerting (AppNeta, Cisco RTMT are a strong plus)
? Proven experience with troubleshooting carrier and various connectivity issues for IP and TDM, including T1 CAS, ISDN PRIs, T1s and E1s
Education and qualifications:
List any academic, professional or technical certifications.
Typically a BS degree in Math, Science, Engineering preferred or equivalent related network experience
Certification in Cisco Networking Technologies; CCNA/CCNP – Routing/Switching /Borderless Networks
ITIL v3 Foundation Certification