Job Description :
Job Title: Voice Engineer III
Location: Elk Grove Village, Illinois 60007
Duration: 4 months contract
Description:
Data Network Skills
Technical Skills: General knowledge of LAN/WAN, routing, switching, load balancers, firewall required.
Customer Focus: Understands the expectations and requirements of both internal and external customers, acts as their advocate, and communicates transparently to build their trust and respect required.
Teamwork: Involves working well in a collaborative setting, supporting work team by volunteering for and completing assignments, acting as a positive team member by contributing to discussions, developing and maintaining both formal and informal relationships enterprise-wide, defines success in terms of the entire team through mentoring and knowledge transfer required.
Personal Accountability: Regularly demonstrates personal accountability for their decisions, their actions, and the actions of their team and domain; answers to customers or leadership when outcome does not meet expectation required.
Dedication: Involves demonstrating a desire to dedicate time and energy to accomplish goals, tasks, assignments, etc. Will do what it takes on a 24x7x365 basis to support the operation required.
Voice Skills:
? Responsible for configuration and setup of CISCO Unified Communications manager equipment and CISCO Unity Voice mail
? Support all advanced intelligent call routing platforms such as Genesis and Cisco call manager as well as utilizing CTI technology to integrate voice and data information flows.
? Provide 24/7 maintenance and support for the United Airlines Enterprise and contact center voice and network.
? Responsible for incident, change and problem management of non-contact center related voice platforms.
? Ensure the availability, performance, and operational integrity of Enterprise Voice Operations domain.
? Communicates the business impact and ensures the right resources are engaged within incident management to quickly resolve operational issues.
? Ensures PCI compliance of production voice infrastructure.
? Encourage and enforce compliance to IT Service Management process and procedures.
? Ownership of incident, problem and change management enterprise voice-related issues.
? Accountable for timely identification of voice services, problems and resolution of service incidents using AT&T Business Direct, Verizon Enterprize Center.
? Manage the voice network through vendors and 3rd party relationships with multiple domestic and international carriers. (i.e.: SITA, AT&T, Verizon, BT, etc
? Monitor inbound (Domestic & international toll-free networks) terminating in multiple domestic and international contact centers. Cisco Cube Genesys-CCPulse, CME, & Avaya CMS.
? Fast response to problem identification, notifying affected groups and timely problem resolution using, Prognosis, Empirix and HP Service Manager.
? Escalation to 3rd and 4th level support, confirmation of resolution, and followup on incident documentation.
? Ensure availability, performance and operational integrity of network operations using NNMI and HP Network Automation.
? Coordinate, troubleshoot, track and escalate Voice and Network issues and activities with internal and external technology team to support operational needs of the business for voice and network.
Minimum Qualifications:
Requires a bachelor''s degree and 4-6 years of IT experience in the field or in a related area.
Must have 3-4 years of experience supporting a Cisco Voice infrastructure and working with Cisco Call Manager and experience supporting voicemail, ACD or PBX systems. Networking background, using routers and switches, is also