Senior Voice Network Engineer

What success looks like in this role:

Accountable to support Telecom infrastructure/Instance and responsible for technologies in scope.

• Provide support for the Global Contact Center ACD.

• Provide support for the audio/Video conferencing

• Ensure video conferencing endpoints are operational and up to date.

• Provide Global Call Recording/Archive System.

• Provide support for the CTI environment.

• Provide support for Genesys Call Center system.

• Provide support for the reporting environment.

• Provide support for other telephony adjuncts and emerging technologies as they are implemented.

• Respond to user trouble tickets related to Cloud Contact center within service levels.

• Active participation and coordinate testing and support of Cloud Contact Center Disaster Recovery plans.

• Provide support to all IP phones, IP softphones, Video endpoints

• Coordination/monitoring of vendor maintenance requests and activities.

• Work with communications carriers and technicians to resolve carrier problems.

#LI-CM1

You will be successful in this role if you have:

Video and Audio-Conferencing, Cisco Webex, Pexip

Cloud Contact Center as a Service – Nice InContact, 8x8, Ringcentral, Amazon Connect, Genesys Pure Cloud, Five9.

On Premise, Cloud Contact Center Technologies – Avaya, Cisco, Genesys

SIP, VOIP, IP Telephony & Unified Communications, IVR, CTI, Call Recording, WFM, Dialers.

Basic understanding of Network Infrastructure Design and monitoring.

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REQ556481