IT Network & Telephony

Shift: Day Job

Schedule: Full-time

Main Purpose of the Job:

Provide operational support for telephony services including Contact Center and Head Office for new and existing clients. A subject matter expert and take the role in various team-oriented projects in telephony and network support, project planning, design, and implementation. Coordinate and assist in creating and upkeep documentation, procedures, guidelines, and schematic diagrams.

Key Accountabilities:

High-level knowledge and experience with PureCloud Contact Center Platform, Call Manager 11.5 or higher, and GoIP8 GSM GatewayManages the configuration, deployment, and administration of voice and networking systems including Cisco Call Manager, Unity, Contact Center, Cisco WebEx, Cisco Jabber, Teams Live Event, Cisco Telepresence, Cisco Voice gateway routers, GSM gateway, and Cisco switches

Strong Cisco routing and switching/data/voice networking skills including SIP, MGCP, etc.

Provide timely project status updates to customers, project managers, and IT infrastructure management

Creates and maintains detailed project plans, scopes of work, diagrams, and other technical documentation of the voice infrastructure

Conducts/develops proactive maintenance designed to ensure optimal performance of the network

Assist in planning for the future strategy of networks and telecom

Execute performance and statistical monitoring and develop procedures and best practices to improve the overall environment

Experience working in enterprise voice networks is desired and the ability to work under pressure and interface with senior management

Bachelor's degree in any IT-related field

3+ years experience in a related field

Professional certifications CCNA Voice, Collaboration or equivalent.

Proven work experience as a Network/Voice Engineer.

Experience in managing PureCloud Contact Center platform

Experience in installation, operation and maintenance of Cisco equipment, routers and switches, CUCM.

Excellent judgment and solid decision-making skills.

Good interpersonal skills/communication skills.

Moderate stress during more working conditions. High stress during emergencies and urgent situations. Moderate demand for results.

High level of flexibility and responsiveness is required and work beyond standard hours occurs weekly.

Ability to work in a fast-paced environment with minimal supervision.

Good problem-solving skills and ability to meet demanding time constraints