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Telephony Engineer

Our client has a contract-to-hire role for a Senior Telephony Engineer. Candidates will need to be someone who can run telephony for a global organization and is strong on the Cisco and Scripting within CUCM.  

Responsibilities:

  • Understand business communication needs and deliver solutions
  • Provide communication across the organization and to designated areas on incidents and events
  • Work with architects to provide input on telecommunication designs and develop documentation for designs
  • Perform daily management of global telephony infrastructure UCCX
  • Design and program extensions
  • Responsible for moves, adds, changes (Voice, Web, Data)
  • Install and move phones, and attached peripherals, using common telecom and hand tools.  May involve connecting telephone wiring.
  • Support Gateway, Server Management & cluster
  • Determine root cause of telephony incidents and provide incident response
  • Provide directions and steps for permanent resolution of issues
  • Communication system upgrades
  • Work with partners, to determine the latest appropriate release levels
  • Create upgrade plans that mitigate and business impact
  • Provide a means of validation and testing
  • Interface with the business, educating on the benefits, changes, and additions of new releases
  • Execute the upgrades without business disruption
  • Ensure telecommunications equipment issues are handled appropriately
  • Work with vendors to report problems, order services, and open change orders, including equipment vendors, local exchange carriers, long distance carriers, and other vendors who may support telecom equipment and services
  • Work with other departments on telecom projects or issues that involve or impact those groups
  • Support Customer Service Telecommunications software
  • Respond to requests for changes and adds/deletes
  • Give guidance on reports development
  • Troubleshoot system issues.
  • Maintain and develop metrics SLA’s and ensure they’re being met

Requirements:

  • 2 or 4-year degree/equivalent industry experience
  • 8+ years of telecom experience
  • 5+ years of Cisco call systems, Cisco Unified Communications Manager, Cisco Unified IP Queue Manager, Cisco UC applications (CUCM, CCX, CUPS, CUCXN, Calabrio WFM and AQM, CER, 2Ring)
  • 2+ years Contact Center scripting and automation experience
  • 2+ years’ experience in system upgrades
  • 2+ years’ SIP Trunking, PRI, Voice Gateway Config, and troubleshooting experience
  • 5+ years’ physical and softphone configurations/management
  • 1+ years’ global phone system management
  • 5+ years of experience with telephone systems upgrades
  • 5+ years of experience interacting with basic Networking technologies
  • Research Telecom trends and futures
  • Budget development and presentation for the telecom space
  • Project management experience
  • Customer interfacing experience to design future solutions
  • Skilled communicator and good at documentation
  • Business focused and flexible with changing business needs
  • Able to lift 30 lbs
 

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