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- Provide technical knowledge of multiple platforms such as Zoom, Slack, MS Teams, and NICE inContact.
- Experience with multi-vendor platforms such as Genesys, RingCentral, Cisco, 8x8, Dialpad, Siemens Unify /Atos is a plus. Cloud-based is strongly preferred
- Demonstrated experience with VoIP implementation and support, specifically configuration of SIP end points and troubleshooting SIP telephony.
- Demonstrate experience using network tools such as Wireshark to analyze SIP, RTP and QoS at a network level. Ideal candidate will understand basic network topologies and how they support VoIP implementations
- Provide advanced problem management including root cause and post mortem analysis for service interruptions and incidents
- Identify and resolve problems while ensuring service level agreements are met for ServiceNow incidents and service requests
- Perform on-call rotation duties as part of the operations team
- Develop, document and adhere to standard operating procedures and best practices
- Participate in proof of concepts to analyze and provide input on new features and functionality
- Recommend process improvements and quality assurance procedures
- Stay relevant with technology changes and provide end user training as needed
- Work with vendors to articulate business needs and ensure work is delivered accurately and to specification
- Lead and participate in cross-functional teams to support technologies and create standard operating procedures that will integrate into the company's global infrastructure
- Provide guidance and coaching to more junior positions
- Bachelor's degree or equivalent field of study related to the job
- Minimum 5 years prior job-related experience (voice, video, chat, contact center) including an understanding of the Unified Communications/telephony market and business trends
- Oracle Session Border Controller configuration and management preferred