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- Bachelor’s degree (B.A.) from a four-year college or university; or 2-3 years related experience and/or training; or equivalent combination of education and experience in the industry.
- Experience with variety of systems including Cisco Call Manager, Cisco Unity, Cisco Contact Center Express, Attendant Console, and Finesse.
- Experience with Cisco networking (hardware, software, protocols, etc.) with emphasis on large-scale enterprise WAN and datacenter network deployments and operations.
- Demonstrate ability to support complex, enterprise level LAN/WAN networks.
- Ability to work well with others and take direction on necessary tasks.
- Ability to learn the fundamental and advanced principles of the voice and collaboration systems.
- Ability to perform a large-scale system assessment and drive a system selection process.
- Proficient in Microsoft Office (Word, Excel, and Outlook) required.
- Excellent communication skills (written, listening and verbal).
- Willing and able to travel infrequently, including overnight travel.
- Triage voice related trouble tickets that come into the Helpdesk which may involve hardware, software, and/or wiring issues and fixes the issue. Train and mentor Help Desk team on Level 1 support tickets.
- Define the process to program phones for new employees and set them up in the voice system including extensions, 800 numbers, groups, etc. and makes appropriate changes for existing employees as needed.
- Manage voice related hardware inventory including phones, headsets, splitters, etc. and review capability and compatibility of new or replacement parts.
- Manage and create voice related reports regarding call stats for department managers and collaborates with vendors to develop complex reports.
- Collaborate with business leaders on the integration of voice related software for the phone system.
- Consult and collaborate with business units to determine voice system requirements to effectively purchase or develop and implement solutions to meet their needs.
- Install and test new software and if needed, modify configurations of voice systems to best meet business unit needs.
- Diagnose carrier-related problems, and reports status and repairs needed and follows up until completion.
- Perform maintenance on voice servers and gateways and project manage vendors for complex installations or issues.
- Work with telecom vendors to implement and troubleshoot voice related products and services. For example, SIP, TDM, and POTS circuits.
- Administer voicemail set-up. Assist in voicemail gateway administration.
- Provide backup when the Network Engineer is unavailable.
- In support of Company’s culture, all employees are expected to consistently, effectively and reliably perform in accordance with the Company’s values as set forth in our core competencies and behaviors (All Employee Competencies and Manager Competencies).
- Position may require work responsibilities outside of normal business hours and infrequent travel may be required.
- Performs other duties and responsibilities as assigned.
- Constantly in a stationary position and occasionally will move around.
- Constantly operates a keyboard and mouse and constantly utilizes a computer monitor(s).
- Constantly conversing with internal and external customers in person or via phone system.