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- The Network Operations Engineer - UC, is responsible for all aspects of customer deployed Unified Communication (UC) services, including the management, provisioning, installation, as well as setting expectations of service delivery, troubleshooting and repair of customer reported issues in a hosted UC solution.
- This position involves working with various entities, such as: Sales teams, Order Management, Operations and Provisioning, Engineering, Customer Service and Field Resources, as well as training and working with installation partners to ensure a successful order fulfillment.
- The Provisioning role is comprised of validation, as well as implementation, including test and turn-up of new capacity and customer services.
- Manage new UC implementations, working closely with Order Management on scheduling, as well as porting of Direct-inward Dial (DID)s from the previous carrier to our client
- Review and confirm customer requirements against capability and capacity to deliver services.
- Schedule remote/online and on-site customer validations, installation, and customer product training for both technical and non-technical personnel.
- Support of internal and external (customer) calls to collect programming, configuration, call flow information necessary to develop and implement/provision UC design. Work with all cross-functional teams and entities to complete all tasks related to UC projects.
- Finalize service documentation, update inventory, configure OAM or other monitoring systems in preparation for ongoing Operational support.
- Maintain a working knowledge of the UC solution overall, with focused familiarity with customer specific installations and integration, as well as implementation of Power-over-Ethernet (POE) switching equipment and voice gateway products.
- Create/Update/Review of overall UC design, configuration, call flow diagrams in collaboration with stakeholders either through self-direction or in facilitation with others.
- Work with Engineering and/or Operations departments on various projects as required.
- Collaborate with other members of the NOC, Customer Service, Field Resources, Engineering, and Infrastructure (OSP) teams in solving complex problems as needed.
- Coordinate and lead customer and core network UC services repair events with Field Technicians, Engineers, customers, contractors, and 3rd-Party Network service providers.
- Respond diligently, deliberately, and timely to customer inquiries regarding service issues.
- Provide proactive customer notification of service and core network issues, as well as ongoing updates.
- Document all work performed in a comprehensive ticketing and document management systems.
- Monitor, Operate, administer, and react to Network Management System (NMS) events.
- Use lab environments to diagnose network issues or provide network performance reviews.
- Schedule, document, lead and implement maintenance activities.
- Facilitate customer notification of network maintenance and planned service affecting events.
- Identify, diagnose, and document underlying architecture and support issues for problem resolution, Root Cause Analysis (RCA), Reason for Outage (RFO) and Service Level Agreements (SLA) reporting.
- Participate in responding to service-related issues and related restoration activities afterhours when needed.
- Provisioning knowledge and experience with Metaswitch required.
- Knowledge of Voicemail services, Auto attendant features and functionality, chat and video conferencing services.
- Knowledge and understanding of UC services in a hosted UC environment, including competencies and best practices required.
- Understanding of DNS, and DHCP, as well as associated functions within the Internet framework.
- Understanding of Ethernet, SIP and IP services operating within a service provider network a plus.
- Understanding of IP and routing protocols preferred.
- Understanding of Wireless and Security Services, such as Firewalling, Intrusion Prevention, Access-control Lists and Quality of Service queues, as they pertain to UC services a plus
- Ability to initiate, complete and meet deadlines of projects with some direction and guidance.
- Proven experience working as a member of a team.
- Strong interpersonal/written communication skills, as well as strong phone skills.
- Diligent in monitoring order delivery dates, communicating changes to customers, as well as internal and external entities.
- Excellent organizational, time management and presentation skills.
- Bachelor's degree in a data communications or networking field or equivalent education and experience.
- 3+ years of expeirence working in Networking
- 2 years of experience in provisioning UC services in a Hosted Voice environment using the Metaswitch platform.
- 2 years of experience working in a mission critical 7x24x365 NOC preferred.
- Understanding of Ethernet traffic types, VLANs, Queuing, LAGs, and 802.1q.
- Understanding of network and system diagnosis and troubleshooting, familiar with using configuration management and testing toolsets, as well as monitoring and management software solutions.
- Ability to demonstrate understanding of UC network topology design.
- Comfortable in customer-facing situations, as well as internal mentoring roles.
- Has strong interpersonal and organization skill sets; comfortable in a dynamic, fast paced environment, and understand that flexibility and accountability feed directly into customer satisfaction.