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Mastech Digital provides digital and mainstream technology staff as well as Digital Transformation Services for all American Corporations. We are currently seeking a Voice Engineer for our client in the Retail domain. We value our professionals, providing comprehensive benefits and the opportunity for growth. This is a Contract position, and the client is looking for someone to start immediately. Duration: 9 Months Contract Location: Irving, TX or Enon, OH Role: Voice Engineer Primary Skills: Cisco, Cisco CUCM, Finesse, MS Teams Voice Services Secondary Skills: VoIP, SIP, H323, MGoogle Cloud Platform, RTP Role Description: The Voice Engineer must have at least 4+ years of experience. For this role, you must be a Voice Engineer who is comfortable working in a challenging and diverse environment to assist with the installation, configuration, and management of the voice infrastructure. You will also provide direct support to internal team members and external clients via phone, email, chat or in person. You should be self-motivated and have excellent analytical, organizational and communication skills. You must be a strong team player able to collaborate with others. Responsibilities: - Analyze, diagnose, and resolve customer issues within the companys voice systems. - Provide Tier 2 and Tier 3 technical support for the companys voice systems - Resolve incidents directly with end users and record detailed actions in ticketing tool - Collaborate with 3rd party vendors to ensure voice systems stays operational - Escalate issues to next level of support if unable to resolve in a timely manner - Install and implement voice system components and cables in data centers and corporate offices - Support for enterprise customer network, including troubleshooting voice, video, and data (IP) traffic - Handling voice scripting for contact center solutions - Designing and deploying carrier SIP solutions - Implement and support the technology change from Carrier services to centralized Carrier SIP solution - Perform approved voice system changes according to procedures with minimal business disruption - Understand and perform voice system maintenance and upgrades, including service packs and patches - Develop and maintain accurate voice system support documentation in a knowledge repository - Perform system performance monitoring, trending, and capacity planning for the voice systems - Other duties as assigned Requirements: - Strong diagnostic and problem-solving skills: o Active listening and analysis to identify issues or problems o Research and creativity to identify a solution to the issue or problem o Ability to communicate resolutions in a simple, easy to understand manner - Communication skills: o Verbal and written via phone, email, chat, etc. - Must be able to clearly communicate instructions and current tasks - Must be able to describe technical items to non-technical users - Multi-tasking skills - Ability to help a team member or customer real-time while performing other tasks - Passionate about customer support - Attention to detail good organizational and time management skills - Ability to lift up to 50 lbs, work nights or weekends, as needed, and participate in an on-call rotation Education and Experience: - University degree in Information Technology or related field preferred - 3+ years experience managing enterprise systems (Cisco, MS Teams) is preferred - Knowledge and understanding of common VoIP protocols (e.g., SIP, H323, MGoogle Cloud Platform, RTP, etc.) - Strong knowledge/experience of Cisco CUCM, Finesse, MS Teams voice services. Education: Bachelors degree in Computer Science, Electrical/Electronic Engineering, Information Technology or another related field or Equivalent Experience: Minimum 4+ years of experience Relocation: This position will not cover relocation expenses Travel: No Local Preferred: Yes Note: Must be able to work on a W2 basis (No C2C) Recruiter Name: Smriti Sinha Recruiter Phone: Equal Employment Opportunity Minimum Education Required: BachelorYears of Experience Required: 3-5 YearsExpected Travel Time: None
- ID: #49673959
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State: Texas
Irving
75014
Irving
USA
- City: Irving
- Salary: Market
- Job type: Contract
- Showed: 2023-04-11
- Deadline: 2023-06-10
- Category: Et cetera