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Voice Engineer in Des Plaines, IL at Signature Consultants

Date Posted: 4/16/2019

Job Snapshot

Job Description

Voice Engineer Summary:

Signature Consultants is seeking a Voice Engineer for an opportunity in Des Plaines, IL. The Voice Engineer will support all advanced intelligent call routing platforms such as Genesis and Cisco call manager as well as utilizing CTI technology to integrate voice and data information flows. Successful candidates must demonstrate a desire to dedicate time and energy to accomplish goals, tasks, assignments, etc. Will do what it takes on a 24x7x365 basis to support the operation required.

Responsibilities:

  • Responsible for configuration and setup of CISCO Unified Communications manager equipment and CISCO Unity Voice mail
  • Provide 24/7 maintenance and support for the client and contact center voice and network
  • Responsible for incident, change and problem management of non-contact center related voice platforms
  • Ensure the availability, performance, and operational integrity of Enterprise Voice Operations domain
  • Communicate the business impact and ensures the right resources are engaged within incident management to quickly resolve operational issues
  • Ensure PCI compliance of production voice infrastructure
  • Encourage and enforce compliance to IT Service Management process and procedures
  • Ownership of incident, problem and change management enterprise voice-related issues
  • Accountable for timely identification of voice services, problems and resolution of service incidents using AT&T Business Direct, Verizon Enterprize Center
  • Manage the voice network through vendors and 3rd party relationships with multiple domestic and international carriers. (i.e.: SITA, AT&T, Verizon, BT, etc.)
  • Monitor inbound (Domestic & international toll-free networks) terminating in multiple domestic and international contact centers. Cisco Cube Genesys-CCPulse, CME, & Avaya CMS
  • Fast response to problem identification, notifying affected groups and timely problem resolution using, Prognosis, Empirix and HP Service Manager
  • Escalation to 3rd and 4th level support, confirmation of resolution, and follow up on incident documentation
  • Ensure availability, performance and operational integrity of network operations using NNMI and HP Network Automation
  • Coordinate, troubleshoot, track and escalate Voice and Network issues and activities with internal and external technology team to support operational needs of the business for voice and network

Qualifications:

  • Technical Skills: General knowledge of LAN/WAN, routing, switching, load balancers, firewall required
  • Customer Focus: Understands the expectations and requirements of both internal and external customers, acts as their advocate, and communicates transparently to build their trust and respect required
  • Teamwork: Involves working well in a collaborative setting, supporting work team by volunteering for and completing assignments, acting as a positive team member by contributing to discussions, developing and maintaining both formal and informal relationships enterprise-wide, defines success in terms of the entire team through mentoring and knowledge transfer required
  • Personal Accountability: Regularly demonstrates personal accountability for their decisions, their actions, and the actions of their team and domain; answers to customers or leadership when outcome does not meet expectation required
  • Requires a bachelor's degree and 4-6 years of IT experience in the field or in a related area
  • Must have 3-4 years’ experience supporting a Cisco Voice infrastructure and working with Cisco Call Manager and experience supporting voicemail, ACD or PBX systems. Networking background, using routers and switches, is also

About Signature Consultants, LLC

Headquartered in Fort Lauderdale, Florida, Signature Consultants was established in 1997 with a singular focus: to provide clients and consultants with superior staffing solutions. For the ninth consecutive year, Signature was voted as one of the “Best Staffing Firms to Work For” and is now the 15th largest IT staffing firm in the United States (source: Staffing Industry Analysts). With 27 locations throughout North America, Signature annually deploys thousands of consultants to support, run, and manage their clients’ technology needs. Signature offers IT staffing, consulting, managed solutions, and direct placement services. For more information on the company, please visit www.sigconsult.com.