Voice Network Engineer

The Voice Network Engineer provides support for all business critical voice network services across facilities including the primary and alternate customer contact and operations centers.  The primary role of this position will be to provide design, implementation, upgrade and maintenance services. Areas of responsibilities include Voice over IP (VoIP) solutions, Oracle SBCs, Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Cisco Voice Gateways, Cisco Unified Contact Center (UCCX/PCCE), WebEx, Virtual Hold, Verint call recording and vehicle routers.

Responsibilities

• Interface with data network engineering, server support and the business to provide requirements for Contact Center and Operations Center processes
• Participates in high-level design of infrastructure with experts from other groups and with vendors
• Supports the deployment of new voice network technologies and upgrades of existing voice network technologies
• Monitors customer contact center technology including systems, applications, call routing and voice network traffic
• Modifies voice network system configurations based on business requirements and other factors
• Leads planned system maintenance and change control process
• Performs triage and troubleshooting of voice network technologies
• Coordinates voice network third party vendor relationships
• On-Call support for our 24/7/365 environment
   

Skills

• Cisco CUCM
• Cisco Unity Connect
• Cisco CCX/PCCE
• Cisco CER
• Oracle SBCs
• SIP/VoIP routing protocols
• Ability to work in a team-oriented, collaborative environment
• Dedication to supporting a 24/7/365 utility infrastructure
• Understanding of customer contact center concepts including skills-based routing
• Knowledge of voice network technologies including switching, messaging and signaling
• Good oral and written communication skills
• Good technical documentation skills
• Proven analytical and problem solving skills
• Ability to work independently with minimum supervision
• Ability to effectively prioritize and execute tasks in a high-pressure environment with aggressive project timeframes
   
  Education/Experience

• Cisco Collaboration, UCCE,  VoIP troubleshooting, design and configuration experience
• Cisco Voice / Collaboration /UCCE certification is preferred

• Scope
• Primary focus is on daily deliverables, outputs and reporting.  Accountable for managing ones own time and work flow but may be leading projects or project steps.  Work is typically complex in nature requiring the incumbent to draw on previous knowledge to perform role.  Continues to build knowledge base but has a solid foundation to act independently the majority of the time.  Still draws on experts and managers when needed but less frequently. Acts as a resource to less experienced staff on routine issues.