Voice Architect

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This position will Lead a team of Voice Engineers designing future improvements, daily operations, maintenance, and troubleshooting of the voice system.

Responsibilities

• Demonstrating a high level of customer service, professionalism, and end-user support across all centers.
• Demonstrate leadership ability to guide local team members at all centers with issues related to telephony.
• Mentorship of junior telephony engineers.
• Research security vulnerabilities and update the System Security Plan.
• Lifecycle management of both hardware and software.
• Demonstrated experience designing modern telephony systems.
• Experience with Cisco Telephony to include Cisco Communications Manager, Cisco Unity Connections, Cisco Unified Contact Center Express, Session Manager.
• Demonstrate expert knowledge in the SIP, SRTP, RTP, T1, PRI, SSL, and certificate management.
• Experience with Microsoft phone system to include Survivable Branch Appliances and Direct Routing.
• Experience with Cisco and Oracle Session Border Controller.
• Experience with Cisco Switches and Routers.
• Understanding of Firewalls and troubleshooting firewall rules.
• Installing, supporting, and / or maintaining IT and telephony equipment for both legacy and new installations.
• Performing and leading technical analysis of telephony software, hardware and transmission equipment using various diagnostic tools in support of efficient operations.
• Ensuring any changes performed within the telephony environment result in an operation system and the end users are not impacted by loss of service.
• Perform preventative maintenance inspections and ongoing patching of telephony equipment.
• Support and lead root cause analysis activities of telephony incidents across all centers.
• Leading incident resolutions across all centers according to service level agreements for this Voice Service Line.
• Completing work with a minimal level of guidance and direction.
• Independent work within guidelines and policies.
• Develop engineering documents supporting telephony system.

Qualifications

Skills

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