Senior Voice Engineer

Job Description

The Senior Voice Engineer reflects the mission, vision, and values of NM, adheres to the organization's Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

The Senior Voice Engineer works closely with other technology professionals to monitor voice systems, evaluate impact and troubleshoot problems to implement solutions, and assist in the optimization associated with systems on all voice and data communication issues.

Responsibilities:

Configures, tests, deploys, and maintains/upgrades unified communications/telephony systems

Performs adds/moves/changes and performs preventative maintenance on telephony systems

Proactively monitors and resolves potential service interruptions

Provides Tier 3 support for telecom service requests and repairs received via service tickets

Create and maintain end-user training materials and documentation

Design and implementation of telephony systems and changes throughout the organization

Manages and owns the success or failure of the implementation of telephony systems projects

Procures equipment and maintains inventory levels at standards

Maintains telephone records and procedures and is the responsible owner for such information/documentation

Plans for and designs systems for future growth

Develops a broad working knowledge of the full range of NM IS network platforms

Responds thoroughly and promptly to customer needs as defined in conjunction with our customers

Works effectively in supporting NM IS application teams with project and support activities

Prepares and delivers effective support by seeking a thorough understanding of team, department, and organizational goals and objectives

Mentors and aids in the development of Voice Engineers and Voice Engineer Associates

Provides after-hours support as part of a team on-call rotation

Competencies:

Thorough understanding of Cisco Unified Communications, including Call Manger, Unity Connection, Unified Presence, Emergency Responder, and Cisco Unified Contact Center Enterprise (UCCE)

Ability to support all Unified Communications components including troubleshooting, configuration, optimization and design of a multi-cluster environment

Understanding of IPPBX features, IP phones, and the ability to train customers in their use

Solid data networking skills such as routing and switching with an emphasis on important voice concepts such as SIP, H.323, and QOS

Familiarity with high-availability design (failover systems and data replication)

Experience with Cisco RTMT and Solar Winds monitoring (or similar product)

Experience with telephony systems and services such as PSTN, ISDN, PRI, SIP trunks

Technical knowledge of network & PC operating systems, including Windows 7/8/10, VMWare ESX Server, MS Server

Technical knowledge of current networking hardware, protocols, and telephony standards

Strong troubleshooting experience

The ability to think critically, learn quickly, deliver work on schedule, successfully resolve complex technical issues, and communicate effectively

Knowledge and experience related to incident & change management systems

Adapts well to rapid change and multiple priorities

Develops effective relationships with users and other IS team members to enhance the timeliness and effectiveness of technology solutions