Voice Operations Analyst
Hybrid Schedule (Minneapolis, MN or Broomfield, CT)
1 Year Contract to Hire
$38-$43 /hr. on W2 - No C2C candidates
Summary
The Voice Operations Engineering Analyst is a component of the Collaboration Technology Services organization that is part of our client's Information Technology Infrastructure function. This team is responsible for all phases of the Core Voice Platform Infrastructure delivery from architecture to daily operations. The team operates at a significant scale, supporting over 75,000 connected endpoints in a Cisco Telephony environment.
Responsibilities
- Ensure platform service performance through pro-active monitoring, alerting, and tool automation.
- Support day to day operations of our client's Cisco IPT environment (CISCO CUCM, SBCs, CISCO Gateways, SIP, VoIP)
- Work with the voice infrastructure team to respond to escalated incidents, driving to resolution.
- Work across individuals/teams to ensure any issue is resolved as quickly and correctly as possible.
- Work in Service Now to assist in Ticket resolution for MAC or trouble requests.
- Collaborate across other operations and engineering teams.
Qualifications
- High School diploma: Bachelor s degree preferred.
- Minimum 1-3 years expertise Implementing and Supporting Voice Technologies in a large scale, multisite environment.
- Strong technical foundation on voice infrastructure (CISCO CUCM, SBCs, CISCO Gateways, SIP, VoIP) Carrier infrastructure as well as Network basic knowledge.
- Experience within Webex Control Hub performing MACD and updating user profiles.
- Experience with proactive monitoring tools and automation is essential i.e., Splunk, Prognosis, RTMT.
- Sound operational experience is a must.
- Incident & Problem Management: Experiences on lead direct and indirect support teams to provide resolve all technical issues, without or without minimal impact to the service.
- Experience SIP, and Video End Points
- Experience troubleshooting Voice Providers
- Excellent customer service skills and ability to manage multiple priorities.
- Excellent interpersonal skills to effectively communicate with diverse, cross-functional teams including staff at all levels of the organization including both technical and non-technical personnel.
- Ability to work independently with general supervision.
- Ability to maintain an operational awareness of the voice infrastructure, engaging willingly to resolve system issues or investigate potential unhealthy symptoms.
- Rotational/Scheduled on-call support is required.
Voice Support Analyst