Sr Voice Engineer

Arlington, TX - USA

Monthly Salary: Not Disclosed

Posted on: 4 days ago

Vacancies: 1 Vacancy

Job Summary

Overview:

This position will be responsible for Tier 2 operational support including triage escalations and projects. This role is a part of the voice services program under the Uni ed Communications team within the Customer Experience division for the client. The Clients portfolio of voice products includes Microsoft Teams Phone Cisco Call Manager Five9 call center solutions video intercoms and legacy voice services

Duties Include:

Supporting day-to-day operations for the Clients cloud and on-premise voice services
Providing Tier 2 support for issues related to the voice systems and related integrations
Serves as point of facilitation for the Clients managed services provider for triage and escalations
Coordinating with internal teams (ex. cabling network security endpoint etc.) for hardware infrastructure and service issues
Generating operations and analytics reports
Working with help desk end users and Countys managed services provider
Evaluating new products and services
Leading small projects and upgrades
Providing technical support on larger operational efforts and project implementations
Developing operational documentation
Conducting end user training

Qualifications

Requirement - 7 years of telecommunications and networking experience with technologies such as PSTN VoIP call centers IVR UCaaS CCaaS SIP SBCs QoS cloud
Requirement - Direct experience with Cisco Call Manager and Teams Phone
Preference Direct experience with Five9 or similar CCaaS product
Preference - Experience working in federal state or local government

Overview: This position will be responsible for Tier 2 operational support including triage escalations and projects. This role is a part of the voice services program under the Uni ed Communications team within the Customer Experience division for the client. The Clients portfolio of voice prod...