Cisco VOIP Engineer- Junior to Mid-Level
CN-TEC - Salt Lake City, UT

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Our team provides operational support to the firm’s voice network which includes infrastructure and carrier services. Responsibilities include providing proactive and reactive Level 2 technical support. Specific tasks include advanced problem diagnosis, trouble resolution, and hands-on change implementation across the entire voice product suite. Main platforms include Cisco IP Telephony, Cisco IP Contact Center, Avaya PBX and Call Center, Octel Voice Mail , and Verint Voice Recorders.

Responsibilities

  • Maintenance, monitoring and repair support of all IP and TDM voice system infrastructure
  • Work closely with Network Services and Network Engineering to support all IP products
  • Maintenance and monitoring of voice application servers
  • Gather internal client requirements, document, build and support call center solutions on Cisco IP Contact Center
  • Perform planned voice infrastructure and application server change and upgrades
  • 25%-50% of time will be spent supporting voice deployment projects including upgrades and implementations across all voice product suite
  • Play an active role in working with Strategy and Engineering teams to test and implement new tools to enhance support of the environment
  • Work actively on documenting and enhancing procedures and processes.
  • Perform system updates and upgrades during non-business hours (weekends)
  • Provide after-hours on-call support on a rotating schedule

Basic Qualifications

  • Strong hands-on telephony background required, including understanding of PSTN technology
  • Strong troubleshooting/problem solving skills
  • Experience with telephony cabling, routing and trunking required
  • Experience with Cisco Call Manager required
  • Experience with Cisco IP Contact Center preferred
  • Excellent verbal and written communication skills
  • Prior experience maintaining high service levels in a demanding environment
  • Experience working in a team-oriented, collaborative environment
  • Experience developing project plans
  • Experience with trading voice systems a plus, but not required
  • Knowledge of network a plus, but not required
  • Four year degree in a computer-related field or equivalent experience

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