Sage is a world-leading supplier of accounting and business management software to small and midsized businesses. Our purpose is to help our customers run their businesses more effectively—helping them gain greater insight into their business activities and providing them with lasting benefits by automating their business processes. Our applications cover a wide range of business requirements, including accounting, customer relationship management, contact management, human resources, warehouse management, and specialized products for specific industries.
Our brand, Sage, is used by all operating entities of The Sage Group, plc. The Sage Group, plc is the parent company of Sage North America and is located in the United Kingdom. With more than 6 million customers, Sage has offices in 23 countries worldwide.
Sage Named One of Atlanta's Best Places to Work by the Atlanta Business Chronicle!!! To learn more about Sage, please visit our website at www.na.sage.com
The Senior Cisco Telecom Engineer will be responsible for the design, configuration and support of a large Cisco UCCE – Unified Contact Center Enterprise – environment. The products include Communications Manager, CVP, ICM, VXML studio Scripting, CUIC and CAD. Contributes to the creation of policies and procedures to ensure service is delivered in an efficient, effective manner following industry best practices. Responsible for resolution of complex, high-priority incidents and problems related to these systems.
Maintain knowledge of company’s strategic business plans. Review these business plans with the Telecom Infrastructure team.
Develop, document, make recommendations, and communicate plans for investing in IT infrastructure, including analysis of cost reduction opportunities.
The Senior Cisco Telecom Engineer will report to the Manager, IS-Telecom Services. This job will require occasional after hours work to support maintenance activities and address critical production issues.
Develop business relationships to understand the value of the IT infrastructure to the business.
Develop and manage service level and operational level agreements, capacity plans, and design for cost-effective service availability.
Maintain a secure environment through secure design, creation of audit processes and procedures, and implementation of systems to control the IT infrastructure landscape.
Assist application development teams and competency centers to develop effective systems infrastructure for the business needs.
Create diagrams and records designating and referencing all system components and their location.
Implement systems and processes to ensure all systems are appropriately monitored, secured, and backed up.
Assist in decision-making process for operational change management.
Manage vendors to ensure SLA compliance and service delivery excellence.
Manage costs and improve quality through automation and orchestration
Define measurements and assist to gather data on the IT infrastructure landscape.
Develop and execute test plans to check infrastructure and systems technical performance. Report on findings and make recommendations for improvement.
Protect company proprietary and confidential information
Typical travel will be minimal and should not exceed 10%
5+ years prior job related experience
Excellent verbal and written communication skills.
Strong experience with Voice networking.
Hands on experience designing, implementing and supporting Cisco’s UC product line.
Experience with ICM/CVP, implementation and troubleshooting.
Experience implementing and troubleshooting Cisco Unified Communications Manager (CUCM).
Experience creating and adhering to Service/Operating Level Agreements and systems procedural documentation in order to drive continual service improvement.
Prior experience working in a medium to large IT environment.
Outstanding problem solving skills and reasoning skills required. A “logical thinker”.
Experience implementing an IT controls framework (such as COBIT, ITIL)
In-depth level knowledge of networking technologies including but not limited to: TCP/IP (e.g. interpreting a packet trace file), WAN technologies, VPN, QoS, firewalls, routers, switches, DNS.
In-depth level knowledge of Voice over IP principals.
Experience in designing and deploying standardized VoIP technologies; SIP, H.323, G.711, G.729
Experience designing medium-large Enterprise wide PBX environments and peripherals (2000+ users)
Experience working within datacenters (co-location)
Experience with Cisco routers/switches as they relate to the VOIP infrastructure.
Hands-on experience in SIP trunking, with Cisco Communications Manager (Linux based version), with Cisco Unity Connection, with Cisco Session Border Controller (CUBE), and in a large call center environments spanning multiple locations.
Experience with ACME packet Session Border Controller a plus.
This job will require occasional after hours work to support maintenance activities and address critical production issues.
Bachelor's degree from an accredited four-year university highly preferred.
With over 30 years of experience and 6 million customers worldwide, we know a thing or two about helping small and medium-sized businesses...