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Senior Voice Engineer

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Details of the offer

Overview

The Senior Voice Engineer will combine skills in the sphere of Cisco networking and voice infrastructure with knowledge of the Cisco Contact Center application stack and IVR scripting.

You will be responsible for maintaining and troubleshooting the SolarWinds global Cisco phone system, including CallManager, Jabber, and Unified Contact Center Enterprise. This will involve researching and creating new functionality, implementing requested features and analyzing and troubleshooting issues.

This position will be working with a small global team and will be primarily supporting Contact Center agents and scripts in multiple call centers in several countries.

Responsibilities

Designs, configures and maintains Cisco voice infrastructure

Identifies, troubleshoots, and mitigates issues with voice infrastructure as they arise

Participates in project planning meetings with internal stakeholders, taking requirements and producing technical specifications for deployment

Participates in the team on call rotation

Identifies potential new technologies and assists in evaluating new processes for implementation in production

This role will be assigned an APAC shift schedule

Qualifications

5+ years administration, troubleshooting and support experience with Cisco Unified Communications and/or Unified Contact Center Enterprise.

Experience with Multi-site configuration and enterprise level CUBE/SIP Trunk Deployment.

Knowledge/ Experience with SIP and SCCP protocol.

Knowledge / Experience of Voice over Internet Protocol (VoIP) and IP Trunking concepts, topology design – VoIP media RTP/RTCP

Familiarity with Cisco Video products like TMS, Expressway C/E

Experience with Troubleshooting Voice/Video issues

Familiarity with CISCO UCCE solution architecture and integration

Familiarity with CISCO IP-IVR applications performing design, development, and support functions.

Experience performing CISCO ICM Script design and deployment

Knowledge/Familiarity with CISCO CVP application design and development

Cisco Certifications (i.e. CCNA, CCNP) preferred

NOTE: This position offers Nontaxable allowance, benefits, performance bonus and other de minimis etc.