Voice Engineer

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Company: Codeforce360

Location: Boston, MA 02115

Description:

Position Description:

Hands on technical knowledge of legacy (TDM) and IP Telephony infrastructure, e.g. T1s, PRIs, SIP, etc.
Extensive operations background supporting Tier 1/2/3 ticket resolution.
Skilled with Wireshark, troubleshooting complex IP Telephony issues, creating ladder diagrams with packet traces, determine the root cause.
Extensive experience in supporting VoIP in SDWAN environment.
Strong knowledge of Cisco Call Manager, Unity Connection and Webex.
Work with SBCs and deploy SIP circuits.
Interact with Telecom Carriers at various levels, handle incident resolution and change requests between CUCM and Genesys Call Center integrated via Cisco CUBEs.
Create documents and processes, as required.
Work on projects deploying evolving U.C. architecture, e.g. integrating MS Teams and CUCM; serve as Tech lead.
Provide operational support on telephony issues. Act as third level escalation on incidents.
Work with Verint Call recording system integrated with CUCM.
Mentor and work with peers with varied skill sets.

Qualifications:

Must have at least 10, ideally 15 years, experience as a Cisco Call Manager subject matter expert. CCNA/CCNP (UC) or higher certification is preferred.
Hands on knowledge of Cisco Call Manager and Unity Connection, version 10.0 and above, and also Cisco Emergency Responder (CER).
Strong knowledge of IP Telephony and Telecom Carriers.
Must be a self-starter, able to work in a very high paced and dynamic environment.
In addition to operational expertise, ability to handle large scale projects is highly desirable.
Familiarity with the Genesys Call Center platform would be a big plus.
Knowledge of SIP messaging and Carrier Toll Free Networks is necessary. Knowledge of Oracle and Cisco SBCs is highly preferred.
Familiarity with Service Now ticketing system would be a plus.
Be able to lead resolution of complex issues and perform under tight time constraints.
Must have very strong knowledge of MS Office tools.
Experience with producing high quality documentation.
Good communications skills.