Network Engineer

Job ID: S#5498 - Telecommunications Network Engineer PLEASE NOTE: This is a 12 month renewable contract and needs to meet Client full-time conversion policies. Those dependent on a work permit sponsor now or anytime in the future (ie H1B, OPT, CPT, etc) do not meet Client requirements for this opening. 1. What s the major objective(s) of the role? Daily operations on existing contact center technology. Potential to oversee upgrades of all systems.

2. What are the MUST-HAVE technologies?

• Cisco Packaged Contact Center Enterprise (PCCE)
• Cisco Unified Call Manager (CUCM)
• Cisco Voice Portal (CVP)
• Cisco Unity voicemail and (CER) administration
• Cisco Expressway Gateways

3. What are the MUST-HAVE Critical Skills?

• Advanced Cisco PCCE administration, to include scripting, IVR configuration and troubleshooting
• Advanced Cisco CUCM administration
• Knowledge of VXML applications for Cisco Voice Portal (CVP)
• Cisco Unity voicemail administration
• Cisco Expressway gateways configuration and troubleshooting

4. What are the NICE TO HAVE technologies?

• NICE Engage call recording
• Lumen CCS
• AT&T Premier Care Portal
• ServiceNow

Job Summary: The Telecommunications Engineer is responsible for the configuration, maintenance, and support of all enterprise telecommunications solutions. Reporting to the Manager of Network Services/Telecom, this individual is part of a small team responsible for ensuring availability, performance, scalability, and security across all voice systems. Additionally, they will provide 24/7 technical support and troubleshooting for all enterprise voice infrastructure.

Primary Job Responsibilities:

• Configure, support, and maintain contact center applications (Cisco, Nuance & NICE) for maximum resiliency and exceptional performance.
• Collaborate with carrier service providers during new service implementations, terminations, and service interruptions, including local, long distance, and toll-free services.
• Configure customer service call center new business implementations.
• Maintains confidentiality of sensitive company and PHI data without exception.
• Implement and manage toll-free services for corporate and customer requirements.
• Assist with creating and testing Disaster Recovery procedures for managed equipment and services. Maintain system documentation and reporting as required.
• Perform system upgrades and patching off normal business hours.
• Comply with all IT standards for Change Control.
• Participate in an 24/7 on-call support rotation.

Job Qualifications Required:

• Related 4-year degree or equivalent experience
• Minimum 2 years Networking/Systems experience w/WAN, LAN, and firewall
• Minimum 3 years VOIP, SIP and QoS experience
• Provides exceptional customer service when working with the business
• Attends additional training as requested/deemed necessary

Preferred:

• Experience with Cisco Unified Communications Manager ver. 11.5 or higher, Unity Voicemail, Cisco Packaged Contact Center Enterprise (PCCE) ver. 11.5 or higher, Cisco Voice Portal, Cisco Unified ICM scripting, Cisco Unified Intelligence Center, Cisco Expressway, Cisco Collaboration video endpoints, and Cisco Meraki network.
• Experience with Nuance Speech servers with Automatic Speech Recognition and Text to Speech services
• Experience with NICE Engage contact center recording, and NICE workforce Management solutions
• Experience with nationwide toll-free service routing and management
• Experience with ServiceNOW ITSM/ITILPhysical Demands