Senior Voice Engineer

Jan 31, 2017
Institution Type
Four-Year Institution
About The Unit:

Unit Job Summary: Under direct supervision, this individual is responsible for designing and implementing new voice services and the maintenance and support of all voice systems including VoIP, voice network services, PBX and dependent systems. Under general direction, this individual will be part of the engineering team in resolving carrier issues for SIP Trunking and traditional network services like T1/PRI and Centrex. Individual will fulfill end-user repairs, monitor network services, prepare gateways and services for remote locations, complete the installation of this service and provide ongoing maintenance. Individual is responsible for trouble-shooting, monitoring and reporting network service performance impacting service delivery to our customers. The Universities enterprise service includes the Medical Center and is 24/7 and requires a solid understanding of voice telecommunications services, including VoIP, PBX, carrier network services (SIP Trunking, T1/PRI), voicemail, call center, fax server, e911. Individual will work with end-users, information technology peers (desktop, network, infrastructure, monitoring) to trouble-shoot, diagnose and reach resolution for any one of these products and services as necessary. Essential functions: Diagnoses and completes repairs of reported trouble-tickets by customers. Displays high quality of customer service throughout this process. Designs and implements new voice services, provides assistance in the preparation of technology or network services for installation as a new service or growth to existing service. Completes all test plans, affirms results to complete installation or resolve issues before final installation. Assists manager in the documentation, communication and follow-through with customer, management or vendors as needed. Performs daily maintenance routines and test procedures to ensure services are operating as desired with minimal downtime or impact to business Attend product, technology and vendor workshops, review professional publications, attend approved training to further career as necessary Other duties as assigned.

Unit Education: Cisco Certified Network Associate - CCNA Voice (e.g. skills and knowledge related to Cisco Unified Communications Call Manager) required. BS in Telecommunications and Voice Network Services preferred. Cisco CCNP: Voice Training or Certification preferred.

Unit Experience: Minimum eight years of experience working with Cisco OS, IT Operations or related technologies (e.g. ATTPRI/T1, trouble shooting and support, Cisco Unified Communications Call Manager support and maintenance, Cisco Gateway support and installation, etc) required. Minimum one year experience in ATT SIP Trunking support and trouble-shooting preferred.

Unit Job Function Competencies: Proficiency in Cisco Unified Communications Call Manager and dependent technologies required. Ability to manage competing priorities in a complex environment required. Ability to build strong and sustainable relationships and to interact with all levels of the organization required. Skilled in time prioritization and task management; ability to self-manage and work independently required. Effective communication and documentation skills required. Works well under pressure and handles stress required. Ability to install and troubleshoot applications such as Cisco CUCM, UCCX, Unity Connection, Presence, Jabber, Prime Collaboration, and other applications required. Ability to configure and troubleshoot Voice Gateways using protocols such as SIP, MGCP, H323 required. Ability to use system logs to diagnose and resolve problems required. Knowledge of ITIL methodology, incident and request management processes preferred. Ability to guide and direct peers and team members in meeting critical service dates or project tasks preferred.

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