Level 3 Telecom/ Contact Center Engineer

If the following job requirements and experience match your skills, please ensure you apply promptly.

Full Time (Telecom & Contact Center L3 Engineer)

• Your role

Do you have a knack for telecom technology? Are you at your best when supporting others? Do you have a verifiable CCNP Collaboration certification?

We’re looking for a CCNP certified L3 Telecom and Contact Center to :

• work in a mission-critical role as a SRE ( Site Reliability) L3 Telecom Engineer in the Telecom & Contact Center Services team responsible for day-to-day technical and service oversight of our regional health enterprise network
• provide technical oversight across the Telecom and Contact Center environment specifically across operational activities, major incidents, and problem management, but also across review and advisory activities for implementation projects
• be closely involved in tooling and projects to automate telecom & contact center workflows
• work with the Contact Center business units, capabilities owners / managers, vendor management and service providers’ teams to onboard new products and represent operations as required to ensure acceptance into service is successfully delivered
• manage operational related internal client communication and escalations as needed and proactively drive incident resolutions
• work closely with IT leadership to make a real impact in terms of production stability, continuous service improvement and best practice sharing across the environment
• Required Knowledge, Skills and Abilities :
• CCNP (Verifiable Cisco Certified Network Professional) certification in Collaboration.
• 7 years’ experience required, preferably in a healthcare provider environment.
• Experience with Cisco CUCM and Collaboration services migration to cloud WebEx DI preferred
• Implement, maintain, and support all Telecom and VoIP Systems including but not limited to SIP, Cisco Unified Call Manager (PCCE), Cisco Call Manager, Cisco Unity, IPCC, UCCX, UCCE, CUCI, CAD and Finesse and associated technologies.
• Provide support and assistance in UC fault isolation and performance management processes as requested.
• Design and implement monitoring and reporting that exposes quality metrics necessary to measure the performance and effectiveness of Enterprise UC services, and to support decisions for continuous improvements
• Be the single point of contact for all telecom related issues and request.
• Manage SIP Trunks and VoIP Circuits.
• Troubleshoot all voice related services from Desktop issues to Systems and Contact Center Scripting issues.
• Implement all current and future Telecom Projects.
• Ensure backups on all UC Voice systems.
• Manage all upgrades and revisions to the UC voice environment.
• Develop and implement long-term strategies and capacity planning for future telecommunications hardware and software needs.
• Coordinate with internal IT team in efforts to provide telecommunications support.
• Install and support telecommunications infrastructure and its associated software, including CIT interfaces, call management systems, voice mail, and interactive voice response, call center call routing and video conferencing systems.
• Configure, test, maintain, monitor, and troubleshoot end user telecommunications hardware, telephony devices, and voice / data hardware solutions.
• Monitor and identify capacity and performance issues for telecommunications traffic to ensure continued, uninterrupted operation of telecommunications systems.
• Problem Solving :
• identifies and resolves problems timely; gathers and analyzes information effectively; develops alternative solutions; uses reason when dealing with emotional topics.
• Communication Skills :
• speaks and writes clearly and persuasively in positive and negative situations; responds well to questions, presents effectively in group meetings or settings, ability to read and interpret written information.
• Interpersonal Skills :
• focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; open to others’ ideas. Shares ideas and most importantly takes initiatives.
• Demonstrated attention to detail.

Job Type : Full-time

Pay : From $90,000.00 per year

Schedule :

• 8 hour shift

Work Location : In person

Salary : $90,000