Senior Contact Center Engineer

Location: Birmingham, Alabama
Date Posted: 10-05-2018
Position Title: Senior Contact Center Engineer
Location: Birmingham, AL
Position Status: Direct Hire
 
Position Description:
Our client is looking for Senior Contact Center Engineer candidates for a position located in Birmingham, AL.
 
Responsibilities:
  • Successfully maintain all software and hardware components related to the management and function of Voice/Video devices (firmware updates, software updates and hardware changes, etc.).  Train and mentor Systems Analysts on the process and procedures to keep the Voice/Video software environment current and up to date.  Responsible for documenting these processes and procedures.
  • This position is responsible for the design and programming functions and features as it as it relates to the Telemedicine Voice/Video systems.
  • Responsible for ensuring installations are designed and implemented following best practices.
  • Responsible for the integration of other applications related to Voice/Video/Collaboration.
  • This position is responsible for the design and programming of Cisco Unity Connect and Cisco UCCX systems related to Telemedicine.  Monitor and correct Voice/Video system alarms and errors
  • Primary responsibility to ensure Voice/Video systems are upgraded to include software, hardware and peripheral equipment with assistance of System Analysts.  Submit upgrades through the Change Management process.
  • Design, implement, and maintain Collaboration systems such as IM & Presence/Jabber, Expressway-E, and Expressway-C and Video end-point devices.
  • Develop Dial Plan between operating systems.
  • Design, program and maintain, PRI, SIP, H.323 trunking to support the Voice/Video network.
  • Assist Manager in long range planning of Voice/Video Services.
  • Consult with users to determine most effective configurations to meet both their real and perceived requirements related to Telemedicine.
  • Conduct on site surveys for additional services needed, and changes of Voice/Video equipment.
  • Responsible for backup support of Systems Analysts and Telecom Technicians as needed.
  • Configure and install fax lines.  Maintain and repair Paging interface systems.  Coordinate leased line, Toll Free Service, etc. through outside vendors.  Seek out new technology in order to satisfy developing communications needs of users.
  • Must be able to work overtime as needed, travel locally as needed, work on-call as needed and perform other related duties as required.
Required Skills:
  • Minimum 10 years progressively responsible experience in Voice/Video.
  • Directly related experience supporting an advanced Voice/Video system.
  • Directly related experience working with and maintaining Cisco Unified Call Manager, Unity Connect, IM & Presence/Jabber.  Minimum version required is 8.x.
  • Experience analyzing and preparing bids.
  • Must be a highly detailed oriented individual with proven project management skills.
Desired Skills:
  • CUCM experience
  • Unity Connect experience
  • UCCX experience
  • IM & Presence (Jabber) experience
  • Video Collaboration experience
  • SIP configuration and testing
  • PRI configuration and testing
  • H.323 configuration and testing
  • Experience managing large-scale telecommunications systems with 10k ports or greater
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