Job Description

This position is responsible for the support of tactical and strategic telecommunications technology with daily on-going maintenance support. This position requires the skillsets and experience needed to perform said responsibilities in support of the currently deployed BroadSoft, Cisco, Multiple Contact Center Solutions, NICE & IEX product suites. This position must also participate in developing and maintaining documented environmental diagrams, standard operating procedures, and other key knowledge base material as appropriate. Duties also include working with company leaders and across disciplined IT team members on various project related activities, utilising sound project methodology and process.

Responsibilities:

• Maintain advanced voice over IP Telecommunications Infrastructure for a rapidly evolving company with over 400+ US and International locations.
• Support Level I engineers with troubleshooting production issues.
• Test all software/hardware configurations, upgrades, and migrations.
• Responsible for the end-to-end IT Telecommunications Infrastructure for corporate headquarters, regional offices, and branches.
• Engineer technology solutions for voice and data networks that align strategically with business requirements.
• Support project managers with duties for special departmental projects both operationally as well as new business projects.
• Mentor others in converged voice and data communications.
• Participate in developing technology standards in line with O& M's technology guidelines.
• Support standard operating policies and procedures with the assistance of the department manager.
• Bridge technology gaps between voice and data technology solutions.
• Provides guidance and mentoring for other team members.
• Performs other duties as required.

Requirements:

• 5+ years of experience supporting Contact Center technologies in a distributed multi-platform enterprise environment of 5000+ users.
• Advanced knowledge of Network technologies and infrastructure to support an enterprise VOIP environment.
• Experience with Quality Monitoring and Workforce Management solutions (NICE WFM a plus).
• Experience with MS Project, Word, Excel, Network Monitoring Tools
• Knowledge of PHI and PCI compliance standards and best practices.
• Ability to collaborate and communicate with all levels of management and personnel.
• Ability to work on tasks with little or no supervision.
• Ability to travel up to 10%; may include international travel.