Senior Voice Engineer

Roadrunner Transportation Services•Downers Grove, IL

1d•$130,000

About The Position

We are seeking an experienced and passionate Senior Voice Engineer to join our company. The Senior Voice Engineer will manage all enterprise voice platforms including contact centers. The role is responsible for leading all efforts to support and maintain existing solutions while designing new capabilities that focuses on enhancing user customer experience. Candidate must have excellent technical expertise, project, and time management abilities, proven problem resolution skills while also exhibiting curiosity to incubate new ideas and solutions.

Requirements

Bachelor’s degree in computer science, information systems, or a related field.
4+ years of experience supporting Cisco unified communication & Contact Centers.
Experience Managing and a deep understanding of SIP CUBE gateways, Cisco SIP Phones, Cisco voice gateways, PRI circuits, analog gateways and UCCX scripting.
Experience with Express/Enterprise Contact Center solutions.
Good understanding of network principles.
Enthusiastic learner with the ability to teach and mentor teammates and cross functional partners.
Excellent communication skills, both written and verbal, with a keen attention to detail.
Detail oriented, open, and collaborative work ethic with a well-developed sense of ownership and responsibility.
Tenacious perseverance in investigating problems and processes.
Firm believer in established methodologies and best practices.
Strong attention to detail and follow-up skills.
Demonstrated customer service skills.
Ability to establish priorities and manage multiple activities to meet deadlines.
Strong interpersonal skills including tact, diplomacy, and flexibility to work effectively with carriers, management, various departments, and customers.

Nice To Haves

7+ years of IT Experience preferred.
Experience with Five9 Contact center preferred.

Responsibilities

Provide technical expertise in implementations of voice network infrastructure including Five9, MS Teams, Cisco Call Manager, Cisco Unity, Voice gateway, and SIP implementation/migration.
Contribute to long term UC design strategy and roadmap, core voice architecture, establishment of engineering standards and best practice guides.
Diagnose, resolve, and follow-up on incidents, problems and alarms regarding phone system, voice network systems and call center applications.
Provide daily administration for all voice network infrastructure, including request for new phones, headsets, voice mail, auto-attendant, call flows as well as any upgrades to the system.
Identify voice issues and risks and develop mitigation plans.
Design, implement, support, and evaluate voice system focused tools and services.
Evaluate and recommend new and emerging voice SIP products and technologies.
Participate in tier 2 and tier 3 voice operations support.
Maintain 24x7x365 coverage and support for voice.
Define, plan, and coordinate UC projects.