Voice Engineer - Associate

American Addiction Centers • Oak Brook, IL

2d • Hybrid

About The Position

This position analyzes and executes Unified Communication projects to completion. The Associate Voice Engineer acts in a consultative role to site and business unit leaders and collaborates with technical resources. They will assist in the support of enterprise VoIP infrastructure and its associated software, including IP-PBXs, session border controllers, call management systems, voicemail, and interactive voice response, while ensuring IT security and business continuity policies, standards, and practices are adhered to. This role provides ongoing technical and operational assistance for all supported communications systems, schedules, and oversees contracted maintenance and repair services. The Associate Voice Engineer administers call accounting systems by maintaining databases, producing reports of calls, invoicing users, tracking calls as requested, and resolving problems. They continually develop technical knowledge and expertise, keeping abreast of the latest telecommunications business voice solutions by attending industry-related seminars, reading industry-related publications, and attending user groups. This role assesses current systems, helps in phasing out legacy systems, determines needs, identifies efficiencies, and opportunities to reduce costs and advance system functionality and uptime by researching, evaluating, recommending, and implementing voice technology enhancements. They collaborate with engineers/architects for upgrades to operating systems, hardware, etc., and deploy highly-reliable enterprise voice solutions while ensuring IT policies to maintain security and business continuity. The Associate Voice Engineer updates enterprise architectural documentation and templates. Coordinating MACDs may include obtaining written estimates and authorizations, implementing software changes, contacting vendors to schedule service or purchase equipment, invoicing users for services, and maintaining an inventory of devices and their locations within the network. This role tests, administers, and troubleshoots a variety of communication components and platforms, including SIP as well as legacy analog circuits, T1 lines, transmission lines, circuit packs; VOIP, PSTN, Mobile, and collaborates with the Video Conferencing team; operates and maintains data test equipment, analyzes communications system data, and makes corrections to the system as needed. They support and maintain the latest federally mandated e911 solutions platform, enterprise-wide.

Requirements

• Bachelors degree (or equivalent knowledge) in Computer Science or related field.
• 1 year of experience in IT or equivalent training.
• Proficiency in verbal and written communications.
• Ability to effectively handle customer contacts and problem resolution.
• Time Management - Ability to work on multiple tasks concurrently, manage priorities, and complete assignments in a timely manner and meet productivity standards.
• Strong ability to work independently, exercise judgment and creativity in analyzing and solving unusual problems or situations that arise.
• Knowledge of communications operating systems, call accounting systems, and software.
• Working technical knowledge of VoIP/IP telephony systems, voicemail, software, and hardware.
• Knowledge of PSTN, SIP, H.323, TCP/IP Protocols, VoIP QoS and integrating IP telephony systems & 3rd party voice technology with enterprise LAN/WAN, WiFi, etc.

Nice To Haves

• Cisco Certified (CCST in Networking or IT Support, or CCT), CompTIA Network+, or higher certification (within 2nd year of employment)
• Experience in a Customer Service role.

Responsibilities

• Analyzes and executes Unified Communication projects to completion.
• Acts in a consultative role to site and business unit leaders and collaborates with technical resources.
• Assist in support of enterprise VoIP infrastructure and its associated software, including IP-PBXS, session border controllers, call management systems, voice mail, and interactive voice response, while ensuring IT security and business continuity policies, standards and practices are adhered to.
• Provides ongoing technical and operational assistance for all supported communications systems, schedules and oversees contracted maintenance and repair services.
• Administers call accounting systems by maintaining data bases, producing reports of calls, invoicing users, tracking calls as requested and resolving problems.
• Continually develops technical knowledge and expertise.
• Keeps abreast of the latest telecommunications business voice solutions (transport protocols, products, and standards in support of VoIP systems development and equipment procurement) by attending industry related seminars, reading industry related publications, and attending user groups.
• Assess current systems and help in phasing out of legacy systems; help determine needs, identify efficiencies and opportunities to reduce costs and advance system functionality and uptime by researching, evaluating, recommending and implementing voice technology enhancements.
• Collaborate with engineers/architects for upgrades to operating systems, hardware, etc. and deploy highly-reliable enterprise voice solutions while ensuring IT policies to maintain security and business continuity.
• Update enterprise architectural documentation and templates.
• Coordinating MACDs may include: obtaining written estimates and authorizations, implementing software changes, contacting vendors to schedule service or purchase equipment, invoicing users for services, and maintaining an inventory of devices and their locations within the network.
• Tests, administers, and troubleshoots a variety of communication components and platforms, including: SIP as well as legacy analog circuits, T1 lines, transmission lines, circuit packs; VOIP, PSTN, Mobile and collaborates with Video Conferencing team; operates and maintains data test equipment, analyzes communications system data, and makes corrections to the system as needed.
• Support and maintain the latest federally mandated e911 solutions platform, enterprise wide.

Benefits

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree