Voice Engineer & IVR Specialist

TEKsystems

6d•$20 - $30•Onsite

About The Position

The resource will support operational monitoring and reliability for critical voice/contact-center capabilities, aligned to MSP expectations for availability, performance, and operational response . Provide proactive monitoring, incident and problem management, and event response for voice services supporting business operations across Genesys Cloud and/or NiCE contact-center environments; execute changes with appropriate governance and documentation (release/change discipline); maintain operational documentation/runbooks and contribute to continuous service enhancements; coordinate vendors/carriers as required; administer and troubleshoot IVR and voice services, call flows, routing, and supporting voice infrastructure. Lead incident communications involving IVR (bridge facilitation, timely stakeholder updates), participate in an on-call/escalation rotation, troubleshoot voice quality and signaling, track and report SLAs/KPIs, and follow security/compliance controls (access management and others as applicable). Technical expertise: The technician should have a strong understanding of audiovisual systems, including equipment setup, troubleshooting, and maintenance. They should be familiar with Microsoft Teams rooms and have experience configuring and integrating AV equipment with the platform. - Knowledge of Microsoft Teams: The technician should have a deep understanding of Microsoft Teams and its features, especially those related to audio and video conferencing. They should be able to set up and manage Teams meetings, troubleshoot audio/video issues, and provide technical support to users. - Knowledge of AV Equipment: The technology should be proficient with conference room AV and camera technologies such as, but not limited to: Crestron, Extron, and OneBeyond. - Problem-solving abilities: The technician should possess strong problem-solving skills to diagnose and resolve issues quickly. They should be able to identify the root cause of audiovisual problems and implement effective solutions. - Communication and collaboration: Excellent communication skills are essential for an AV technician supporting Microsoft Teams rooms and conference rooms. They should be able to effectively communicate with end-users, understand their requirements, and provide clear instructions or guidance. Additionally, collaboration skills are important for working with other IT teams or vendors to coordinate installations, upgrades, or system integrations. - Lastly, the technician should be well-equipped to support and maintain audiovisual systems in Microsoft Teams rooms and conference rooms effectively and work with collaboration services to plan and execute meetings or events.

Requirements

Strong understanding of audiovisual systems, including equipment setup, troubleshooting, and maintenance
Familiar with Microsoft Teams rooms and have experience configuring and integrating AV equipment with the platform
Deep understanding of Microsoft Teams and its features, especially those related to audio and video conferencing
Proficient with conference room AV and camera technologies such as, but not limited to: Crestron, Extron, and OneBeyond
Possess strong problem-solving skills to diagnose and resolve issues quickly
Excellent communication skills
Collaboration skills

Nice To Haves

Degree in the field of computer science, computer information systems, or computer engineering

Responsibilities

Support operational monitoring and reliability for critical voice/contact-center capabilities
Provide proactive monitoring, incident and problem management, and event response for voice services
Execute changes with appropriate governance and documentation
Maintain operational documentation/runbooks and contribute to continuous service enhancements
Coordinate vendors/carriers as required
Administer and troubleshoot IVR and voice services, call flows, routing, and supporting voice infrastructure
Lead incident communications involving IVR
Participate in an on-call/escalation rotation
Troubleshoot voice quality and signaling
Track and report SLAs/KPIs
Follow security/compliance controls