Unified Communications Engineer 8/16/2016

ARC Arlington, VA

Company
ARC
Job Classification
Full Time
Company Ref #
28778339
AJE Ref #
575898551
Location
Arlington, VA
Job Type
Regular

JOB DESCRIPTION

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The Unified Communications Engineer is responsible for the design, maintenance and ongoing support of ARC's enterprise-wide Unified Communications environment, Contact Center Suite that includes voice, email, call-back, fax and chat interactions, voice and screen recordings, quality monitoring and customer surveys, Mobile Device Management solutions, Audio / Video / Web Conferencing, E911, Call Accounting, Telecommunications Services ordering and billing.

RESPONSIBILITIES

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Configure, maintain and support Unified Communications systems and services to include but not limited to Interactive Intelligence Unified Communications Suite, Contact Center Solutions, Good Mobile Messaging, Blackberry Enterprise Server, Skype for Business, Red Sky E911 and Tele- mate call detail recording.
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Ensure all ARC Unified Communications Systems, Mobile Device Management Solutions and telecommunications services are configured as per ARC's security standards. Monitor daily, weekly, monthly audit reports regarding missing and / or outdated security software and remediate for all systems as needed.
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Monitor ServiceNow, ARC's Service Desk ticketing system and respond as necessary to resolve customer issues, complete installation requests for new telecommunications hardware, services and / or peripherals. Providing exceptional customer service by responding to requests in a timely manner, communicating effectively and setting proper expectations.
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Provide end user training as required for all Unified Communications systems and services.
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Work directly with the Contact Center and other business units to identify, design and deploy telecommunications systems and services to meet company objectives.
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Conduct annual business continuity testing for all unified communications systems and services.

SKILLS/KNOWLEDGE REQUIRED

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Bachelor's Degree, Bachelor's in Computer Science or Telecommunications preferred
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4-6 years' experience, 6+ preferred

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Experience working directly with various telecommunications service providers to include but not limited to AT&T, Verizon and Comcast
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Extensive working knowledge of various collaboration tool suites to include Go to Meeting, WebEx, Skype and Video Bridging services providers.

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MSCE and/or CCNE preferred
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Extensive knowledge of Unified Communications Systems and Services to include but, not limited to Voice over IP, Interactive Intelligence, Skype for Business, Good Mobile Messaging, Blackberry Enterprise Server, Red Sky E911.
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Extensive knowledge supporting of Polycom Video Conferencing Systems to include integration with audio visual services.
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Understanding of Windows Server Platforms and the role they play in supporting Unified Communications Systems
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Extensive knowledge of LAN, WAN, SIP, PRI, Broadband and other traditional telecommunications services.
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Ability to provide individual end user training and in a class room environment.
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Ability to analyze telecommunication billing and work with vendors to resolve discrepancies. Prefer call center experience
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Experience working with a multi-site office, remote / teleworkers and offshore contractors a plus.

EOE M/F/D/V Females and Minorities Encouraged to Apply

ABOUT ARC

ARC powers the U.S.-based travel industry with premier business solutions, travel agency accreditation services, process and financial management tools, and powerful data analytics. In 2013, ARC settled $86 billion worth of carrier ticket transactions for more than 9,400 travel agencies with 15,000 points of sale. By providing world-class business services and products, ARC enables participating agencies and 191 carriers to focus on what's important - increasing their revenue.

* All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. We are also an equal opportunity employer of individuals with disabilities and protected veterans.
* Please view Equal Employment Opportunity Posters provided by OFCCP.