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SUMMARY:

Provides day to day administration, operational support, and development of company Cisco VoIP architecture in corporate offices and contact centers, and Avaya TDM/VoIP architecture in many field offices.  Applies technical expertise to optimize architecture, identify business needs, enhance technical applications, and support achievement of corporate objectives.

ESSENTIAL FUNCTIONS:

- Designs, optimizes, modifies, implements, and troubleshoots Cisco Unified Communications and Unified Contact Center solutions, including call processing, scripting, voicemail, mobility, voice gateway, desktop video, video/audio recording.
- Provides installation, training, and operational support for city offices supported on:

Cisco Call Manager Cluster as SRST sites

Cities with Avaya PBX/VoIP solutions 

- Analyzes and monitors VoIP systems to proactively ensure healthy, efficient environment is maintained.  Identifies issues/trends, critiques designs/modifications, formulates solutions and contingency/recovery plans, develops and implements preventative maintenance plans, etc. 
- Functions as mentor and technical expert for Cisco Unified Communications solutions, working directly with internal telecom functions and cross functionally with other IT groups, Engineering, and VARs. 
- Serves as second level escalation point in responding to prioritized helpdesk tickets.
- Maintains voice network and call flow diagrams, as well as system documentation.
- Adopts and utilizes IT processes and procedures to maintain compliance with identified ITIL standards. Identifies and presents opportunities for improvement.
- Mentors peer Voice Engineers to assist and support them with developing knowledge and skills required to transition to and support new/modified VoIP systems and technology.
- Performs other duties as assigned.

SKILLS, KNOWLEDGE, & ABILITIES:

Four or more years experience including:

- Cisco Unified Call Manager and Contact Center Solutions
- Cisco Call Manager v6.x administration
- ICM 7.x administration and scripting
- CVP 4.x and Cups Sip Proxy

Preferred experience:

- Calabrio – Cisco Agent Desktop, Quality Monitoring, and Workforce Management
- Voice Gateways
-  Avaya PBX/VoIP – including Definity, Legend, Partner

Demonstrated ability to work in team environment

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT:

- Able to work on-call on weekly rotating basis to provide 24x7 production support
- Must be available for night/weekend work as required during maintenance windows to maintain healthy VoIP environment.
- Works in office setting with computer workstation configuration
- Other physical duties as required

EXPERIENCE AND EDUCATION:

Bachelor degree in relevant technical discipline (such as telecom or information technology) or equivalent combination of applicable education/experience

Cisco Certifications (preferred):

- CCNA
- CCNA – Voice
- CCVP
- CCIE – Voice

- A minimum of 4 years of Cisco Contact Center Solutions experience is required.
- A minimum of 4 years of Cisco Unified Call Manager experience is required.

EQUAL EMPLOYMENT OPPORTUNITY:

Every decision made at tw telecom concerning hiring, promotion, compensation, training, assignment of job responsibilities, termination, or any other aspect of the employment relationship is to be made without regard to any legally protected characteristics such as race, color, national origin, religion, sex, age, sexual orientation, marital status, physical or mental disability, veteran’s status, or other characteristics protected by federal, state, or local laws. tw telecom strives for a workplace free of unlawful discrimination and harassment, including but not limited to racial, sexual, ethnic or religious.

Thank you for applying with tw telecom.