Senior Voice Engineer in Seffner, Florida at Rooms To Go

Date Posted: 6/12/2020

Job Snapshot

Job Description

Position summary

One of the primary goals of the Sr. Voice Engineer is to ensure the stability, integrity, and efficient operation of the VoIP telephony systems that are used throughout the entire RTG organization. The responsibility of this candidate is to provide guidance, instruction, direction and leadership to the voice team for the purpose of aligning the organizations initiatives and objectives.

The Sr. Voice Engineer will apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues in order to maximize the benefit of IT systems investments.

The Senior Voice Engineer is responsible for long-range planning, ensuring projects are completed in a timely manner and system life-cycle management - including operational support, system upgrades and maintenance of the Cisco Unified Communication Systems (CUCS), including Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), Cisco Unified Contact Center Express (UCCX), Cisco Expressways, Cisco Unified Communications Mobile and Remote Access (MRA), Cisco Unified Border Element (CUBE), Cisco voice gateways and Cisco Servers - Unified Computing System (UCS)

Essential Duties and responsibilities

ACCOUNTABILITIES:

• Maintain accountability for one's time as it fits within the priority model of ADMIN, SUPPORT, REQUEST, and PROJECT or as directed by management

• Provide guidance, instruction, direction and leadership to the voice team for the purpose of aligning the organizations initiatives and objectives.

• Manage and track the progress of requests, incident, problems, and projects appropriately

• Assist and consult in networking & IP telephony projects where the voice team is a stakeholder

• Work within the process and procedure framework of RTG

• Perform routine system updates, upgrades and disaster recovery testing

• Maintain integrity and availability

• Ensure the IP telephony systems are properly secured & configured

• Ensure the IP telephony systems are properly maintained

• Approach incident and request tasks from both a technical and a business perspective

• Maintain transparency to peers within the team and to other business units

• Train relevant personnel on proper use on the IP telephony products

• Be the subject matter expert both within the voice team and other business units

• Follow incident, problem, and change management processes

• Identify and report on unknown potential issues

• Quickly learn new technologies and concepts and apply that knowledge effectively

KEY OUTPUTS:

• Effectively analyze and differentiate between network and IP telephony related issues

• Assist with capacity planning and budgetary preparation

• Availability of systems owned

• Operational/Technical support

• Implement & design IP telephony solutions

• Suggest and recommend new techniques and strategies to improve the IP telephony posture

• Report to management as well as peers

• Synthesize and analyze data output produced by technical tools

• Tackling incident and problem resolutions with an emphasizes on producing detailed technical & timeline deliverables

• Request fulfillment with proper tracking and detail

• Project completion with proper tracking and detail

• On call coverage

• Product, procedure, and process documentation including training peers

• Technology audits and reviews

• Work independently and collaboratively as per the given task

• Advancements in training, certification, and/or education

KEY RELATIONSHIPS:

• IT Management

• IT Project Quality Office

• IT Staff

• E-Commerce

• Internal Application Development

• Vendors

• Business Users/Customers

KEY PERFORMANCE INDICATORS:

• High availability of systems owned

• High availability of systems where voice is affected

• Resolution of incidents, requests, and problems within a reasonable amount of time

• Completion of projects within schedule

• Customer satisfaction

• Personal advancement in the form of training, certification, and/or education

• Creation of technical documentation and/or diagrams

DIMENSIONS/SCOPE:

• Support all Rooms To Go business units through various collaboration methods (i.e. calls, emails, instant messaging, and tickets)

• IP Telephony -- Suggesting, evaluating, integrating, auditing, and maintaining VoIP solutions for the following dimensions:

o Network -- OSI Model layers 1-4

o Application -- OSI Model layers 5-7

o Operations -- Policies, processes, procedure, high availability

o Endpoint -- Host level

• Support all Rooms To Go business units through various collaboration methods (i.e. calls, emails, instant messaging, and tickets)

DECISION-MAKING AUTHORITY:

• Presents options along with recommendation to Network management

VALUE-BASED BEHAVIORAL COMPETENCIES:

Integrity:

• Demonstrates commitment to RTG and its customers

• Takes personal responsibility for words and actions

• Maintains consistency between words and actions

• Acts in compliance with department, company, and industry standards

Performance:

• Holds self and others accountable

• Demonstrates drive to excel

• Exhibits mature self-confidence

• Achieve Results

Progressiveness:

• Exhibits customer service orientation

• Demonstrates flexibility and change

• Demonstrates analytical thinking

• Demonstrates conceptual thinking

Teamwork:

• Exhibits teamwork and collaboration

• Communicates effectively

• Understands and influences others

• Communicating and Influencing

Qualifications

Minimum of eight years of progressive experience managing and supporting IP telephony systems and providing services within a Cisco centric converged network infrastructure

experience

Candidates need to have verifiable expertise with:

• Cisco Unified Communications Manager (CUCM)

• Cisco Unity Connection (CUC)

• Cisco Unified Contact Center Express (UCCX)

• Cisco Unified Intelligence Center (CUIC) reports and dashboards

• Cisco Expressways

• Cisco Unified Communications Mobile and Remote Access (MRA)

• Cisco Jabber

• Cisco Unified Border Element (CUBE)

• Cisco voice gateways

• Cisco Servers - Unified Computing System (UCS)

• Cisco IOS (routers and switches)

• VMware ESXi

• Perform minor/major software upgrades to existing Voice infrastructure

• VoIP Protocols -- SIP, SCCP & MGCP

• Create, update and troubleshoot UCCX Scripts

• VoIP Faxing solutions

• Text to speech solutions

• Outbound Dialing campaign solutions

• Contact Centers & Call Recording solutions

• Call Center Wallboard solutions

• Time management process

• Integration methodologies

• Supervisory/ Team Leader

• LAN/WAN routing and switching configuration and troubleshooting

• Creating and maintaining technical drawings and supporting documentation of the network telephony infrastructure

• Practical experience and thorough understanding of TCP/IP, VoIP and network technologies

• Vendor relationship

• Voice & Networking visibility applications

Candidates should be familiar with:

• Working as a member of a large enterprise IT team

• Security awareness

• Manage power and racks for the datacenter

• Run cabling as needed between hardware devices

• Handle requests, change orders, and problem tickets within the Service Desk ticketing system

• Create network diagrams, call flows and other infrastructure documentation

education and training

• Bachelor's degree in IT or equivalent work experience and applicable certifications.

• Minimum of eight years of progressive experience managing and supporting IP telephony systems and providing services within a Cisco centric converged network infrastructure

• Knowledge/training of ITIL or other IT standardization models.

Physical demands / Working conditions

• Occasional after-hours or weekend work

• The physical demands and characteristics of the work environment described here are representative of those occurring in the performance of the essential functions of this job.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the essential functions of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl.

• The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

• This position works in an office, and the noise level in the work environment is usually low to moderate. While performing the duties of this job, the employee is occasionally exposed to toxic or caustic chemicals, i.e. copier toner.

• This position description generally describes the principle functions of the position and the level of knowledge and skills typically required. It does not constitute an employment agreement between the employer and employee, and it is subject to change as the needs of the employer and the requirements of the job change.

• Regular, consistent and punctual attendance is expected

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