Sr. Voice Engineer
Position Summary The Voice Engineer (VE) Senior Consultant is responsible for researching, designing, building, testing, deploying, analyzing, administering, and maintaining the enterprise Voice environment, including hardware and software components, to meet current and future business needs. This includes enabling the monitors and controls of the performance and status of enterprise Voice environment technology components, and providing operational voice technology component & solution support and problem resolution. Job Summary The VE Senior Consultant leads efforts to research, design, and plan and maintains new or existing voice hardware and software technology components. The VE Senior Consultant utilizes proven systems & infrastructure, scripting, and developer skills to execute on complex tasks related to hardware and software technology component analysis, integration, and incident and problem resolution. This role also helps define and update items in the configuration management plan. The VE Senior Consultant is knowledgeable in enterprise voice technologies including VoIP, Enhanced Call Routing, CTI, IVR, Call Recording and Analytics, WFM, TDM/VoIP/SIP Trunking, PBX hardware, and Voice Technology Management tools and systems. S/he will also have some knowledge of industry trends in voice technology, and have some understanding of the interaction between voice and other technologies including Network, Windows, Storage, UNIX, SQL, Oracle, Citrix, and VMWare. The VE Senior Consultant understands voice technology standards, and is able to apply them in support of business needs within the environment. Key Responsibilities Support the team by providing engineering experience in both critical situations and day-to-day operations. Leverage a high level of knowledge with all voice infrastructure components, how they interact as well as how they relate to other services and platforms provided by Allstate. Collaborate with the voice engineering team to administer and maintain carrier VoIP platform across multiple vendor equipment including hardware and software upgrades. Plan, develop, coordinate and assist in completion of scheduled voice platform maintenance. Lead the effort to perform daily checks, monitor vendor support and perform required maintenance to keep the voice systems highly available, highly stable, and always performing optimally. Applies knowledge of call center operational dynamics as it relates to design and implementation of Voice Infrastructure, ACD (Automatic Call Distribution), CTI (Computer Telephony Integration), and Session Manager Routing utilizing industry solutions to solve call center related issues. Design and implement Avaya IP Telephony infrastructure and functional solutions by translating business requirements into project plans through implementation of Avaya IP Telephony applications including Avaya Communications Manager, Avaya Session Manager, Avaya Gateways, Avaya Voice Portal, Application Enablement Services and Avaya Interaction Center. Participates, as a key member of the Telecommunications team, in the design, installation, configuration, troubleshooting, and monitoring of core services required for VoIP (Voice Over Internet Protocol) deployments including QOS (Quality of Service), COS (Class Of Service) VLANs (Virtual Local Area Network), SBCs (Session Border Controller) and SIP (Session Initiated Protocol) Carrier Services. Actively participate in required implementation and support situations (on-call, including nights and weekends). Functional Competencies- Proficiency Levels Architecture Platform Knowledge - 3 Demonstrates a solid conceptual and business understanding of the platform, as well as related and peripheral components. Capable of efficiently making changes to the platform which may impact other organizational functions. Able to quickly and accurately discuss the impact of new technology, applications and design criteria on the platform. Knowledgeable of the major business units which use the platform(s). Able to communicate with users and customers regarding various business functions and how they fit into the platform in an easily understood manner Software Product Knowledge - 3 Demonstrates a conceptual and practical understanding of the product and its applicability, as well as related products. Able to quickly and accurately discuss the inter relational effects between the product or its usage and new technology, platforms and design criteria. Knowledgeable of the major users of the product and their needs and issues. Clearly and effectively communicates with users, customers, and management regarding various functional changes and enhancements related to the product Problem Solving 4 Displays the ability to grasp and resolve complex problems quickly and easily. Anticipates problems before they occur or before they grow. Sets organizational standards, procedures and benchmarks to minimize potential problems. Shows ingenuity and imagination. Provides a feeling of confidence and integrity in dealing with critical problems and issues affecting clients and users. Informs others of benefits of new products and technological innovation which may improve their products and services Standards and Procedures 3 Demonstrates the uppermost levels of expertise in applying standards and procedures in challenging and complex situations. Often takes a role in establishing standards and procedures for the company. May participate in advanced technology or architecture areas which set standards for new products and processes as they are brought into the company Experience Education: College degree or equivalent work experience; 2-5 years of related experience; Technology Certifications ComTIA CTP+ ACE (Avaya Certified Expert) Cisco CNA
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