Position Summary The Voice Engineer (VE) Technician 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 Technician manages and plans efforts to research, design, plan and maintain new or existing voice hardware and software technology components. The VE Technician utilizes proven systems & infrastructure, scripting, and developer skills to execute on highly complex tasks related to hardware and software technology component analysis, integration, and incident and problem resolution. The role also reviews, and ensures updates are made to the configuration management plan, and are in alignment with Voice Technology Architectural and Support standards. The VE Technician is specifically 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 Technician understand voice technology standards, and is able to apply them in support of business needs within the environment. Key Responsibilities Lead the team by providing a high-level of engineering experience in both critical situations and day-to-day operations. Leverage a deep level of knowledge with all voice infrastructure components, how they interact as well as how they relate to other services and platforms provided by client. Provide technical oversight & coaching for consultant level team-members. Applies in depth 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 develop new offerings for infrastructure solutions supporting the global call center infrastructure and network telecommunications footprint. Design and Implement Avaya IP Telephony infrastructure and functional solutions by translating business requirements into project plans through implementation of Avaya IP Telephony solutions including Avaya Communications Manager, Avaya Session Manager, Avaya Gateways, Avaya Voice Portal, Application Enablement Services and Avaya Interaction Center Develop requirements, engineer and manage all phases of a project including design, implementation and support, including extensive troubleshooting of the systems and coaching of junior support resources on a skills or shift basis. 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. Provide support and leadership for customer issues within the team and coordinate third party vendor interaction, including Network Operation Center partners to ensure prompt and professional resolution. Analyze and resolve complex voice issues in day-to-day and critical situations down to root cause. Prepares documentation and supports training and user orientation for clients detailing configuration of proposed and deployed solutions. Actively participate in required implementation and support situations (on-call, including nights and weekends). Functional Competencies- Proficiency Levels Architecture Platform Knowledge - 4 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 - 4 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 Technology Industry Knowledge 3 Demonstrates in-depth knowledge of the new technology and its impact on the systems infrastructure of the company. Demonstrates acute knowledge of industry trends, emerging technologies, competitors' products and services, regulations and legislation impacting the company. Attends industry seminars and forums on a regular basis. Successfully investigates, evaluates, recommends and implements new technology to meet requirements of state-of-the-art systems and projects Thriving in Change - 3 Possess a solid understanding of Thriving in Change as demonstrated by my ability to: openly support and embrace change, approach change in a factual, positive and constructive manner prior to reacting, am able to make effective and accurate decisions in a fast-changing environment, show flexibility and open-mindedness when priorities and goals change, identify, respect and utilize the different capabilities and interests of others, am able to plan and estimate future work efficiently, and anticipate problems and obstacles in sufficient time to minimize impact Experience Education: College degree or equivalent work experience; 5+ years of related experience; Technology Certifications ComTIA CTP+ ACE (Avaya Certified Expert) Cisco CNA