Voice Engineer II

This position supports operations and projects related to Unified Communication (UC) telephony programs. Analyzes current issues for UC and recommends solutions, best practices and standards for enterprise users of UC technology platforms.

Works with internal business units to understand requirements, and with vendors and architecture teams, determines best fit solutions.  Works as a team member helping to organize, plan, test, implement, and provide hyper-care for both small and large projects.  Assists in the creation of implementation plans that minimize risk and provides input for a risk assessments on related applications of the solutions that could be impacted.  Conducts post-implementation assessments of installed solutions and applications to ensure effectiveness.

This role requires knowledge in Unified Communications operations, complimented by technical depth, business aptitude, and the ability to contribute to in-depth technology discussions.  The ability to articulate the business value of the capabilities and services that each UC solution delivers is required.

Strong communication and interpersonal skills are required for engaging with internal customers, peers, Network Services teams, and contractors.

 The Network Engineer – Voice will be responsible for:

 Participation as a project team member for UC projects from requirements to assessment, planning, and implementation, including:

    • Desktop Client packaging coordination and assisting users with clients
    • Branch offices and back-office phone installations, troubleshooting, and coordination with other Network team colleagues for projects and operational support
  • Identify technology solutions and applications that meet the internal client’s business requirements from both a functional and technical perspective
  • Working Service Now queue
    • Work with end users for issues with phones, passwords, etc.
    • Work simple adds, moves, and changes
  • Enhances CFG Voice Services reputation by identifying areas for improvement for users/groups, and for processes within the team.

Basic Qualifications

  • Minimum 10 years’ experience with Contact Center technologies
  • Experience with Teams Phone System, to include creation of resource accounts, creating and administering Auto-Attendants and Call Groups, troubleshooting issues and incidents, and use of Call Quality Dashboard (CQD)
  • Experience integrating new technologies with existing technologies
  • Experience implementing technologies with enterprise-wide impact
  • Experience troubleshooting voice issues across the network
  • Experience is necessary in Contact Center products including:
    • Omnichannel Contact Center (audio/video, chat, SMS, Web)
    • IP/SIP call delivery of DID and Toll-Free Services and routing platforms
    • Interactive Voice Recognition (IVR)
    • Call Recording Solutions
    • Workforce Management
    • Cloud Contact Center Solutions
  • Working knowledge of regulatory requirements for telecommunications in the US including call recording and E911

Desired Qualifications

  • Working knowledge across the Cloud Contact Center domain (Automation, Analytics, Call Flow scripting, Platform configuration, RBAC implementation) and extensive experience in implementing and supporting new solutions across multiple business units with complex and differing requirements in the same project/effort
  • Knowledge of regulatory requirements for Financial and Banking Organizations

Education and Certifications

  • Bachelor’s Degree in IT related field or equivalent work experience

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