Cisco Voice Engineer

Stefanini Group is hiring!

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Description:This UC Operations Level 3 position will have a primary focus on M&A activities. This includes collaborating with business groups to determine voice requirements for office builds, moves and decoms. Responsible for hardware procurement, configurations and deployments. Provide onsite and remote support during project milestones, cutover weekends and post cutover.Other responsibilities include providing advanced day to day voice support for global employees on all Telephony, Voice Recording and Trading Systems. Act as a liaison and coordinator for maintenance of telecommunications services while following change management processes.Candidate must have strong verbal and written communications skills as well as strong customer service skills. Candidate must be able to handle multiple tasks with shifting priorities and possess strong analytical skills. Candidate must be willing to work out of normal business hours as required.



Responsibilities:Perform Telecommunications administration tasks as needed.Handle incident and service request escalations while resolving within agreed Service Level Agreements.Provide advanced level support and coordinate resources to assess and resolve outage level incidents.Perform in-depth postmortem root cause analysis of resolved incidents.Participate in performing change activities while following change management procedures.Oversee change management activities and coordinate resources to prevent business impact.Provide remote and onsite afterhours support as needed.Collaborate with business teams on projects, including M&A work and occasionally travel if required.Participate in user acceptance testing of new technology.Build knowledge management through creating knowledge articles and presentation sessions.



Required skills:Knowledge and understanding of telephony and voice systems.Knowledge in Cisco Call Manager, Unity, and Voice Gateways mandatory.Knowledge in Cisco Contact Center Enterprise / Express systems is a plus.Knowledge in IPC Turret Systems is a plus.Knowledge in Verint Recording Platforms is a plus.Ability to function in a fast-paced organization.Strongly motivated, willingness to tackle issues and eager to learn.Strong analytical and troubleshooting skills accompanying creative thinking to solve problems and accomplish goals.Expertise in end user interaction, able to manage expectations with ability to establish trust and confidence.Experience working with other business groups and vendors to resolve telephony related issues.Experience working with carriers to resolve circuit related issues.Experience participating in project work requiring collaboration with other business groups or vendors.Familiarity with change management processes.Experience using Microsoft Office products.5 plus years of experience working with Cisco IP Telephone Systems.Strong written and verbal communication skills.Previous experience in financial services is a plus.College Degree preferred, comparable technical degree or equivalent experience.



*Listed salary ranges may vary based on experience, qualifications, and local market. Also, some positions may include bonuses or other incentives*



About Stefanini Group

The Stefanini Group is a global provider of offshore, onshore and near shore outsourcing, IT digital consulting, systems integration, application and strategic staffing services to Fortune 1000 enterprises around the world. Our presence is in countries like Americas, Europe, Africa and Asia, and more than 400 clients across a broad spectrum of markets, including financial services, manufacturing, telecommunications, chemical services, technology, public sector, and utilities. Stefanini is a CMM level 5, IT consulting, company with global presence. We are CMM Level 5 company.