Description:
Requirements: - 3+ years experience in a VoIP support role.
- 5+ years supporting a call center in a multi-site environment.
Solid understanding of: - Cisco Unified Communications Manager
- Telephony integration of call centre scheduling and quality applications
- Data networking technologies, e.g. Power-over-Ethernet, TCP/IP.
- Very familiar with back-end Cisco VoIP hardware, software, and handsets.
- Familiar with resource management systems, such as IEX TotalView.
- Exceptional troubleshooting skills.
- Ability to work well under pressure.
- Ability to work with the call centre business units to define business requirements and source technical solutions or new call center technology.
- Strong interpersonal skills and the ability to work in a team environment.
- Ability to lead a team.
- Excellent verbal and written English communication skills.
- Ability to work some weekend and evening shifts in addition to being on-call.
- CCNA / CCNA-Voice / CCVP certifications an asset.
Responsibilities: - Maintain all telephony systems in Corporate and 24/7 Call Centre Environment.
- Develop new solutions to meet changing needs of users.
- Administration of fully redundant Cisco UCCE environment.
- Administration of multiple voice gateways (MGCP and H.323).
- Administration of IVR systems (Cisco Voice Portal).
- Administration of Cisco Unity voice mail system.
- Administration and Integration of call center resource scheduling, call quality & recording applications and systems. (IEX TotalView and Voice Print International)
- Administration of various telephony appliances (includes MUX, Echo Canceller, etc).
- Create custom resource utilization reports for various users.
- Investigate/Develop/Deploy end user telephony applications.
- Support//troubleshoot any and all systems failures or problems.
- Co-ordinate delivery and maintenance of service provider technologies (includes DS3’s,PRI’s, analog circuits, etc).
- Documentation of vital systems and procedures.
- Cross-train team members.
- Any other such duties as may be required from time to time.
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