Address
Form of workJob Description
Column Technical Services is seeking a firsthand mid-level, Voice & Network Engineer to join a large, elite, telecom/networking team in New York, NY. Be part of a team where they value their professionals, provide exciting challenges and growth opportunities! This is a hybrid model and ONLY LOCAL APPLICANTS FROM NY, NJ. Come and apply today to start a conversation.
This individual will be responsible for troubleshooting Cisco Systems and supporting the IPC - Unigy platform. The ideal candidate should have a solid background in Network Engineering, including maintaining systems, performing moves, adds, changes and assisting in other related projects.
Responsibilities:
- Work with technical teams and business leaders to design, develop, and maintain Interactive Voice Response (IVR) and call flow routing for DTMF and advanced speech applications.
- Partner with department managers and end users to understand business needs, gather requirements, and develop solutions to deliver the desired call center experience.
- Support and maintain existing Telephony, Contact Center solutions, and demonstrate complex critical thinking skills.
- Lead implementation of API/ Web Service integrations to back-end systems.
- Working knowledge of QM recording, Outbound dialing campaigns. WFM, Omni-Channel Analytics, Customer Journeys, and Reporting.
- Perform systems tuning to optimize performance of IPT systems and reduce communication costs and analyze IPT systems and performance data for purposes of capacity analysis and management.
- Take responsibility for solution development and integration with other specialized disciplines: network security, wireless network, and IP telephony, call center, etc.
- Accountable for technical aspects of the platform, supporting complex solutions and ensuring solutions will fit within the network architecture.
- Keep abreast with advanced Unified Communication technology used by the industry.
- Assume responsibility for technical studies and make recommendations for products and services covering overall Unified Communications (UC) platform.
Qualifications:
- Minimum of 4 years of deep knowledge of Interactive Voice Response (IVR) Applications and Advanced Speech Recognition engines (ASRs), and hands-on development and deployment experience including monitoring, continuous testing, test validation.
- Experience with Interactive ACD system.
- Experience in enabling contact center solutions.
- Solid experience deploying and troubleshooting SIP gateway, CUCM, phones, and ACD Systems.
- Troubleshoot phone connectivity from phone to CUCM and all network devices and protocols.
- Knowledge of writing code in common programming languages such as VXML, Java, .NET, J2EE. JSP and Database technologies in support of enterprise call center applications.
- Experience building custom solutions.
- Experience developing applications and microservices using Spring Boot, Hibernate.
- Experience using CI/CD tools such as Bitbucket, GIT.
- Experience integrating Cisco with different CRM Applications.
- Experience working with VUI Designs (Voice User Interface designs).
- Experience with development, hands on implementation, configuration, deployments to production and support.
- Strong experience in Cisco and its products & technology.
- Manage multiple network infrastructure projects and operational tasks concurrently.
- Configure and maintain LAN, voice, and data networks.
- Install, configure, upgrade, and troubleshoot Cisco routers and switches.
- Install and maintain CUCM, CUC, CUE, UCCE and UCCX.
- Install and maintain LAN & WAN hardware and software, network nodes, terminals, and wiring.
- Evaluate LAN hardware and software requirements and capabilities and make recommendations.
- Monitors and maintains network stability and makes necessary recommendations for additional resources or hardware augmentations.
- Performs analysis of network needs and contributes to design of network architecture, integration, and installation.
- Communicates and coordinates network schedule, backups, and downtime to users.
- Ability to work independently on routine duties and take initiative in learning and understanding new product systems and features.
- Experience implementing Conversational Al, Chatbots, Virtual Assistant leveraging Al/ML.
- Ability to work with internal telecom & infrastructure groups to support implementations.
- Liaise with Business Stake holders as well as users & other call center groups for Pure-cloud implementation and support.
- Excellent verbal, written, and technical documentation skills.
- Knowledge of Agile at Scale with SAFe or NWOW framework is preferred.
- Experience involving digital transformation activities in large organizations is a plus.
- Configure and maintain standard QoS templates across all network devices.
- Provide second support to network operations and service desk teams.
- Configure and maintain standard QoS templates across all network devices.
- Provides world class customer service to internal and external customers.
- Supports and maintains production applications.
- Processes requests from internal ticketing systems.
- Provides support for compliance initiatives i.e., SOX.
