Our client, a leading technology solutions provider, is seeking a Voice Operations Engineer to join their team. As a Voice Operations Engineer, you will be part of the IT department supporting critical voice operations. The ideal candidate will have strong technical troubleshooting skills, excellent communication abilities, and a proactive approach to problem-solving, which will align successfully in the organization.
**Job Title: Voice Operations Engineer**
**Location: Chandler, AZ; Charlotte, NC; Pennington, NJ**
**Pay Range: $60.55 per hour**
**Details:**
Duties will include Voice Operations engineering support for Cisco and MS Teams. Role includes handling/managing all aspects of core voice services in conjunction with support Voice for infrastructure globally. Responsible for support of Voice platforms and interconnectivity with Enterprise telephony, Contact Center, and Transport-including external carrier. Additional requirements include participating in change and problem management reviews, and working with other support teams to manage, triage, and resolve issues expeditiously.
- Operational Engineering experience with other voice, data network, and security network technologies demonstrable by certification and/or work history
- Strong knowledge of Cisco Voice Systems, including Incident Management process and TAC engagement
- Understanding of Cisco Telepresence and WebEx platforms
- MS Teams interoperability with Core Voice services
- Experience with NICE Recording, including provisioning
- Knowledge of ITIL (Information Technology Infrastructure Library) Processes with focus in Major Incident Management and Problem Management. Able to open Incident and Problem Tickets.
- Role requires working closely with vendors and management of internal teams
- Extensive experience with technical troubleshooting methodology
- Strong risk management skills - able to understand urgency, and assess impact
- Ability to work in a highly visible environment
- Understand concept of operational excellence and strive to improve environment
- Strong inter-personal skills; able to work both independently and in a team environment
- Tasks focus on incident management, risk assessment, escalation, system restoration, and break/fix scenarios.
- Minimum 5 years operational engineering expertise with Voice Networking, including SIP, Carrier, e911, Contact Center, IVR, CTI and VOIP technologies
- Strong inter-personal skills; able to work both independently and in a team environment
- Willing to work in a night and weekend on-call rotation for escalated issues
- Experience working in the financial or banking industry is a plus
- Extensive experience with technical troubleshooting methodology
- Strong risk management skills - able to understand urgency and assess impact
- Ability to work in a highly visible environment
- Understand concept of operational excellence and strive to improve environment
- Good Communication Skills
- Verbal Skills - Ability to lead meetings
- Written Skills - Ability to write clear concise updates to properly communicate to Senior Leadership
- Previous knowledge with ability to use the following tools:
- Cisco Webex - Working with Bridgelines and Breakout Sessions
- Mattermost - Documenting key triage activities
- NEWs - Identifying and paging the right teams for assistance
- Microsoft Products (Excel, Word, PowerPoint)
- ITSM (Information Technology Service Management) Remedy
- 5 to 7 years of voice technology experience
- 3-4 years experience in a Lead Role
- MS Teams Voice provisioning a plus
- Previous knowledge and work experience across the Bank is helpful
- ServiceNow Experience
**Upon completion of waiting period consultants are eligible for:**
+ Medical
+ Dental Plan
+ Vision Plan
+ 401(k)
+ Weekly Pay
If this is a role that interests you and you'd like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!
**About ManpowerGroup, Parent Company of: Manpower, Experis, Talent Solutions, and Jefferson Wells**
_ManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands -_ **_Manpower, Experis, Talent Solutions, and Jefferson Wells_** _-_ creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2023 ManpowerGroup was named one of the World's Most Ethical Companies for the 14th year - all confirming our position as the brand of choice for in-demand talent.
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