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Telecommunications Engineer At 1199SEIU Family of Funds

Location: New York, New York

Job Description

Responsibilities

  • Design, implement and support the functionality of the VOIP and SIP assuring availability and QOS SLA’s are met to ensure highest level of voice quality
  • Diagnose and troubleshoot and repair/replace Cisco United Communication (30 applications) phones and accessories
  • Provide support for voice and mobile infrastructure/equipment across all Funds including Moves, Adds and Changes (MACs) in Cisco phone and voicemail systems
  • Develop, maintain and update vectors, announcements using Cisco CUCM to provide Call Center support functions
  • Verint Witness administration call-recording and maintenance system
  • Provide Interactive Voice Response (IVR) administration, troubleshooting and maintenance functions to ensure provider applications are up and running properly
  • Diagnose line/circuit issues, troubleshoot and coordinate with vendors for repair for uninterrupted service
  • Monitor phone, voicemail system and call center applications
  • Order wireless devices, desk phones, headsets and other phone accessories
  • Maintain system documentation for the Organizations UC infrastructure for both Data Centers and regionals
  • Perform additional duties and projects as assigned by management

Qualifications

  • Bachelor’s Degree in Computer Science, Information Science or related field required
  • Minimum of five (5) years relevant experience in Cisco Unified Communications platform (enterprise deployment, administration, technical operations) required
  • Knowledge of Cisco Unity and Cisco Unified Contact Center Enterprise required
  • Experience with scripting, call routing, ARS patterns, call center operations, voice gateways, VoIP phones, IP routing and switching, and QoS
  • Experience with virtualization, specifically VMware, Cisco UCS B/C-Series servers and CUSP (Cisco Unified SIP Proxy) in a SIP environment
  • Experience with all phases of project management and planning, time lines, developing business requirements, system needs, and problem resolution
  • Excellent decision making, listening, verbal and written communication skills and a strong customer service ethic
  • Able to instruct, present and lead technical discussions in a group or individual settings