Voice Operations Center Support

VOICE OPERATIONS CENTER (VOC) SUPPORT BENTONVILLE, AR CONTRACT TO HIRE

The position will work in a support desk environment providing Level 2 and Level 3 technical support for Avaya PBX support services and Cisco Call Manager Express (CME) Voice Over IP (VOIP) deployments in a large enterprise network.

Candidates must be flexible in regard to work shifts.

RESPONSIBILITIES

- Support telephone connectivity, set configuration, voice mail and telecom applications including call recording for Avaya PBX Systems and CCM Systems.
- Provide architectural support and high level analysis for Avaya systems and components and Cisco Call Manager Express (CME) Voice Over IP (VOIP) deployments.
- Work closely with Support Systems Center staff to ensure SLA.
- Provide end user support via phone, email, and Remedy Ticketing System.
- Conduct analysis, prepare reports, and work on project implementation.
- Investigate and resolve problems, inefficiencies, and performance issues. Manage MAC and troubleshooting issues.
- Research emerging Avaya Call Center technologies and Cisco Call Manager Express (CME) and make recommendations based on future business needs.
- Create and maintain all related documentation
- Provide ongoing information to leadership, customers, and peers regarding health of the environment, enhancements, and innovations.
- Configure system monitoring and alert tools, sand ensure that system availability is maintained.

REQUIRED SKILLS

- Knowledge of Avaya ACD applications and Cisco Call Manager Express (CME) systems
- Experience with performing Call Recording, Avaya voice portal, and IVRs and data experience a plus
- Experience with Cisco UC equipment such as Cisco Unified Call Manager 8.x/9.x, Cisco Unity Connection, Cisco Unified Presence, Cisco Unified Contact Center Express, Cisco Unified Communications Manager Express, variety of digital and analog voice gateway products especially Cisco ISR Routers, full complement of Cisco hard and soft IP phones/endpoints
- Experience with VoIP communications protocols
- High proficiency in Cisco VoIP design elements including performance tradeoffs, protocol interoperability, network architecture development, and requirements for testing/proof of concept
- Experience with large-scale MPLS networks
- IPv6 experience or certifications
- ITIL V3 Foundation Certification or equivalent ITIL experience
- Advanced skills in gathering requirements, performing analysis and working with other network engineers on complex design solutions.
- Knowledge and adherence to Change Management processes.
- Linux experience a plus
- Excellent communication skills, both written and oral
- Ability to create and deliver presentations to peers and leaders
- Demonstrated strong customer service skills; interfaces well with customers, end users, and peers

REQUIRED EXPERIENCE

- Bachelor's degree in a related technical field; additional 5 years of experience may be substituted for a degree
- 5+ years of relevant experience, including at least three designing and implementing Cisco Call Manager Express systems
- Industry Certification - CCNP Voice or better, or equivalent experience

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