VOIP Technician

VOIP TECHNICIAN BENTONVILLE, AR NOT A REMOTE POSITION 2ND SHIFT ONLY

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This Contract to Hire 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.

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.
- Conducts analysis, prepares reports, and works on project implementation.
- Investigates and resolves problems, inefficiencies, and performance issues. Manage MAC and troubleshooting issues.
- Researches emerging Avaya Call Center technologies and Cisco Call Manager Express (CME) and makes 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 QUALIFICATIONS:

- Bachelors degree in a related technical field (additional 5 years of experience may be substituted for a degree)
- 5+ years of relevant experience; at least 3 of these should be designing and implementing Cisco Call Manager Express systems
- Industry Certification - CCNP Voice or better, or equivalent experience
- 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
- Linux experience a plus
- Advanced skills in gathering requirements, performing analysis and working with other network engineers on complex design solutions
- Knowledge and adherence to Change Management processes
- 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

*CompuCom supports Employment Equity and Diversity*Dallas-based CompuCom Systems, Inc. is a leading provider of end-user enablement, service experience management, and cloud technology services to Fortune 1000 companies. CompuCom partners with enterprises to develop smarter ways they can work, grow and produce value for their business. Founded in 1987, privately held CompuCom has approximately 11,500 associates and supports more than 4 million end users in North America. For more information, visit the website.