Telecommunications Engineer At 1199SEIU Family of Funds
Location: New York, New York
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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