Systems Engineer - Tier II Voice


The Systems Engineer – Tier II Voice designs and maintains VoIP and telephony systems. The Systems Engineer – Tier II Voice is responsible for operating, maintaining, and troubleshooting various voice communication systems.

The Systems Engineer – Tier II Voice Engineer maintains telecommunications infrastructure and related software, such as call management systems, VoIP, video conferencing, voice mail, and other telephony and network applications. The Systems Engineer – Tier II Voice Engineer oversees the performance of voice systems and conducts traffic analysis and capacity planning to improve quality-of-service and deliver customer service excellence.

The Systems Engineer – Tier II Voice Engineer provides technical support for switches, voice gateways, and firewall infrastructure.  The Systems Engineer – Tier II Voice Engineer supports customers and users and troubleshoots their voice needs. To ensure this, the Systems Engineer – Tier II Voice Engineer proactively detects and addresses issues with trunks, profiles, endpoints, and dial plans. 

Primary Duties and Responsibilities:

  • Perform primary help desk and escalation      support for Cisco, Microsoft, and other VoIP services for managed service      and project customers
  • Perform basic route/switch (LAN & WAN) and      firewall configurations, in addition to troubleshooting as it pertains to various      collaboration environments 
  • Provide configuration, implementation, and management      of QoS for Cisco Collaboration environments and networks
  • Providing support to the Advanced Services      delivery teams for discovery, design, planning, and implementation of      Cisco and Microsoft and VoIP collaboration solutions, including      modifications to existing equipment and systems
  • Solution and manage professional consulting      engagements, including but not limited to discovery, design, planning,      implementing, and supporting various collaboration and voice customers and      projects
  • Continuous self-study to stay ahead of the latest      technology advancements
  • Consistently demonstrate the company’s values
  • Improve NPS (Net Promoter Score), CSAT      (Customer Satisfaction), or other customer-focused metrics
  • Drive quality and consistency

· Achieve key performance metrics, including consumer satisfaction, quality, and compliance

· Help lead the standardization of the company’s voice services to facilitate performance improvement towards best-in-class industry standards

Required Skills/Abilities: 

  • Proven ability to work independently and employ      effective time management skills to organize and handle multiple highly      visible priorities, projects, and products simultaneously
  • Proven ability to champion significant      projects, programs, and business initiatives using creativity and      ingenuity 
  • Experience in understanding customer      requirements and driving the organization to achieve their expectations 
  • Professional      and proactive work ethic
  • A customer-focused      and positive attitude
  • Strong      drive for results
  • Ability      to collaborate with cross-functional teams
  • Ability      to communicate clearly and with contagious enthusiasm
  • Understanding      of project budgeting and forecasting
  • Experience      delivering large-scale voice deployments and migrations
  • Working      knowledge of products and services related to specific practice area
  • Detail-oriented      with excellent time management skills
  • Excellent      analytical and problem-solving skills
  • Able      to relay technical information to both technical and non-technical      personnel
  • Excellent      listening skills

Education and Experience:

· Bachelor’s degree in a technology-related field or equivalent experience

· At least five years of experience in IT service delivery

· Demonstrated experience with the below technologies: 

o Cisco VoIP solution deployments and migrations 

o Cisco Unified Communications Manager (CUCM)

o Unified Contact Center Express (UCCX)

o Microsoft Teams Voice over IP (VoIP) Protocols 

o Cisco Webex / Collaboration

o Cisco Unified Border Element (CUBE)

o Cisco IOS (route/switch)

o Cisco ASA Firewalls

· CCNA, CVP, or CCNP route/switch strongly desired

· Advanced vendor platform certification strongly desired

Physical Requirements: 

· Prolonged periods of sitting at a desk and working on a computer

· Must be able to lift 15 pounds at times