What IS Voice Services Does...
The IS Voice Services Department manages over 14,000 IP extensions on an enterprise voice network supporting the firm's business processes while providing a highly available service to our clients, branches, and associates. You will be part of a team that provides a range of services from design, implementation, administration and support of enterprise-wide voice technologies.
What You'll Do...
•Resolving complex problems of voice services and applications
•Delivering quality timely results while managing competing priorities
•Improving overall service and efficiencies of the support processes year to year
•Design, develop, and test contact center solutions
•Working closely with associates and third-party vendors to troubleshoot, and resolve problems
•Following standards and guidelines of the firm, team, and industry related to change management and technologies to implement solutions
What You'll Need...
•A minimum of 2 years of telecommunications experience
•Undergraduate degree, or higher, in IT related field preferred
•Windows and Linux operating system experience
•Foundational understanding of:
◦Telecommunication architecture and call flows
◦Network architecture and IP routing
◦Systems management: Linux and Windows servers, scripting, log management, software distribution and patch management
◦Alert handling: SNMP, SYSLOG
◦Configuration of IVR platforms and call recording solutions
◦Documentation standards with system and call flow diagramming
•Highly qualified candidates will have demonstrated experience in some of the following:◦Avaya Aura components and architecture
◦Cisco Unified Communications
◦SIP, RTP, SIP-TLS, and SRTP
◦Verint Call Recording
◦Verint Quality Monitoring and Workforce Management
◦Large scale IP voice networks