Main Purpose Of The Job

Provide operational support for telephony services including Contact Center and Head Office for new and existing clients. A subject matter expert and take the role in a variety of team-oriented projects in telephony and network support, project planning, design, and implementation. Coordinate and assist in the creation and upkeep of documentation, procedures, guidelines, and schematic diagrams

Key Accountabilities

• High-level knowledge and experience with PureCloud Contact Center Platform, Call Manager 11.5 or higher, and GoIP8 GSM Gateway Manages the configuration, deployment, and administration of voice and networking systems including Cisco Call Manager, Unity, Contact Center, Cisco WebEx, Cisco Jabber, Teams Live Event, Cisco Telepresence, Cisco Voice gateway routers, GSM gateway, and Cisco switches
• Strong Cisco routing and switching/data/voice networking skills including SIP, MGCP, etc.
• Provide timely project status updates to customers, project managers, and IT infrastructure management
• Creates and maintains detailed project plans, scopes of work, diagrams, and other technical documentation of the voice infrastructure
• Conducts/develops proactive maintenance designed to ensure optimal performance of the network
• Assist in planning for the future strategy of networks and telecom
• Execute performance and statistical monitoring and develop procedures and best practices to improve overall environment
• Experience working in enterprise voice networks is desired as ability to work under pressure and interface with senior management