Vacancy expired!
Make a difference Ciber Global wants you. Come build new things with us and advance your career. At Ciber Global you'll collaborate with experts. You'll join successful teams contributing to our clients' success. You'll work side by side with our clients and have long-term opportunities to advance your career with the latest emerging technologies.
- The Contact Center Services department is responsible for supporting contact centers globally supporting over 6,000 agents across multiple business units.
- We are focused on implementing the next generation of Contact Center Telephony solutions that allow new capabilities to be added quickly to support a rapidly changing business environment.
- This position is for a Telephony Engineer.
- This technical position will be part of a voice transport team providing engineering, planning and support responsibilities for the global contact centers.
- Lead/contribute to the design, management and support of the transport infrastructure comprising of SIP carrier circuits, Cisco CUBE s and Customer Edge Routers.
- Assist in deploying performance, monitoring, and alerting tools to ensure voice transport availability KPI s are being met.
- Understanding of toll-free routing and advanced feature configuration.
- Troubleshooting of toll-free number issues, to include the use of the AT&T Business Direct tool.
- Place and manage orders with the AT&T carrier, to include advanced features.
- Maintaining voice transport documentation such as network designs diagrams, carrier circuit information and device configurations.
- Escalation point for production support incidents and problems.
- Work on voice transport problems of diverse scope and complexity.
- Ensure that business requirements for high availability are being met by actively monitoring, executing on capacity planning needs, recommend/implement design changes and perform annual disaster recovery tests.
- Cross training team members.
- Demonstrated ability to design, deploy, and troubleshoot a SIP based solution that supports VoIP applications
- Ability to resolve voice issues including the ability to understand system logs and coordinate problem resolution efforts with multiple resources (Vendors, Customers, IT)
- Firm understanding of Cisco hardware and configurations (CODEC s, dial-peers, VLAN s, BGP, etc.)
- Experience with deploying voice transport monitoring and reporting tools (e.g., call allocators, SPLUNK, CYARA, carrier specific monitoring and reporting tools)
- Knowledge of advanced voice call routing and carrier features (e.g., SS7, 911 emergency call routing, etc.)
- Familiarity with IP telephony and IP contact center solutions including Cisco s UCCE, CUCM and predictive dialers and how these systems integrate in an enterprise contact center solution
- Demonstrates initiative, ability to work independently and with a strong sense of system ownership, ability to multi-task
- Ability to communicate clearly, both verbally and in writing with sensitivity to the audience and content
- Collaboration skills and attention to detail
- 5+ years of voice transport experience in implementing advanced voice solutions using SIP and Cisco based network hardware and configurations
- Experience in designing and implementing complex voice components and services
- Previous teleco carrier experience
- Associate degree in IT related field or equivalent training
- Bachelor s Degree in IT related field
- Availability to work off-hours for support
Vacancy expired!