Senior Voice Engineer
3 weeks ago
Position Summary
The Senior Voice Engineer is responsible for designing, implementing and supporting an infrastructure for voice/phone systems and services across current Life Time locations as well as future growth, while ensuring critical reliability and maximum uptime. This role will serve as a LAN/WAN expert for IP Telephony and responsibilities will entail recommending and supporting the selection, development, deployment, monitoring, maintenance, and enhancement of Life Time voice technologies.
Job Duties/Responsibilities
- Design, implement and maintain (break/fix) network platform technologies including Call Manager, Unity, Emergency Responder, Unified Contact Center Express (UCCX).
- Establish and maintain the physical and logical architecture of all network components for voice applications across current and future Life Time locations.
- Diagnose and resolve complex configuration and troubleshooting issues within a multi-vendor, multi-site infrastructure.
- Ensure network fail-over capabilities between critical operational components and data centers.
- Perform routine network maintenance, including software upgrades, patch/vulnerability releases, feature enhancements, as well as product life-cycle management of all Life Time IP Telephony assets and services.
- Create and maintain documentation on process/procedure related to network design, monitoring, security, and disaster recovery.
- Ensure all network topology, technology solutions, team and individual work flow is documented and updated regularly.
- Establish and maintain technical standards and configurations.
- Establish, monitor, evaluate, and report key performance and key risk indicators (KPIs and KRIs) to provide leadership with visibility into the effectiveness of the voice infrastructure.
- Monitors network operations to identify performance and capacity issues.
- Measures volume and performance of network traffic.
- Identifies utilization and performance issues.
- Develops plans and implements new technologies and services to satisfy capacity and performance requirements.
Minimum Required Qualifications
- Strong proficiency with dial peers, dial plans, SIP Trunks, CUBE, and RTMT logs
- Strong proficiency with PSTN, VOIP, SIP, H.323, MGCP and VMware
- Strong proficiency with CUCM, Unity, Cisco Emergency Responder.
- Strong proficiency with UCCX including creating and troubleshooting scripts.
- Strong knowledge of TCP/IP network protocols (e.g. SSH, HTTP(S), SMTP, etc), other than those above, and their proper operation
- Ability to troubleshoot using packet capture, data analysis and other common means and to suggest and/or implement configuration changes to correct issues and maximize performance.
- Strong communication, facilitation, and interpersonal skills
- Ability to manage vendor/supplier relationships, ongoing maintenance, and support as well as problem-resolution.
- Ability to quickly learn new or unfamiliar technologies and products, independently using documentation and online resources.
- Strong project management and organizational skills.
Years of Experience:
- A minimum of 7 years of experience in Unified Communications and Contact Center Design
- 7 or more years of experience administering complex network environments.
- 5 or more years of experience configuring Cisco IOS with Voice Gateway features including CUBE.
- 5 or more years of experience with Layer 2 and Layer 3 protocols, including QoS.
Preferred Qualifications:
- Knowledge of Microsoft Teams Voice and Call Manager integration is preferred.
- Previous hospitality or retail experience is a plus.
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