Voice Communications Specialist

2 weeks ago

New York, New York, United States K2 Services Full time

Overview:

The Voice Communications Specialist is responsible for the strategic planning, design, implementation, and management of the voice communication infrastructure. This role involves supporting existing legacy systems while also developing and analyzing advanced communication technologies to align with organizational goals for future enhancements.

Key Responsibilities:

· Oversee the daily operations and maintenance of the PBX systems.

· Duties include the installation, configuration, maintenance, and optimization of all voice communication systems, voicemail services, and teleconferencing setups.

· Analyze and troubleshoot telecommunications circuit issues, providing support to users as necessary.

· Manage service requests with vendors and service providers as needed.

· Offer expertise on solutions, security, and priorities related to the voice communication environment.

· Develop and uphold technical standards and procedures for resolving voice service issues, ensuring high system availability and performance.

· Establish and implement guidelines that govern voice network solutions across the organization securely.

· Participate in after-hours on-call duties, monitor incident management queues, and adhere to service level agreements (SLAs) to meet operational performance objectives.

· Engage in both scheduled and unscheduled system maintenance, including change management and off-hours support.

· Act as a liaison and subject matter expert between architecture, security, and engineering teams to integrate technical solutions into complex production environments and user applications.

· Participate in product evaluations, system testing, certification, and lifecycle management.

· Manage change management processes, ensuring detailed planning and execution of complex, secure changes.

· Provide technical guidance and leadership to project teams and individuals as appropriate.

· Respond to, analyze, and follow up on outstanding voice communication issues, ensuring timely resolution.

· Foster improved communication and collaboration across departments.

· Additional responsibilities include vendor and carrier management, incident and problem management, capacity management, service acceptance, event management, performance management, and compliance with standards, focusing on service restoration and proactive improvement.

· Other duties as assigned.

Qualifications:

· Bachelor's degree in Computer Science, Management Information Systems, or a related field, or equivalent experience.

· Over 10 years of experience in telecommunications and managing a PBX environment.

· More than 7 years of experience with Avaya Aura Communications Manager.

· Familiarity with SIP environments, including Avaya Workplace and SIP Trunks.

· Proficient in tracing and troubleshooting SIP calls using Avaya SBC and Session Manager.

· Ability to analyze and oversee the design of complex voice network products and services to meet corporate requirements.

· Strong analytical and troubleshooting skills with extensive experience in voice communications.

· Excellent verbal and written communication skills.

· Proven customer service orientation and ability to influence others.

· Capacity to lead and impact stakeholders at all organizational levels.

· Demonstrated success in managing concurrent issues in a dynamic environment.

· Advanced understanding of business strategy as it pertains to voice communication.

· Innovative professional with advanced knowledge of networking and voice technologies.

· Strong understanding of networks and VLANs, with the ability to apply analytical skills to solve complex problems.

· Technical aptitude balanced with strong business skills, demonstrating excellent communication and interpersonal abilities.

· Familiarity with the following technologies is preferred:

  • Avaya Aura Communications Manager v 8.1 and above
  • Support for Station programming, Hunt Groups, Vector Routing, ACD Agents, and Supervisor roles
  • SIP call tracing from Session Manager and SBC
  • Route Patterns and SIP Trunks management
  • Avaya CMS for ACD Call Routing
  • Avaya 9611 G H.323 and SIP Phones
  • Avaya System Manager and Session Manager, SBCs, and Policy Server
  • VMWare ESXI Hosts
  • Monitoring and renewing system certificates as required

K2 Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, marital status, civil union status, national origin, ancestry, age, parental status, disabled status, veteran status, or any other legally protected classification, in accordance with applicable law.

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