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ETS Voice Operations Engineer - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Charlotte, North Carolina |
About this job
Posting Job Title: ETS Voice Operations Engineer
Requisition #: 161515BR
Posting Location: Charlotte, NC, US
Alternative Locations: Home Office Based;;
Area of Interest: Information Technology Services
Position Type: Full Time
Posting Job Description
Description
The Voice Operations Engineer's primary's role is to act as first response to all telephony trouble and operation support tickets within the enterprise platform. This candidate is expected to have detailed knowledge of all contact center applications and reporting elements that support the centers. They are responsible for administering production changes in the enterprise telephony system to meet the business requirements of the call centers. The Voice Operations Engineer must adhere to corporate standards while performing job responsibilities. The enterprise systems support 300K+ plus inbound and 400K+ outbound calls along with other telephony adjuncts that support the call centers.
Responsibilities
Essential Job Functions:
- Serve as first response for problem resolution as well as adds, moves, changes for all telecommunication systems within the TWC organization.
- Serve as the primary interface for LEC/CLEC issues and coordinate dispatch access to the TWC locations.
- Serve as Telephony resource to help support Network or other maintenances that may impact Enterprise Telephony systems.
- Administer and troubleshoot Avaya CM and associated peripherals with expert knowledge and leveraging your experience with the Avaya VoIP architecture that include Session Manager, SBC's, Audio Codes Gateways, Media Resources, IP network regions, ARS and complex call flows and other settings in compliance with corporate standards.
- Administer and troubleshoot CMS and IQ platforms to include custom reporting issues, user profile administration, service levels, etc.
- Monitor systems to include device, system performance, alarm and event monitoring and use other techniques to ensure optimum performance and sizing.
- Update ticket with current status and escalate requests as needed to maintain compliance with Service Level Objectives as directed by the Operations Manager.
- Support all systems backups following best practices dictated by the manufacture while following the corporate RFC (Request for Change) practices.
- Troubleshoot
- Maintain operational best practices and standards operating procedures for daily support and break-fix requests.
- Adhere to the TWC Corporate Standards as it pertains to administration within all telephony applications.
- Manage logins and access for the Care operation teams in accordance with corporate standards.
Position Requirements
Knowledge & Experience:
- Requires 3 to 5 years recent hands-on experience with IP based systems used within contact center technologies and administrative systems deployed within the organization.
- Minimum of 3 to 5 years recent demonstrative knowledge in supporting Avaya systems, including CM, MM, CMS and other contact center technologies.
- Proven ability to construct and interpret complex vectors adhering to the corporate standard and practices dictated by the Operations Manager.
- Understanding of Avaya Unified Communications.
- Working knowledge or certification of Avaya's Architecture in both software and hardware. Including IP network regions, media resources, station registration, etc.
- Cisco CNA, MCSE, RHCE or other related certifications a plus.
- Understanding of WebLM and Avaya system Licensing.
- Proven experience with Avaya JTAPI/TSAPI and DMCC.
- Understanding of TDM, SIP and H.323 endpoints.
- General concepts of XML as it relates in a telephony environment.
- Familiarity with UNIX, Windows, Oracle, SQL, Java and .Net is a plus.
- Must have Session Border Controller (SBC), ACME and Audio Codes provides.
- Must have a concept of Voice Portal, System and Session Manager.
- Must have an understanding of the Nuance Speech Application system.
- Concept of VoIP protocols, QoS standards and policies
- Working knowledge of best practices of operating systems, server hardware configurations and databases as it relates to the telephony infrastructure.
- Proven experience of the ability to leverage tools and techniques available to diagnose telecommunication problems.
- Expert knowledge with Avaya server platforms.
- Expert knowledge with Avaya G350, G700, G450 and G650 gateways, commands and components.
- High school education, bachelors' degree or equivalent experience.
Personal Attributes
- Must be a self-starter who is comfortable working in a highly technical and fast paced environment.
- Must be able to work with all levels of the organization and demonstrate excellent teamwork, customer service skills and professionalism.
- Experience working in a team-oriented, collaborative environment.
- Strong customer service orientation.
- Excellent written and oral communication skills.
- Excellent listening and interpersonal skills.
- Logical and efficient.
- Keen attention to detail.
- Ability to conduct research into systems issues and products as required.
- Ability to communicate ideas in both technical and user-friendly language.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
Work Conditions
- This position may require shift work
- Provide on call responsibilities.
- Sitting for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard or mouse, and to handle other computer components.
- Lifting and transporting of moderately heavy objects, such as computers and peripherals.
- 10% Travel Required
FCC Unit_TWC: HQ452
Controlling Establishment ID: 00237 - Charlotte 7910 Crescent Exec
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
TWCTE0030
Requisition #: 161515BR
Posting Location: Charlotte, NC, US
Alternative Locations: Home Office Based;;
Area of Interest: Information Technology Services
Position Type: Full Time
Posting Job Description
Description
The Voice Operations Engineer's primary's role is to act as first response to all telephony trouble and operation support tickets within the enterprise platform. This candidate is expected to have detailed knowledge of all contact center applications and reporting elements that support the centers. They are responsible for administering production changes in the enterprise telephony system to meet the business requirements of the call centers. The Voice Operations Engineer must adhere to corporate standards while performing job responsibilities. The enterprise systems support 300K+ plus inbound and 400K+ outbound calls along with other telephony adjuncts that support the call centers.
Responsibilities
Essential Job Functions:
- Serve as first response for problem resolution as well as adds, moves, changes for all telecommunication systems within the TWC organization.
- Serve as the primary interface for LEC/CLEC issues and coordinate dispatch access to the TWC locations.
- Serve as Telephony resource to help support Network or other maintenances that may impact Enterprise Telephony systems.
- Administer and troubleshoot Avaya CM and associated peripherals with expert knowledge and leveraging your experience with the Avaya VoIP architecture that include Session Manager, SBC's, Audio Codes Gateways, Media Resources, IP network regions, ARS and complex call flows and other settings in compliance with corporate standards.
- Administer and troubleshoot CMS and IQ platforms to include custom reporting issues, user profile administration, service levels, etc.
- Monitor systems to include device, system performance, alarm and event monitoring and use other techniques to ensure optimum performance and sizing.
- Update ticket with current status and escalate requests as needed to maintain compliance with Service Level Objectives as directed by the Operations Manager.
- Support all systems backups following best practices dictated by the manufacture while following the corporate RFC (Request for Change) practices.
- Troubleshoot
- Maintain operational best practices and standards operating procedures for daily support and break-fix requests.
- Adhere to the TWC Corporate Standards as it pertains to administration within all telephony applications.
- Manage logins and access for the Care operation teams in accordance with corporate standards.
Position Requirements
Knowledge & Experience:
- Requires 3 to 5 years recent hands-on experience with IP based systems used within contact center technologies and administrative systems deployed within the organization.
- Minimum of 3 to 5 years recent demonstrative knowledge in supporting Avaya systems, including CM, MM, CMS and other contact center technologies.
- Proven ability to construct and interpret complex vectors adhering to the corporate standard and practices dictated by the Operations Manager.
- Understanding of Avaya Unified Communications.
- Working knowledge or certification of Avaya's Architecture in both software and hardware. Including IP network regions, media resources, station registration, etc.
- Cisco CNA, MCSE, RHCE or other related certifications a plus.
- Understanding of WebLM and Avaya system Licensing.
- Proven experience with Avaya JTAPI/TSAPI and DMCC.
- Understanding of TDM, SIP and H.323 endpoints.
- General concepts of XML as it relates in a telephony environment.
- Familiarity with UNIX, Windows, Oracle, SQL, Java and .Net is a plus.
- Must have Session Border Controller (SBC), ACME and Audio Codes provides.
- Must have a concept of Voice Portal, System and Session Manager.
- Must have an understanding of the Nuance Speech Application system.
- Concept of VoIP protocols, QoS standards and policies
- Working knowledge of best practices of operating systems, server hardware configurations and databases as it relates to the telephony infrastructure.
- Proven experience of the ability to leverage tools and techniques available to diagnose telecommunication problems.
- Expert knowledge with Avaya server platforms.
- Expert knowledge with Avaya G350, G700, G450 and G650 gateways, commands and components.
- High school education, bachelors' degree or equivalent experience.
Personal Attributes
- Must be a self-starter who is comfortable working in a highly technical and fast paced environment.
- Must be able to work with all levels of the organization and demonstrate excellent teamwork, customer service skills and professionalism.
- Experience working in a team-oriented, collaborative environment.
- Strong customer service orientation.
- Excellent written and oral communication skills.
- Excellent listening and interpersonal skills.
- Logical and efficient.
- Keen attention to detail.
- Ability to conduct research into systems issues and products as required.
- Ability to communicate ideas in both technical and user-friendly language.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
Work Conditions
- This position may require shift work
- Provide on call responsibilities.
- Sitting for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard or mouse, and to handle other computer components.
- Lifting and transporting of moderately heavy objects, such as computers and peripherals.
- 10% Travel Required
FCC Unit_TWC: HQ452
Controlling Establishment ID: 00237 - Charlotte 7910 Crescent Exec
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
TWCTE0030