Job Description for Voice Technician/Engineer (Unified Communications) This technical position is broad in scope and includes the defining, designing, installing, and maintaining the communication systems architecture and network. This role will focus on supporting a Session Border Controller environment running on a Ribbon/Sonus technology.
Support Session Border Controllers for the enterprise's call routing, voice and telephony needs at campus locations, airports, operations, sales offices, and reservations worldwide.
Coordinate with architects to develop the strategy for defining, deploying, and maintaining Session Border with regards to the Call Center Technology/Unified Communications architecture.
Assist with designing, and deployment of a reliable and robust Session Border Controller architecture and platform.
Support the enterprise Call Center/Unified Communications vision deliverables by implementing viable technologies, ensuring compatibility with the existing environment, and acting as a technical resource for peers and managers within the team.
Research and remain current on emerging Call Center Technology/Unified Communications technologies, products, services, protocols, and standards that are directly in line with the vision, business needs, and requirements.
Ensure integration compatibility of new Session Border Controller systems with enterprise LANs, WANs and Internet-based services and protocols.
Identify opportunities for automation.
Improve efficiency and reliability by streamlining manual processes that are redundant or repetitive.
Collaborate with other business units to understand how automation can improve workflow.
Support telecommunications infrastructure and its associated software, including PBXs, call management systems, voice mail, and interactive voice response, and respond to issue escalation and service interruption as a confident technical leader.
Skills & Responsibilities
Experience with implementing converged voice and data solutions using session border controllers
3 - 5 years' hands on working experience with Session Border Controller (Ribbon/SONUS, Acme Packet, Cisco, etc.)
Configure, manage, support and troubleshoot the SBC 5x00, SBC7000, 9000, SBC SWe platforms, EMS, PSX DSI.
Ability to understand Call Center Systems and routing strategies
Knowledge of voice, data, and IP networking (LAN/WAN)
Telephony Traffic and Engineering (Erlangs, Trunks, Blockage, etc.)
Technical knowledge of PSTN, T1/PRI, SIP, H.323 (IP), H.320 (ISDN), TCP/IP and MPLS
Understanding of VoIP QoS issues and mitigation strategies (G711, G729, etc.)
SIP Architecture Integration
Experience working with the following platforms Cisco, Avaya, NEC, and Nortel
Experience with current best practices in IT standards, principles, and security practices
Understanding of Cloud Architecture
Ability to work with limited supervision, be highly motivated, persistent, a self-starter and able to manage multiple projects, groups of people, and company/industry changes simultaneously.
PC skills, Microsoft Office Suite mastery, Visio and spreadsheets is required.
