Infrastructure Voice Engineer I

Neenah, WI, 120 N Commercial St, Neenah, Wisconsin, United States of America Req #3508
Tuesday, June 14, 2022
Alta Resources is Hiring!

The Voice Engineer's role is to ensure the stability and integrity of all Alta Resources provided voice services. This is achieved by designing, planning, developing, monitoring and maintaining communication technologies across the organization. In addition, the Voice Engineer will participate with the installation, monitoring, maintenance, support, and optimization of all voice and/or data technology hardware, software, and communication links. This individual will also analyze and resolve advanced voice issues in a timely and accurate fashion, and provide documentation and end user training where required.
 

Essential Duties & Responsibility

Other duties may be assigned. 

  • Assists with all necessary leadership and staff members in the research, planning, design, development, testing, deployment, and maintenance of new and existing technology solutions.
  • Monitor system and services (voice related servers, networks, applications, databases, storage systems, etc.) and troubleshoot problem areas as needed.
  • Respond to and resolve voice performance issues.
  • Provide 24x7 on call rotation support for all supported technologies.

 

Strategy & Planning

Assist in the development of long-term strategic goals for systems and services in conjunction with system owners and department managers.

  • Assist in the planning, design, development, and deployment of new strategies for improving or further leveraging systems.
  • Conduct research on voice/telephony products, services, protocols, and standards to remain abreast of developments in the industry. 
  • Assist in coordination of feasibility studies and recommendations for products under consideration for purchase.
  • Review and analyze the effectiveness and efficiency of existing infrastructure.
  • Analyze voice systems usage and plan for growth or increases in capacity and/or licensing.
  • Establish proactive, confidence-inspiring client relationships to ensure technology development and maintenance efforts meet business goals.

 

Execution and Service Delivery

  • Engineer voice/telephony solutions that provide compatibility, interoperability, availability, security, and uptime of all systems.
  • Provide technical expertise and engineering services for all supported technology.
  • Work with IT staff (Project Managers, Architects, other Engineers, development staff, etc.) to assist in the development of architectures, standards, and quality assurance policies and procedures.
  • Create and maintain documentation for supported voice networks and systems.
  • Respond to and resolve system access and performance issues.
  • Ensure that the deployments of supported systems and services meet business requirements and goals, as well as fulfill user requirements.
  • Manage the remote access, security, and collaboration solutions across the organization.
  • Maintain change control and testing processes for modifications to supported systems and services.
  • Perform compliance and security audits as necessary.
  • Practice asset management, including maintenance of hardware component inventory and related documentation and technical specifications information.
  • Implement new and existing voice equipment, hardware, and software upgrades.
  • Interact with vendors, outsourcers, and contractors to secure products and services.

 

Communication and Collaboration

  • Establish proactive, confidence-inspiring client relationships to fulfill all aspects of specific assignments within Services Support, Application Support, or Infrastructure Support as applicable.
  • Collaborate with all necessary leadership and staff members in the planning, design, development, testing, deployment, and maintenance of new and existing technology solutions.
  • Gain commitment on decisions through collaboration and persuasion; be able to inspire enthusiasm and commitment in others at all levels of the organization.
  • Communicate effectively by displaying strong verbal and written skills.  Listen for understanding.
  • Exhibit the ability to translate complex technical topics into understandable business language in order to explain and justify technical needs and solutions to non-technical audiences.
  • Provide subject matter expertise and direction as necessary for operational support and training of personnel for modified and new systems.
  • Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position.

 

POSITION AND LEVEL – SCOPE DIMENSIONS, REQUIREMENTS, SERVICE METRICS

 

Specific dimensions, requirements, and service metrics for each level of the role are identified below

  • Two year technical degree or an Associate’s degree in IT-Related field required; Four year college or university degree in IT-related field preferred
  • Three years of IT experience required. At least 1 years of hands on technical experience in 2 or 3 of the following technical skill sets listed below:
  1. Proven experience and success with voice architecture, design, implementation, capacity planning related to general PBX/Voice management best practices and voice security principle
  2.  Demonstrated ability to troubleshoot SIP connectivity within a call center
  3. Understanding of Cisco ASR routers and carrier class SIP call routing
  4. Experience with Genesys PureConnect
  5. Experience with Cloud Telephony Solutions -  Contact Center as a Service (CCaaS)
  6. Experience with Call routing and call flow design with SIP and TDM
  7. Proven ability to manage IVR, speech recognition, and call recording solutions
  8. Consistent application of capacity planning, voice security principles, and voice systems best practices


Leadership Responsibilities

This job has no supervisory or leadership responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

  • Willingness to tackle problems and seek out new opportunities.
  • Ability to simplify complex issues, can differentiate between critical details and unimportant facts, has a logical thought process in resolving problems.
  • Demonstrated technical proficiency, attention to detail, and continuous improvement.
  • Demonstrated productivity, managed priorities and time, and followed procedures.
  • Ability to work effectively within and across teams and global locations.
  • Thorough understanding of hardware and software computing elements.
  • Strong customer service orientation.
  • Ability to work independently with minimum supervision is required.
  • Demonstrated strong analytical and problem solving skills for design, creation and testing of programs.
  • Demonstrate ability to communicate effectively by displaying strong verbal and written skills.  Listen for understanding.
  • Meets commitments, stays focused under pressure, accept accountability.
  • Built strong relationships, able to give and receive constructive feedback, and work well with others. Ability to mentor others successfully.
  • Proven experience in the implementation of software and hardware solutions, voice solutions, or products.
  • Exhibit the ability to translate complex technical topics into understandable business language in order to explain and justify technical needs and solutions to non-technical audiences.
  • The ability to think conceptually as well as creatively is a plus for this job.

 

EDUCATION and/or EXPERIENCE 

Refer to requirements above.

 

TECHNOLOGY SKILL BASE

A working knowledge of computer technology that includes: Microsoft Office technologies along with Genesys PureConnect, Genesys Cloud, Cisco Voice and Network hardware (SBC’s, Routers, Gateways), SIP and TDM Voice circuits with Lumen, AT&T, Verizon, NSight, Polycom SIP Phones, FXO/FXS gateways, Genesys SIP Proxy. Client and Alta designated software.  Individuals must possess the ability to learn and understand new software and other technology applications as introduced by the Client and Alta Resources.

 

This position requires advanced technology skills pertaining to one or more of the disciplines the position will support, including but not limited to servers, thin clients, network services, application services, databases, storage systems, and data archiving systems.

 

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  • Pay Type Salary
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  • Neenah, WI, 120 N Commercial St, Neenah, Wisconsin, United States of America