Position at Ingram Micro
On an independent basis, maintains and modifies existing call center systems applications programs. The position is accountable for providing operational, administration, maintenance and strategic support of the global call center environments within the CiscoVOIPlandscape.
Additionally, this position will be responsible for activities related to the installation and upgrade of voice systems, the resolution of Telecommunications systems issues and the management of voice systems performance.
ESSENTIAL FUNCTIONS :
The role of the Voice Consultant is to support IS telecommunications functions for the Global Cisco VOIP and call center environments and support the global telecommunications systems as needed and is responsible for :
The design, implementation and support of call center call flows in a Cisco VOIP, networked environment
Understand business needs and address them through relevant call routing programming
Interface with appropriate business units to gather specific telecommunications / call center requirements and provide solutions to meet those needs
Maintain a centralized inventory of all production Call Center systems and call flows
Conduct thorough planning and testing of all proposed changes to the various voice systems
Complete service requests within stated Service Levels Agreements
Prioritize requests based on urgency and impact on daily operations
The overall maintenance, support and troubleshooting functions of Cisco’s Call Manager VoIP PBXs
Design and implement custom call routing & reporting utilizing appropriate Tools (Cisco CM & UCCE). Document each step of the call flow using appropriate flow charts and documentation
Develop acceptance procedures (to be included as part of the Change Control Procedure) for installation of and Changes to the voice Equipment and Software, using objective and demonstrable criteria for verifying compliance with performance specifications, Performance Standards and applicable criteria.
Test all established Telecom BCP rerouting plans programmed with the local Telcos on a quarterly basis.
Ensure necessary standards and procedures for proper operation of all areas of telecom services are in place, adhered to and are maintained.
This includes security considerations and guidelines.
Assess requirements for, and perform planning, design and implementation of the voice network components as required to meet Ingram Micro’s business requirements and applicable Performance Standards.
Measure and analyze voice network availability, determine network performance and perform network optimization as required while preserving network reliability and Service Levels.
Provide design and ongoing support for communications-related Equipment and Software providing third party access to the Equipment in accordance with the Security Policies and Procedures.
Provide and maintain redundancy and alternative routing as necessary to meet applicable Performance Standards.
Maintain knowledge of telecommunications technology for current and future needs.
Participate in the implementation of telecommunication technology projects worldwide.
JOB QUALIFICATIONS :
Solid knowledge of Cisco VoIP platforms and peripherals
Working knowledge of industry standards and protocols.
Experience with network monitoring and management tools.
Strong troubleshooting skills.
Proven experience with physical media technologies and associated equipment.
Bachelor’s degree in Computer Science or Science and Math equivalent is desired.
Minimum of 4 years’ experience desired in Cisco VOIP technologies, Cisco CM & UCCE
Knowledge of : Pertinent operating system, and programming language.
Skill in : Converting specifications and procedures of moderate complexity into application and program solutions.
Ability to occasionally work after-hours as required
Writes and communicates moderately complex program specifications. Communicates well both orally and in writing.
Must be able to speak English fluently.
Summarize the minimum kinds of knowledge, skills and abilities required to do this job :
Working understanding of the current technologies and techniques with Cisco VOIP systems
Conceptual understanding of design, implementation and administration of current unified communication technologies
Working understanding of general business operations including sales, finance, operations, and purchasing
Advanced knowledge of Microsoft Office, Visio and Project
Working knowledge of ITIL concepts