Global Communications Engineer II - Avaya / Cisco Unified Communications Manager

US-TX-Arlington
Requisition ID
2017-29419
Employee Type
Full Time-Regular
Category
Information Technology

Overview

The Global Communications Engineer II, under the general direction of the Manager, will assist in the day-to-day tasks critical to the team’s success. This individual will focus on the install, support, and maintain in-house voice, data, and video equipment infrastructure, including configuring, diagnosing, repairing, upgrading, and optimizing all telephone systems and services, voicemail and video conferencing environments. Timely completing company training, this individual will become thoroughly familiar with all compliance, regulatory and security requirements adhering to all corporate policies and standards. The person will also analyze and resolve telecommunications circuit issues in a timely and accurate fashion, and assist all user needs. This team member interfaces with other Company departments, outside vendors, and customers. Additionally, the engineers will focus on sustainability and improvement of processes, along with task automation to improve process efficiency.

Responsibilities

JOB DUTIES

  • Serves as Global Communications Engineer II for the multi-disciplinary project teams they are a member of.
  • Collaborates with external and internal customers to analyze information needs and functional requirements and deliver the artifacts as needed.
  • Must have high attention to detail, be well organized, be a self-starter and able to work independently.
  • Must be able to work with limited to moderate direct supervision.
  • Uses a broad and deep understanding of technical concepts in multiple specialized fields to develop solutions to problems and critical design issues.
  • Escalates complex or consequential issues to management.
  • Identifies and directs changes through appropriate review and approval mechanisms.
  • Install and support telecommunications infrastructure and its associated software, including Cisco Unified Communications Manager, Unity Connection, Contact Center Express, Cisco IM and Presence, Avaya Communications Manager, Aura Voicemail and video conferencing systems.
  • Activities include: Tier 2 support and problem resolution, assistance with relocation and installation of voice communications equipment, voice facilities management, and any other basic issues pertaining to voice communications as they arise.
  • Configure, test, maintain, monitor, and troubleshoot end user communications hardware, telephony devices, and voice/data hardware products.
  • Perform moves/adds/changes (MACD) for phone and voicemail systems.
  • Assist in the preparation, evaluation and distribution of reports as required.
  • Promote a cooperative and productive work environment.

 

REPORTING RELATIONSHIP

  • Reports to: Global Communications Manager
  • Direct Reports: No

Qualifications

Knowledge

  • Knowledge and understanding of industry trends and new technologies and ability to apply this to day-to-day work activities.
  • Knowledge of enterprise platforms and operating systems as well as knowledge of key business functions and processes.
  • Experience working in a team-oriented, collaborative environment.
  • Knowledge of Avaya Communications Manager and Aura Unified Messaging.
  • Understanding of Quality of Service QoS.
  • Knowledge of Cisco Unified Communications Manager, Unity Connection, Contact Center Express, IM& Presence, Cisco TMS, Conductor, Expressway and MRA as it pertains to Video Telepresence and Jabber Video.
  • Advanced knowledge of TCP/IP and data transport.
  • Advanced understanding of Call Routing, ACD, Telco facility protocols, cable management and statistical report reconciliation.
  • Intermediate level technical knowledge of configuration, maintenance, modification, and installation of VOIP communications systems and integration.

Skills

  • Strong interpersonal skills, oral communication skills, and proven analytical and problem-solving abilities.
  • Strong understanding of the organization’s goals and objectives.
  • Highly self-motivated, directed and strong customer service orientated.

Experience

  • Bachelor's degree in computer science or equivalent work experience in IT is preferred with job related certifications.
  • Minimum four years of related system administration.
  • Experience in dealing with multiple business units and diverse employee population.
  • Industry Certifications are a plus. (Cisco, Avaya…)

 

 

WORKING CONDITIONS

  • Normal office environment; may be stressful at times. There may be a requirement to occasionally work a flexible schedule with the possibility of working long hours.
  • On-call work is required. Night, weekend hours and holiday work may be required.
  • Limited travel is required to support business expansion, infrastructure upgrades, and training.
  • Must be capable of lifting and installing equipment as required.
  • Must be able to deal with stressful office conditions, while troubleshooting telecommunications problems.
  • This list is not exhaustive; you will be expected to carry out any other duties that are deemed reasonable in relation to your position.

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