Posted: Saturday, February 3, 2018 12:47 PM
Job Description The Telecommunications Engineer is responsible for technology engineering, support and administration of all internal voice technology; including but not limited to: telecommunications software, hardware, firmware, and wiring for business users as well as local and remote call center agents. This position is located in the Sunshine State of Fort Lauderdale, Florida. Now let's get down to the nitty-gritty. Key Responsibilities: Maintain Asterisk Based Phone System, Homer, Kamaillio, OpenSips, Cisco Contact Center skills, CSQs and triggers for different departments and products. Critically evaluates and interprets technology issues; uses computer and telephony knowledge to asses and/or resolve end-user, desktop, server, platform, voice, or network issues. Creates and configures user accounts (as an escalation point) Responsible for moves, adds and changes within the telecommunications platforms such as Kazoo, InContact, Cisco UCCX and other FreeSwitch or Asterisk based packages. Provides hands-on assistance and troubleshoots all phone equipment failures and service issues for all Great HealthWorks employees and Great HealthWorks family of companies. Monitor telecom Service Ticket queue for new or open service requests in systems like Web Helpdesk, Inv Gate or Remedy. Serves as liaison to vendors and internal staff to provide support an expertise on all aspects of business communication system. Engages in trouble-shooting telecommunications issues on both TDM and VoIP communications systems. Places phone equipment orders as required or submit requests via Service Desk. Verifies, organizes and sorts deliveries of telecommunication equipment ordered. Maintain telecom profiles for in-house and virtual agents/new employees in all voice applications including but not limited to: Cisco Call Manager, Contact Center UCCE, Presence, Unity ,Calabrio, workforce management and speech analytic. Maintain and update voice portals for carriers including call routes for DIDs, and 8XX. Creates IVR and Auto Attendant call routes and performs IVR software development related to Asterisk Based Phone System, Kamaillio, OpenSIPS and UCCX. Builds custom workflows for Cisco UCCX. Operates call detail recording equipment and programs for all telephone extensions. Configures alerts and Monitoring tools, applications, and servers. Constantly Monitors (with tools, applications, and reporting) telephony systems related to: QoS, Jitter, Packet loss, dropped calls, service levels, server availability, service availability, and drive availability, (and anything else required by the business or management) and then uses these tools to deliver approved service levels to the business. Configures and supports voice gateways, SBCs & SIP Proxy Maintain and inventory licenses in phone systems, servers, quality management, and workforce management systems to ensure they are up to date Perform daily checkups/maintenance/support of the Call Manager, Contact Center Cisco UCCX, Unity, Presence, AQM, WFM, Speech Analytics, servers as well as voice gateways. Administer voicemail, PBX, ACD, IVR, speech analytics, call recording, screen recording, dialing applications and any other communications support needs. Provides training and technical expertise on usage of phone equipment and software including desktop clients, voicemail, chat, dialer applications and other related telephony access to end-users. Works with business users to develop and implement acceptance test plans to ensure that product meets customer requirements and expectations. Other related duties as assigned by management. Required Qualifications: Minimum Education and Experience Bachelor's Degree in IT Related program or relevant Certification is plus (SIP School, Digium, Cisco or SBC's) Working Knowledge of Cisco Call Manager, UCCX, InContact, Asterisk and Kamaillio is a must. Previous experience supporting call center environments preferred Previous experience supporting Cisco environments required Previous experience inspecting network traffic from a voice perspective a plus Knowledge, Skills and Abilities Working knowledge of SAN environments a plus Must be able to read SIP messaging. Working Knowledge of Cisco Call Manager, UCCX, InContact, Asterisk and Kamaillio is a must. Experience with formal change management Knowledge of wire shark or similar products required What We Provide: We offer competitive compensation and benefits including health, dental, and vision plans, employer paid life insurance (1X base salary), paid holidays and paid time off, and 401-k plan with company match. EOE, DFWP Company Description Great HealthWorks is a vertically integrated, direct response marketing company, engaged in the marketing, sales, and distribution of premium natural health-related products and supplements through all forms of media. We are committed to the health and wellness of our consumers and fully dedicated to extraordinary service for our customers. Great HealthWorks understands the importance of partnering with the right vendors, associations and charities to ensure we offer the quality of products and services to meet the expectations of our customers.
• Location: Ft Lauderdale
• Post ID: 78746047 ftlauderdale