Jr Voice Network Engineer

• Automate routine maintenance and monitoring tasks for the Global Contact Center ACD.
• Develop and implement automation scripts and tools to manage and monitor Telecom infrastructure/Instances.
• Create and deploy automation workflows to manage audio/Video conferencing systems, including proactive health checks and troubleshooting.
• Automate the process of updating and maintaining video conferencing endpoints through centralized management systems.
• Develop automated solutions for call recording and archiving processes to ensure compliance and efficiency.
• Implement automation scripts to streamline CTI environment management and troubleshooting.
• Automate the generation and distribution of regular reports to improve efficiency and accuracy.
• Create and integrate automation solutions for emerging telephony technologies to facilitate seamless deployment and management.
• Automate initial troubleshooting steps for user trouble tickets to reduce response times and improve service levels.
• Develop automation scripts for testing and executing Cloud Contact Center Disaster Recovery plans to ensure reliability and efficiency.
• Automate the configuration and provisioning of IP phones, IP softphones, and Video endpoints to streamline support processes.
• Implement automated tracking and notification systems to manage vendor maintenance requests and activities efficiently.
• Automate communication and ticketing processes with carriers to expedite problem resolution.

You will be successful in this role if you have:

• Extensive experience in designing and implementing cloud-based contact center solutions.
• Knowledge of cloud platforms, such as AWS, Azure, or Google Cloud IaaS and PaaS.
• Strong understanding of networking, security, and infrastructure/cloud components.
• Experience with cloud migration strategies and tools.
• Demonstrates strong knowledge across a wide range of services and solutions.
• Knowledge in emerging solutions, roadmap, and the business applications of technology.
• At least one Microsoft, CISCO, Genesys or Cloud certification credential
• Certifications like AWS Certified Solutions Architect, Azure Solutions Architect, or Google Cloud Certified Architect are desirable.

Core Competencies

• Voice & Cloud Contact Center Technologies Support Service.
• Cloud Contact Center as a Service Nice InContact, 8x8, RingCentral, Amazon Connect, Genesys Cloud, Five9.
• On Premise/Cloud Contact Center Technologies Avaya, Cisco, Genesys
• SIP, VOIP, IP Telephony & Unified Communications, IVR, CTI, Call Recording, WFM, Dialers.