Enterprise Voice Support Specialist

We are seeking an experienced and technically proficient Enterprise Voice Administrator to join our team.

The successful candidate will be a key contributor responsible for the administration, maintenance, and first-level technical support of our Global Network Voice Infrastructure. This includes managing our MS Teams Phone System, Cisco Unified Communication Manager Infrastructure, and Cisco Webex Contact Center, ensuring high availability and optimal performance for global enterprise responsibilities:

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2. Provide comprehensive administration and maintenance for the Global Network Voice Infrastructure, ensuring its stability and operational efficiency.">
3. Manage and maintain the MS Teams Phone System, specifically focusing on Direct Routing configurations with Ribbon Session Border Controllers (SBCs).">
4. Administer and support Cloud Contact Center technologies, preferably with hands-on experience in Cisco Webex Contact Center.">
5. Oversee the administration of Cisco Unified Communication infrastructure, including Cisco Unified Call Managers (CUCM), Cisco Unity Connection, Cisco Voice Gateways, and Cisco Expressways.">
6. Collaborate effectively with Service Providers to resolve issues related to ISDN PRIs and SIP Trunks, ensuring reliable voice connectivity.">
7. Apply strong knowledge of IP, TCP, UDP, and network routing protocols to troubleshoot and support voice connectivity across the network.">
8. Work with various voice applications such as E911, speech attendants, Interactive Voice Response (IVR) systems, and call accounting solutions.">
9. Act as a central point of contact for voice-related technical support requests, emphasizing superior customer service for employees worldwide.">
10. Responsible for the end-to-end ownership of incident creation, resolution, and closure for voice infrastructure issues.">
11. Utilize current problem and knowledge management software (e.g., ServiceNow) in accordance with standard operating procedures to track all inbound calls, emails, and service requests related to voice systems.">
12. Actively listen to customer requests, confirm understanding of the voice issue, diagnose the problem, and provide accurate, timely solutions.">
13. Document all call information, including troubleshooting steps and successful resolutions, to contribute to the knowledge base.">
14. Be available for 7/365 support in a 24x7 shift model, including on-call rotations, to ensure continuous voice service availability.">
15. Interpret customer needs, communicate clearly and concisely via email and telephone, and demonstrate outstanding customer service and troubleshooting skills for voice

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• 3-5 years of experience in administering Enterprise Voice solutions and their underlying voice protocols.">
• Direct experience on MS Teams Phone System with Ribbon Session Border Controllers for Direct Routing.">
• Experience on Cloud Contact Center technologies, preferably Cisco Webex Contact Center.">
• Strong knowledge and hands-on experience in the administration of Cisco Unified Communication infrastructure, including Call Managers, Unity Connection, Voice gateways, and Cisco Expressways.">
• Experience working with Service Providers on issues related to ISDN PRIs and SIP Trunks.">
• Solid knowledge of IP, TCP, UDP, and network routing protocols in support of voice connectivity.">
• Working experience with voice applications such as E911, speech attendants, Interactive Voice Response (IVR), and call accounting.">
• Experience or knowledge on Incident, Request, Change, and Problem management processes.">
• Bachelors degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).">
• Minimum of two years practical experience in a corporate service-desk or technical support environment.">
• Good verbal and written communication skills, with clear enunciation over the telephone.">
• Strong troubleshooting skills applicable to voice

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• Experience in scripting/programming language like Python or PowerShell.">
• Certifications such as MS-700 (Managing Microsoft Teams) or MS-720 (Microsoft Teams Voice Engineer).">
• Cisco Voice Certifications (e.g., CCNA Collaboration, CCNP Collaboration).">
• Contact Center experience beyond administration, potentially including design or implementation.

Job Type: Full-time