Voice Engineer

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Responsibilities

The Voice Engineer will work on a complex distributed telephony/call center system using versatility and passion for maintaining extremely high quality service provider-class platform for telematics call control applications.

Key Areas of Responsibility:

  • Troubleshoot the Verizon Telematics telephony platform and maintain the operational platform status. 
  • Assist in developing new telephony features and functionality. 
  • Plan and deploy system-wide and/or component level upgrades to hardware and software
  • Engineer highly visible dashboard reports for understanding platform trends, capacity planning, and partner SLA management. 

Qualifications

  • Experience with Linux/Unix OS system administration, configuration, troubleshooting, performance tuning, preventative maintenance, and security procedures.  
  • Have experience with other vendor’s ACDs(Avaya, Interactive Intelligence, etc) Open-source platforms for call flow design and control (Asterisk, FreeSwitch, FreePBX, etc.), Oracle DBs, XML, UNIX and Linux.
  • Troubleshooting skills and ability to understand complex relationships between components of multi-tiered applications and how each system is interconnected. 
  • Basic understanding of VoIP - SIP, VoIP backhaul (PRI). 
  • Understands carrier-based advanced features, OSI layers, computer telephony integration (CTI), VoIP, SIP, and various types of call routing. Understanding of VoIP architectures (SIP) and Interactive Voice Response (IVR).
  • Oracle Contact Center Anywhere (CCA), formally Telephony@Work., installations, configuration call flows and troubleshooting.
  • Ability to work independently as well as part of a team.  Outstanding customer service skills.  Excellent communication skills for interaction with users at all levels.  Strong ability to manage multiple projects and rapidly changing priorities.  Takes initiative for self-management.  Attention to detail is required. 
  • Cultivates and maintains positive relations with customers and IT staff.   Fully understands how the business relates to the technical aspects of the position.   Demonstrated ability to manage multiple priorities and drive projects to closure. 

Education:

B.A. or B.S. Degree in computer science, engineering, or related technical field

Equal Employment Opportunity

We are an equal opportunity employer m/f/d/v.