Previous Job
L3 Network Voice Engineer
Ref No.: 19-00176
Location: Milwaukee, Wisconsin

Main Responsibilities:


  • The role will be involved in support of highly critical production environment and will be engaged in architecture, design and deployment of large range systems along with a team of technically competent professionals.
  • Demonstrate ownership and responsibility in all assignments
  • Enough expertise to identify and recommend changes/improvements to the process and infrastructure design.
  • Provide L3 level support
  • Strong technical aptitude and ability to research and solve complex issues independently
  • Providing emergency intervention in ITIL lifecycle processes Incident and Problem management to provide 2nd / 3rd level support in response to Major Incidents.
  • Managing relationships with key and relevant external IS suppliers, so as to ensure aligned delivery and support activities, optimising opportunities to derive added value and ensure that costs are appropriately managed.
  • Resolve moderate to complex (Critical, P1, P2) incidents and problems effectively and in a timely manner
  • Providing 24X7 production support and available for escalations
  • Responsible for implementation of complex components of a project module, change request.
  • Work in a cross cultural team and communicate effectively.


Desired Skills and Experience


Technical / professional qualifications:


  • 5+ years of Voice & Video Network administration and UCCE experience in large enterprise environment
  • Cisco and other industry standard certifications
  • Good experience in System Fault Tolerance, Voice & Video


Core competencies, knowledge and experience:


  • In-depth understanding of current Voice & Video networking technologies and specialization in Cisco Voice/Video Telephony & Contact Centre Solutions
  • Excellent hands-on technical skills to cover installation, configuration, administration and advanced troubleshooting of voice, video and Contact Centre network in large enterprise
  • Experience of working within a Service environment and technical teams of IT experts
  • Experience of working on ITIL ticketing systems (Service now) and understand ITIL framework
  • Experience in representation in Change Advisory Board (CAB) meetings
  • Experience of being able to highlight issues and solutions
  • Experience of managing outsourced or offshore supplier support groups
  • Good understand and troubleshooting skills for Cisco IP Telephony, Voice Gateway, Video conferencing, voice mail system.
  • Maintain relationships with circuit vendor, Network Device OEMs and other suppliers/ sub-contractors and also act as a single point of contact.
  • Hands on with strong understanding of CUCM, CUBE, Unity Connection, Client.
  • Voice and Video quality monitoring and troubleshooting
  • Manage IP Telephony systems and clusters on multiple Cisco platforms
  • Manage Cisco WLAN handsets
  • Manage the routing of toll-free numbers into CCP
  • Disconnect unused PBX station ports identified during monthly Capacity monitoring and planning activities
  • Support Cisco TelePresence video conference solutions
  • Manage all CCP Equipment interfaces required to enable routing of CTI data to the Contact Center agent
  • Configuration & Troubleshooting of SIP, PRI, E1, T1, MGCP, SRST, ACD & CAC etc.
  • Monitor and report on regulatory and legal changes affecting the communications industry, at the federal, state and local level
  • Experience on traffic capturing and traffic analysing tools.
  • Manage network device backup, restore and reboot etc.
  • Experience in Cisco Prime collaboration tool
  • Strong verbal/written communication skills