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Voice Network Engineer - Duluth, United States - Specialty Building Products
Description
Specialty Building Products is a people first organization.
You may be wondering, why should I join Specialty Building Products
DUTIES/RESPONSIBILITIES :
Voice System Maintenance and Monitoring:
•Monitor the performance and availability of CCaaS and UCaaS systems, proactively identifying and
addressing any issues or outages.
•Coordinate and communicate routine system maintenance, updates, and patches to ensure optimal
system functionality.
•Analyzing existing VOIP network and phone systems system/ Call Fow Documentation
•Installing Voice hardware modules using communication servers
•Troubleshooting VOIP network issues
•Analyzing Voice systems call flow and security documents.
User Training and Onboarding:
•Conduct training sessions to familiarize new users with CCaaS and UCaaS platforms, ensuring they can
maximize the available features.
Configuration Change Management:
•Manage user profiles, queues, IVR (Interactive Voice Response) configurations, and call routing rules
within the CCaaS system.
•Assist in setting up and configuring UCaaS features, such as video conferencing, presence, and
collaboration tools.
Quality Assurance:
•Monitor and analyze call recordings and interactions to ensure service quality and compliance with
established standards.
•Provide feedback and recommendations for process improvement.
Process Documentation:
•Create and maintain detailed documentation, including user guides, FAQs, and troubleshooting
procedures, for CCaaS and UCaaS systems.
Vendor Coordination:
•Collaborate with CCaaS and UCaaS service providers to resolve complex technical issues and escalate
problems as needed.
Reporting:
•Generate and analyze performance and usage reports for CCaaS and UCaaS systems, providing insights
for management.
EDUCATION AND EXPERIENCE:
•Bachelor's degree in computer science or a related technical field or equivalent combined education and
experience.
•Preferred: CCNA or CCNP Voice Certificate Preferred
•Vendor-specific certifications (e.g., Cisco BroadSoft, Mitel/ShoreTel, Genesys Cloud, Cisco Webex,
Microsoft Teams Voice, and RingCentral) are a plus.
•Ability to maintain the highest level of integrity and confidentiality.
•Seven (7) years of related technical experience.
Specialty Building Products is an equal opportunity employer. It is our policy of Specialty Building Products not to discriminate in hiring and employment on the basis of race, color, religion, national origin, sex, disability, age, military status, genetic information, or other protected class status in accordance with all applicable federal, state, and local laws.