Network Voice Consultant
About the role
The Network Voice Consultant (L2 level) is responsible for managing and maintaining the Cisco IP telephony network infrastructure at St Joseph Regional Health. The role requires expertise in CUCM & Unity Connection versions 11.x and 12.x, including configuration of IP phones, end-users, CSS, partitions, route patterns, and route groups. Additionally, the consultant must have a deep understanding of VoIP, MGCP, H.323, and SIP services, as well as familiarity with Avaya Blue CS1K systems and PSTN protocols.
Responsibilities
- Add and manage IP phones, end-users, CSS, partitions, route patterns, and route groups in CUCM & Unity Connection 11.x and 12.x.
- Configure and manage Unity Connection Voice Mail services.
- Handle VoIP, MGCP, H.323, and SIP services.
- Manage Avaya Blue CS1K multi-group systems and related servers such as call pilot, signaling server, SMGR, NRS, and Avaya Aura contact center.
- Configure and manage Nortel/Avaya IP, digital, and analog phones in PBX, Spectra-link phones.
- Perform jumper cabling, patching, and port movement for Nortel TN phones.
- Provide technical support for Nortel/Avaya IP telephony network infrastructure.
- Independently resolve tickets within Service Level Agreements (SLAs).
- Adhere to standard operating procedures and work instructions.
- Follow the escalation process and shift handover procedures.
- Update work logs and maintain the knowledge base.
- Technically upgrade across versions of the environment as required.
- Ticket monitoring and on-call support.
- Knowledge of key technologies: CUCM & Unity Connection 11.x and 12.x, SIP, MGCP, and H.323 gateways, UCCX 11.x and 12.x for IMACs, basic scripting knowledge of UCCX.
Requirements
The ideal candidate should have expert-level experience in handling Cisco IP telephony network infrastructure, independently resolving tickets within SLA, and following standard operating procedures and work instructions. Good communication skills are essential, and the role requires 24x7 availability for on-call support.
Qualifications
- Broad understanding of CUCM & Unity Connection versions 11.x and 12.x.
- Good understanding of Unity Connection Voice mail services.
- Good understanding of VoIP, MGCP, H.323, and SIP services.
- Expert knowledge of Avaya Blue CS1K multi-group systems and related servers.
- Knowledge of configuring Nortel/Avaya IP, digital, and analog phones in PBX, Spectra-link phones.
- Experience with jumper cabling, patching, and port movement for Nortel TN phones.
- Technical expertise in handling Cisco IP telephony network infrastructure.
- Ability to independently resolve tickets within SLAs.
- Strong adherence to standard operating procedures and work instructions.
- Experience in following the escalation process and shift handover procedures.
- Experience in updating work logs and maintaining the knowledge base.
- Experience in technically upgrading across versions of the environment as required.
- Experience in ticket monitoring and on-call support.
- Knowledge of key technologies: CUCM & Unity Connection 11.x and 12.x, SIP, MGCP, and H.323 gateways, UCCX 11.x and 12.x for IMACs, basic scripting knowledge of UCCX.
Skills
- Expert level experience in handling Cisco IP telephony network infrastructure.
- Independent problem-solving and resolution of technical issues.
- Effective communication skills.
- Ability to work 24x7 for on-call support.
- Technical proficiency in CUCM & Unity Connection 11.x and 12.x, SIP, MGCP, and H.323 gateways.
- Basic scripting knowledge of UCCX.
Pay
Negotiable based on experience and qualifications.
Schedule
24x7 availability required for on-call support.