Voice/ Collaboration Engineer II

About the role

The Voice/Collaboration Engineer will own production support for one or more products or infrastructure components. They will work with senior production support staff on project management, implementations, change management process adherence, and troubleshooting. They will be a point of contact for various stakeholders including business owners, development teams, vendors, client relationship managers, end-users, and the Information Technology Center.

Responsibilities

• Ownership of production environment for the purpose of ensuring product availability and stability
• Ensure product consistency within SEI technology standards
• Perform implementation activities such as client installs, product releases, product upgrades, new product installs, merger and acquisition activity
• Maintain/upgrade production and pre-production environments as needed
• Ensure production and pre-production environments follow industry best practices
• Support the environment (on hours and off hours)
• Participate and own documentation in the product lifecycle process
• Manage multiple and concurrent projects while maintaining day-to-day activities
• Participate in communications via meetings and written communications
• Participate in day-to-day issue management via Ticket request system
• Participation in Enterprise Change Management and Incident Management processes
• Reporting and analysis of service management performance
• On-call duty (rotation), flexible working hours including weekends & holidays

Requirements

• BA/BS degree or equivalent experience preferred
• A minimum of 3 years prior work experience working with an application development organization; must demonstrate experience supporting systems and projects from inception through implementation
• Develop detail level project documentation; project plans, implementation plans, and project test plans
• Develop and implement procedures for ensuring ongoing operations and proactive maintenance of the software or technology

Qualifications

• Strong understanding of SIP, RTP, and VoIP fundamentals
• Experience with codecs, QoS, and call quality troubleshooting
• Knowledge of PSTN connectivity models and number management
• Cisco Collaboration
• Cisco Unified Communications Manager (CUCM)
• Cisco Unity Connection
• Cisco gateways and CUBE
• Dial plans, route patterns, transformations, and calling search spaces
• Contact center knowledge (UCCX/Webex CC)
• Microsoft Collaboration
• Microsoft Teams Phone
• Teams Admin Center
• Calling policies, voice routing policies, and user provisioning
• Operator Connect and/or Direct Routing
• Teams room devices

Skills

• Excellent oral and written communication skills
• Team player and self-starter
• Flexible to help achieve all team project goals
• Self-motivated with an ability to work well within multiple teams
• Goal oriented with an ability to complete tasks on time and within budget
• Manage time and prioritize work depending on changing factors of projects and daily tasks

Benefits

• Comprehensive care for your physical and mental well-being
• Strong retirement plan
• Tuition reimbursement
• A hybrid working environment for most roles
• Support for working parents
• Flexible Paid Time Off (PTO)
• Paid parental leave
• Back-up childcare arrangements
• Paid volunteer days
• Discounted stock purchase plan
• Investment options
• Access to thriving employee networks

Pay

Compensation is competitive and commensurate with experience.

Schedule

Flexible working hours including weekends & holidays.