Voice Engineer

Job Title : Voice Engineer, UCC

Duration : 12 Months contract

Location : Sunnyvale, CA 94086 (Hybrid)

Primary Function of Position :

This position has responsibility for the deployment, support and upgrade of production Zoom Phone, Zoom Meeting, NICE infrastructure supporting worldwide locations.

Test and evaluate voice and video systems for optimum performance in support of ongoing and future business needs. Manage global telecom ISP for SIP trunk and voice circuits.

In addition, this position will review, plan, and evaluate voice systems and work closely with network engineering team on design, configuration, and troubleshooting.

Zoom Phone and NICE contact center focus is a must.

Roles and Responsibilities :

• This position has responsibility and authority for :
• Implementing and supporting enterprise class voice networks to support Zoom Phone, NICE CxOne contact center, SFDC voice, and AudioCode.
• Deploy voice infrastructures in new and existing offices worldwide.
• Proactive management, monitoring, troubleshooting, and technical analysis of the global voice infrastructure.
• Help with the development and implementation of voice, video, and collaboration technology roadmaps globally.
• Perform troubleshooting to isolate and diagnose voice and video problems.
• Design, configure and script NICE CxOne contact center software (ICM, CVP, IP-IVR), third-party software and integrated peripherals systems.
• Call routing, configuration, ICM scripting
• Assist in the development of voice and video network operations processes, procedures, and documentation.
• Manage worldwide telecom vendors to obtain the best voice service

Competency Requirements

• Competency is based on education, training, skills, and experience. To adequately perform the responsibilities of this position the individual must :
• Hands on experience with Zoom Phone, NICE CxOne contact center, and Client
• NICE ICM Enterprise development and deployment experience, including scripting, configuration, and call routing.
• IP-IVR, CVP integration design and deployment
• Experience with Zoom / Poly / Neat Room video conference and integration to Zoom
• Hands on experience with Cisco Cube and Voice Gateways and Zoom Phone
• Minimum of 5+ year hands on experience in Cisco and Zoom voice and basic network engineering is required.
• Strong ability to identify, determine and document customer requirements.
• Solid written and verbal communication proficiencies, quick learning abilities and self-motivated team player.

Required Skills and Experience :

• BS in Computer Science or another similar technical field
• Minimum of 5+ year of hands-on experience in Voice and Collaboration engineering
• Zoom Phone, Cisco Voice, NICE (ICM, CVP, IP-IVR)
• Video conferencing with multi-vendor platform (Zoom, Poly, Cisco)
• Collaboration with Zoom Meeting and Phone
• Good communication and documentation skills
13 days ago