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
Notes :
- Should have strong communication skills
- Experience working with large teams
- NICE CxOne contact center experience is main preference
- Experience with SFDC
- Implementation experience is needed
- Support and implementation experience
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