Lead Unified Communications Engineer

• Lead support in all administrative, planning, monitoring and integration aspects of Call Center Symposium, Converge IVR, In House WebEx, Right fax, Cisco Universal Call Manager and UCCE/PCCE
• Assist with planning the installation, configuration, and design of telecommunication devices and services
• Help secure operation, and participate in disaster recovery preparation
• Contribute with disaster recovery exercises
• Perform research, evaluation, installation, and upgrades of Telecom hardware and applications
• Assist Helpdesk in areas concerning telecommunications
• Work with network administration to resolve connectivity issues
• Be proactive with training and ensure documentation is created
• Troubleshoot, rebuild, recover and tune telecom equipment
• Adhere to standard operating procedures (SOP’s)
• Work closely with business units/end-users, and vendors
• Lead large telecomm projects and ensure staff are effectively performing their tasks
• Help with monthly telecommunication system risk analysis and assessment reports
• Provide support in a 7x24 operation
• Responsible for the daily workflow and leading the work of assigned staff
• Mentor, coach, act as a resource and provide feedback on performance of assigned staff

• Bachelor's Degree (or equivalent education/experience)
• At least 6 years of system testing and integration experience and/or Information Technology (I.T.) Telecommunications
• At least 3 years of lead experience (process, program, or staff)
• Customer orientation
• Timing and prioritization of production jobs to meet deadlines and regulatory compliance
• Critical thinking skills and a team player
• Strong communication (written and verbal), project management, and organization skills
• Display effort on personal growth while contributing to the advancement of the department and company
• Demonstrate working knowledge of telecommunications equipment and software (Cisco UCCE / PCCE, UCM, CVP,VXML,SIP Trunking, Workforce management (WFM) Convergys IVR, WebEx, Jabber, and AVST)
• Demonstrate working knowledge in voice recording technologies such as NICE
• Knowledgeable in intelligence collection systems, identifying and gathering requirements, and supporting operational planning

Cisco Certification in Voice over Internet Protocol (VOIP)

• Paid Time Off (PTO)
• Tuition Reimbursement
• Retirement Plans
• Medical, Dental and Vision
• Wellness Program
• Volunteer Time Off (VTO)