POSITION RESPONSIBILITIES:
Analyze, design, configure, install, and manage Norwegian’s enterprise telecommunications system.
Technical administration of Cisco Unified Communications Manager, Cisco Unified Contact Center Enterprise, Cisco Unity Connection, Cisco Jabber, Cisco CVP, and Nice Systems call and screen recording modules.
Configuring, Monitoring and Troubleshooting of Server infrastructure for Cisco and Nice systems in all data centers.
Configuring, Monitoring and Troubleshooting of Cisco Telecommunications and Nice Applications.
Assist the network team as requested on the installation and configuration of Cisco Voice Gateways – ISR Routers with SRST, CUBE Routers and Analog gateways (VG224s).
Configuration and Troubleshooting of SIP circuits and equipment.
Provides system “on call” support required to bring production systems to an operational state. Oversees diagnosis and problem determination activities, to resolve any technical problems that may occur.
Perform system administration functions necessary to support continuous day-to-day system operations. Required to understand and monitor all data system processes in case of system failures, system changes or other notable issues warranting escalation.
Perform expansion, relocation, or consolidation of voice infrastructure for all corporate locations as needed.
Support related voice services including attendant console, call recording solutions such as Nice Work Force Optimization/Quality Manager, and related systems with UC integration.
Interact with vendors of voice equipment, network equipment, voice and data circuits, including maintaining support contracts with all vendors.
Perform other job related functions as assigned.
This position supports the telecommunications infrastructure and software across 2 data centers and 3 domestic offices. Future responsibilities will include support for other company telecommunication locations worldwide. Currently the domestic infrastructure supports over 800 call center team members and over 1200 phone systems users.
KNOWLEDGE AND EXPERIENCE:
EDUCATION: Bachelor’s Degree in Computer Science or related field of study or any combination of equivalent relevant experience. Cisco CCNA Voice or CCNP Voice certification required.
EXPERIENCE: Minimum 4 years of Cisco IPT support and planning experience. Demonstrated experience with UCS server infrastructure support, VMware installation and support. Experience with IVR, CTI, and Nice Systems also strongly preferred.
KNOWLEDGE & SKILLS: Deep knowledge and understanding of voice network systems and Server IT infrastructure for support, maintenance and planning purposes. Thorough understanding of voice network architecture and problem solving. Ability to create enthusiasm among team members while embracing positive change.
