POSITION DESCRIPTION:
BASIC SUMMARY:
Provide Unified Communications and Unified Contact Center Enterprise support to all corporate locations. Manage network solutions for Cisco UCS Servers and audio visual equipment. Responsible for technical administration of the NICE Systems infrastructure for call, screen recording and associated modules.
DUTIES AND RESPONSIBILITIES:
Provide Unified Communications and Unified Contact Center Enterprise support to all corporate locations.
Design, configure, test, implement and manage network solutions for Cisco UCS Servers and all audio-visual equipment used for board meetings and other communications for top executives and ship yard discussions.
Responsible for project management of new implementation, upgrades, expansions of UCS Servers, audio-visual and network gateways for current offices and new conversions.
Set the direction of network VOIP communication that are secure and enable the business to be successful in all shoreside offices, including Europe.
Support related audio visual and voice services including attendant console, call recording solutions for NICE WorkForce Optimization/Quality Manager, and related systems with UC integration.
Mentor and guide team members and ensure constant communication within the telecommunications team.
Configure, monitor and troubleshoot Cisco Telecommunications and NICE Applications, as well as server infrastructure for data centers.
Perform system administration functions necessary to support continuous day-to-day system operations. Understand and monitor all data system processes in case of system failures, system changes and other issues.
Resolve outages or network issues using expert level technical troubleshooting by isolating issues in order to reduce downtime.
Responsible for communicating and educating business executives on new VOIP features that increase productivity for all business unit and plan rollout of required feature with each department head.
Perform other job related functions as assigned.
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 7 years Cisco IPT support in a call center environment. 5-6 years Network Configuration and support. 1-2 years Call Center Scripting. Demonstrated experience with UCS server infrastructure support, VMware installation and support. Experience with IVR, CTI, Nice Systems and project management experience 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. Excellent written and verbal communication skills to effectively work with team members within the organization.
