As a member of the Information Technology Services team, the Voice Operations Engineer is responsible for planning, design, configuration, testing and implementation of voice systems that support the needs of the campus and health system enterprise. General responsibilities include fulfillment of voice related project and service requests including voice hardware and software maintenance, voice systems design, automated call distribution configuration, voice messaging, systems testing and performance testing. Additional responsibilities may include project planning, documentation, troubleshooting, network traffic analysis, capacity planning, and development of proposals for improvement of voice network systems or processes. Provides after hours on-call support as assigned or requested.
Demonstrated working experience with Nortel's MSL-100, Nortel Option 81 PBX and Cisco Call Manager switching system, including system architecture, operation and maintenance procedures using Nortel's Maintenance and Administration Position (MAP) system, commands and tables. Required Demonstrated experience with VoIP technology, configuration, design and support of voice servers and associated hardware and software. Required Demonstrated experience applying industry standard communications testing methods and associated equipment such as digital voltmeters, transmission test set, T-Bert Test Equipment, and ISDN protocol analyzer. Required Possess verbal and written communication skills to effectively communicate technical information to audiences at all levels and background; ability to use standard English grammar and punctuation. Required Experience in the operation and maintenance of peripheral equipment such as voicemail/auto attendant, VU-ACD, Interalia recording system, Music on hold (Digital Music Express), SONET Transport. Required Demonstrated analytical ability sufficient to troubleshoot issues, review system reports and identify root cause of issues or problems with voice network; analyze voice network traffic to ensure high quality voice services. Required Skilled in the proper use of small hand tools (screwdrivers, wire wrap and unwrap, pliers, wire strippers) and telephone hand test set equipment. Required Proficiency in basic use of standard office productivity software such as MS Office (Word, Excel, PowerPoint), Outlook, Visio and Internet browsers. Required Ability to move, lift or carry items weighing up to 50 pounds without assistance (assistance can be provided if necessary). Preferred Ability to adhere to standard Service Management processes (Incident, Event, Problem, Change, Service Request) while meeting established service level agreements (SLAs); ability to use service management system for tracking requests/issues. Required Ability and willingness to work after normal working hours to provide support as assigned or needed. Required Bachelor's degree in relevant discipline OR five years (or more) of equivalent experience. Required Experience with Service Management systems such as ServiceNow or COMIT. Preferred Skilled with IP routing/switching technologies and protocols including TCP/IP, IGP, SNMP, QoS, DNS and their best-practices, fault-tolerant use at enterprise scale; experience with voice gateways or H.323, SIP or MGCP protocol. Required Knowledge of programming or scripting to automate administrative tasks and manage network devices. Preferred
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