Suryl, LLC Hiring for Telecommunications Specialist Job at Oklahoma City, OK Full Time

In this position you will handle various aspects of Voice/Telecommunications and Contact Center technologies. You will provide technical knowledge for tasks or technology assignments and utilize necessary skills to meet project or task objectives. Candidates should have a high level of competency in voice, telecommunications, and contact center systems, and a good working knowledge and conceptual understanding of networking systems.

The candidate should be self-motivated and able to contribute to multiple work efforts, projects, and initiatives that are aligned with the business requirements.

This position will participate in the implementation, ongoing support, and project initiatives of all corporate IT Voice infrastructure related technologies throughout the company. This position responds to potential or identified voice system and application failures and resolves outages, performance issues, or integrity problems of routine and moderate complexity using standard troubleshooting procedures and established guidelines.

Job Duties:

· Ability to perform analysis, diagnosis, and resolution of voice technology issues for end users; recommend and implement corrective solutions

· Provide tier 2 escalation support for Help Desk for telecom and contact center related technical issues

· Maintain Knowledge Base documentation for problem resolution

· Assist voice engineering teams as needed with setup, configuration, administration, and maintenance of system software

· Perform software/firmware and configuration uploads and checks to ensure the system performs properly

· Support multiple disciplines for technical escalations and work with other team members on resolutions as needed

· Must be well rounded with business office professional skills; verbal, written, collaboration, accountability, ownership, motivation and follow-through

· Provide end user training and support for deployments

· Travel to client sites as required

· Receive and prioritize service requests from project managers and fit them into the schedule

· Schedule and dispatch work orders and other pertinent job information to field technicians

· Schedule emergency requests and adjust existing schedules to work without disruptions

· Must have experience manipulating pdf’s

· Audit and review work tickets, receipts, and meeting topics

· Consider variables such as geography, skill, and availability when making scheduling decisions in order to reduce overtime, job delays, mileage costs

Required Qualifications:

· Associate Degree or higher

· Attention to detail is a must

· Must have excellent communication skills and possess high-level problem solving and diagnostics abilities and be able to perform advanced troubleshooting on infrastructure related devices

· Be a team player and possess excellent interpersonal qualities

· Experience with Cisco CUCM or Avaya Telephone Systems, (Nortel a plus); VoIP Technology, and Voicemail systems. (Past or current certifications/courses or experience supporting a large multi-site voice infrastructure and VoIP environment is a plus)

· Experience with Cisco UCCX/PCCE or Avaya Contact Center systems and associated applications

· Must be well versed in interacting with networks (wired or wireless) and must be able to support networked solutions for VOIP and audio conferencing

· Perform routine telecom system administration functions (MACD), including voice mail

· Experience with voice and network circuit troubleshooting and carrier issues

· Experience in client desktop and configuring/optimizing all systems and services

· Proficient in MS Office (Outlook, Word, Excel, Visio, etc.)

· Must have a clean driving record, the ability to pass a drug screen, and pass a federal background screening

Desired Qualifications:

· Bachelor’s Degree or equivalent IT experience

· CCNA or CCNP (Routing/Switching or voice)

· Experience with administration of Avaya Contact Center applications including –

o Avaya Aura Communications Manager (CM)

o Avaya Elite Multichannel (EMC)

o Avaya Enablement Services (AES)

o Avaya Experience Portal (AEP)

o Avaya Session Manager (SM)

o Avaya Breeze

o Avaya Contact Pro

o Avaya Call Center Elite

o Avaya One-X Agent

o Symbee

o Calabrio

o Spok Intellidesk

o SAP

o Nuance ASR

o Centrical Gamification

· ITIL Certification

Job Types: Full-time, Contract

Pay: From $22.00 per hour

Benefits:

• Health insurance
• Paid time off

Schedule:

• 8 hour shift

Experience:

• Cisco CUCM: 4 years (Preferred)
• Avaya Telephone Systems: 4 years (Preferred)
• Cisco UCCX/PCCE: 4 years (Preferred)
• VoIP Technology: 4 years (Preferred)

Work Location: One location