Position Overview Provide guidance and oversight of UC and Contact Center related projects. Responsible for strategic telecommunications planning and works with senior IT leadership to coordinate telecommunication plans with those of the business. As a senior member of the UC team, help in escalations from the UC operations engineering staff.
Develops, plans, coordinates and implements Unified Communications, Contact Center and Network infrastructure technologies
Ensures systems management disciplines are applied to assigned network services, domains and technical platforms to provide top tier performance in cost, quality and delivery.
Disciplines include: change and release management, configuration management, capacity and performance management, problem management and monitoring and instrumentation
Provides guidance and assistance to internal and external resources responsible for operations.
Oversees the building, configuration and updating of telecom equipment.
Oversees circuit provisioning, installs, configurations and turn-ups of telecom equipment and service.
Maintains telecom traffic management equipment for the organization
Facilitates scheduled and unscheduled outage notifications to IT leadership and Brand Stakeholders
Ensures proper system maintenance to ensure system stability and meet high availability needs and change management in a multi-customer environment
Inventories networking assets ensuring that the equipment is covered under proper maintenance agreements
Conducts key metric reporting for SLA's, Problem Resolution, System Health, Capacity Management and Hardware and Software life cycle.
Makes recommendations to leadership in regard to equipment, technology and capacity planning.
Participates in and supports IT Disaster Recovery procedures.
Provides technical assistance to engineers to facilitate troubleshooting and problem resolution.
Creates and maintains documentation of design concepts that are developed (including network schematics, high level implementation project plans detailing time lines, budgets, steps required, milestones and resources) along with equipment and software requirements
Maintains compliance with corporate and business unit policies, standards and procedures
Engages in Vendor and IT Partner Management creating an environment that delivers exceptional customer service.
Bachelor's degree in Computer Science, Math, Engineering or related technology and 8-10 years of broadly based, progressive experience in a large Unified Communications, VoIP or Network environment or an equivalent combination of education and experience required
5+ years of experience with implementation and support of CUCM, CUBE, Jabber, WebEx, TelePresence and Unity Connections, SIP signaling, Cisco IOS routing, switching and QoS design and deployment required. Experience with VMWare and Cisco UCCE are a plus.
Cisco Certified Network Associate (CCNA) certification or Cisco Certified Voice Professional (CCVP) certification or equivalent experience.
Leading multiple projects including implementation, refreshes and upgrades
Evaluating technologies and dealing with vendors preferred
Knowledge of Contact Center best practices
Working knowledge of switching, routing, load balancing and firewalls
Working knowledge of PCI, SOX and other security best practices
Ability to navigate in a complex integrated infrastructure
Ability to articulate technical terminology into terms understandable by diverse groups of technical and nontechnical personnel
Ability to build/sustain collaborative relationships with executive management/multiple constituencies
Ability to convert business needs and objectives to technical solutions
Ability to document design concepts that are developed including call flow schematics, high level implementation project plans including time lines, budgets, steps required, milestones, resources, along with equipment and software requirements
At Terminix®, our people bring tremendous pride and integrity to everything we do. In turn, we provide a working environment where these skilled professionals can achieve true satisfaction in their own lives.
We are proud to offer our exceptional associates competitive compensation, comprehensive benefits and outstanding opportunities for professional development. If you're committed to providi...ng the highest level of customer service, we have an ideal opportunity for you. In this position, you will apply company product to customers’ structures according to schedule and as needed based on service requests.
At Terminix, people come for a job and stay for a career. As a Terminix associate, you’ll enjoy excellent compensation and benefits as well as the opportunity for the professional growth and respect that comes from working for an industry leader. Qualified candidates must have a high school diploma or general education degree (GED). We perform criminal background checks, motor vehicle record checks and drug screening.