DescriptionSummary: The Jr Voice Engineer's role is to execute the defined strategies for Voice and Collaboration and maintaining the company's hosted IP telephony voice communication platforms and its associated network connections and component hardware. This includes assisting on Voice engineering projects, assisting in planning technology roadmaps, and configuring and optimizing all VoIP and Contact Center systems, applications, and services, both internally and those integrated with Internet-based services. The position entails close interaction and communication with our partners in reviewing requirements, implementing projects and resolving service issues. The Jr Voice Engineer will also be required to maintain systems, documentation, and services in accordance with business SLAs for all organizational IP telephony applications. Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Assist with Moves, Adds, Changes and Deletes for voice users
- Assist with implementing and maintaining Contact Center technology including Five9 IVA and VCC for Call Routing.
- Implementation and configuration of Microsoft Teams Voice and Collaboration tools.
- Five9 Upgrades and configurations.
- Assist partners with branch office voice deployments.
- Maintain and update documentation of the Five9 and Teams Voice Environments.
- Resolve operational issues involving Five9 Voice infrastructure and all UC applications.
- Recognize and identify potential areas where existing policies and procedures require changes, or where new ones need to be developed, especially regarding future business expansion.
- Provide input to management for Voice design and Integration.
- Able to support after hours maintenance including scheduled maintenance windows.
- Participate effectively in an on-call rotation.
- Travel as needed (local and out of state).
- Role requires minimum of 3/2 work week in office.
Qualifications:
- Strong customer service orientation
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Strong interpersonal, written, and oral communication skills
- Adept with Microsoft Office applications, Excel, Visio, PowerPoint and Word.
- Experience with Contact Center operations, skills and routing.
- Strong background in working with user groups to develop needs and requirements.
- Adept at reading, writing, and interpreting technical documentation and procedure manuals
Standards of Performance:
- Professional representation of Open Technology Solutions.
- Job knowledge/timely, accurate and efficient performance.
- Adherence to OTS's policies and procedures.
- Promotes and ensures the highest level of quality member Service is provided to all members.
- Confidentiality of all records.
- Timeliness of meeting regulatory guidelines.
- Compliance of regulatory requirements.
- Cost effectiveness and productivity of departmental operations.
- Success in meeting individual, departmental, and corporate goals.
Supervisory Responsibilities:
Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is required periodically to sit, climb, or balance, stoop, kneel, crouch or crawl and reach with hands and arms.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
- The employee may be required to lift up to twenty-five pounds.
- Job has the following vision requirements: close, distance, color, peripheral, depth perception, and ability to adjust focus.
Work Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- General office environment with low noise levels
- 40-hour on-site work week; on-call responsibilities
- Travel may be required for this position.
Compensation and Benefits:
- Salary range between $ 75,000.00 (min) and $95,000.00 (max)
- In addition, this position is eligible for an annual bonus eligibility with a target payout of 10%, based on company and individual performance.
- The OTS Benefits package includes medical/dental/vision insurance, flexible spending accounts, 401(k) plan with fully vested matching, PTO, life insurance, short-term disability, long-term disability, holiday pay, student loan paydown program, tuition reimbursement, loan discounts, service anniversary bonuses, recognition program. employee referral program, and employee activities.