InComm

  • Voice Engineer II

    Job Location US-GA-Atlanta
    Type
    Full-Time
  • Overview

    Leveraging deep integrations into retailers’ point-of-sale systems, InComm provides connectivity to a variety of service providers that allow consumers to conduct everyday business at more than 450,000 points of retail distribution worldwide. Whether those consumers are activating prepaid products, paying bills, enjoying real-time discounts through a membership card, purchasing digital goods in-store or adding funds to an online account, InComm is there to provide unique gift-gifting opportunities, cater to on-the-go shoppers, deliver added value through loyalty programs and serve cash-based consumers. With 186 global patents, InComm is headquartered in Atlanta with a presence in over 30 countries in North and South America, Europe and the Asia-Pacific region. Learn more at www.incomm.com or connect with us on www.twitter.com/incomm, www.facebook.com/incomm, www.linkedin.com/company/incomm or www.incomm.com/blog.

    About This Opportunity

    The Voice Engineer II will work on projects to improve, maintain, and support the InComm global telephony environment. 

    Responsibilities

    • Work on projects of all scopes by attending project meetings, collaborating with other voice engineers, and implementing system and design changes.
    • Develop, Support and implement IVR’s utilizing the following: UCC framework, CVP, Cisco ICM, Cisco Call Studio, CVP Java APIs, J2EE and JSON
    • Perform configuration changes on CUBE, CUSP, AW/HDS, ICM, and other UCCE components for new or existing IVRs, agent routing, connecting to external PGs, etc.
    • Maintain and improve existing CUBE/CUSP configurations, AW/HDS configurations, and ICM configurations. Proactively resolve potential problems on these systems.
    • Design dial plan configurations and implement them across the voice network.
    • Troubleshoot VOIP issues throughout the voice network
    • Help design and implement monitoring and maintenance plans for Cisco UCCE servers and equipment as well as customer-facing and employee-facing IVRs
    • Perform preventative maintenance activities and participate in business continuity and disaster recovery planning
    • Work alongside other voice engineers to integrate the Cisco voice network with existing PBX’s and other voice equipment
    • Cross train with other engineers for PBX, Call Center, and IVR to maintain and manage add/moves and changes.
    • Provide accurate and creative technical solutions to problems which also align with industry best practices
    • Work with other contact center engineers, voice engineers, customer care team members, and external telecom carrier resources in support of a large telephony environment
    • Work independently as well as collaboratively with team members of all levels; consult with stakeholders when appropriate.

     

    Qualifications

    • Strong written, oral communication, and interpersonal skills, as well as the ability to explain complex concepts to both technical and non-technical audiences
    • Experience writing technical and user-friendly documentation.
    • Excellent analytical and troubleshooting skills with end-user customers.
    • Comprehensive knowledge of VOIP, SIP and RTP protocols, Cisco routers, CUBE/CUSP configurations, AW/HDS configurations, ICM configurations, media servers, and VXML gateways.
    • Working knowledge of Active Directory, DNS, IVRs, media servers, and Cisco CVP
    • Minimum of 4+ years of experience in Cisco UCCE experience
    • Preferred CCNP (Cisco Certified Network Professional)
    • Basic Java programming knowledge a plus
    • IVR development experience a plus
    • Basic XML syntax knowledge a plus
    • Experience with Empirix VoiceWatch and/or Empirix Hammer a plus
    • Experience with Genesys PureConnect or PureEngage platforms a plus

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed