Senior Voice Operations Technician - Remote

Description

Genesis10 is currently seeking a Senior Voice Operations Technician position with a Global Financial Institution located in Charlotte, NC and Plano, TX. This is a 12+ month contract opportunity.

As a Senior Operations Technician, you will be responsible for the support of voice platforms interconnected to the client's transport infrastructure. You will oversee the repair of transport interconnectivity issues with enterprise telephony, Contact Center, MS Teams, and external carriers, while also providing governance of a Managed Service Vendor for voice operations.

Responsibilities

• Support and oversee repair of transport interconnectivity issues with Enterprise telephony, Contact Center, MS Teams and external carriers
• Provide direct engagement, oversight, guidance, and governance of Managed Service Vendor for Voice operations break/fix for SIP Voice Transport, including Ribbon Client and adjunct equipment
• Perform an operations technical role, including guiding technical recovery of in-house voice systems as well as carrier engagements and escalation
• Oversee vendor support for Ribbon, MS Teams, Cisco, Avaya, and adjunct equipment, including E911
• Serve weekly on-call with other team members on a rotational basis

Requirements

• Able to understand and troubleshoot Ribbon Client, Avaya, Cisco Voice, Cisco Telepresence, NICE Regulated Recording, and MS Teams
• SIP Transport Experience, including pulling call logs and reviewing SIP Ladders for call setup issues
• Experience with Client configuration, SIP trunking, and carrier interconnects
• Knowledge of E911 routing and endpoints, Network telemetry, QoS analysis, and SIP call traces
• Experience with ITSM & Process ServiceNow or Remedy for incident and problem ticket management
• Familiarity with MS Teams Direct Routing, Cisco voice systems, and Contact Center environments (preferably Avaya)
• Strong operational and incident management background
• Excellent communications and strong leadership skills
• Vendor oversight experience

Desired skills

• NICE Recording provisioning experience
• Contact Center experience
• Background in Industry Standard Clients, SIP trunking topology design/resiliency, multi-carrier interconnects, and PSTN routing/failover validation
• Experience with E911 implementation for remote and field users
• Familiarity with MS Teams interoperability Clients
• Experience with support ticketing workflows and documentation

Pay range: $58.31 - $66.31 per hour