Voice Engineer

Job Title

Interview:
Video Visa: USC, GC

Location:

Woodland Hills, CA or Oklahoma City, OK (Candidate must be local to either of these locations)

Description:

Please make sure to target administrators and not engineers for these positions.

These roles are to follow up on the successful PS project we just wrapped up for Farmers implementing a new UC environment. Now, we are also going to own ongoing support.

The primary function is to manage and resolve service tickets for IPT and UCCE. Definitely an Admin, don't need an Engineer.

1. Base telephony ticket resolution

2. UCCE administration

If we had to estimate time allocation between the roles, would it be something like:

• 70% Base telephony ticket resolution
• 30% UCCE administration, reporting and CVP
• Representative tasks in support of IPT and UCCE operations
• General MACD remote support
• Username edits
• Phone profile customizations (buttons)
• Edit covering extensions
• Edit hunt groups
• Edit pickup groups
• Edit CSS assignments
• Unlocking Unity voice mail accounts
• Edit analog devices, such as fax or modem services
• Assigning new extensions with voicemail as directed
• Update CER to align with specific changes as directed
• Make recommendations on patch management
• Participate in incidents and troubleshooting, such as upgrades, outages and project work
• Assign agents to call flow group
• CER Support
• UCCX Support (Auto-Attendants and Dial by Extension Menus)
• Including CTI Route Points Associated with UCCX
• Pull and Analyze RTMT logs
• Help Monitor and Troubleshoot system issues where applicable
• Call Transfer
• Call Drops
• UCCE Agent Setup
• Finesse
• CUIC
• CVP Call Script Updates
• Finesse Phonebook updates