Video & Voice Engineer III

JOB SUMMARY

Under minimal supervision, the Video and Voice Engineer III ensures the integrity and stability of all enterprise telecommunications based systems by leading the design, installation, configuration, monitoring, maintenance, and support of all telecommunications services. Consult with internal teams and departments to leverage telecommunications technology resulting in improved business processes and solutions.

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Responsible for all design, installation, programming and maintenance for highly complex enterprise voice platforms ensuring the secure, stable, optimal operation of company’s TDM and IP voice infrastructure.
• Advise on telephony and video conference project plans for various sites (micro, moderate, multitier, etc.).
• Provide expertise in the design planning, system specifications for implementation and execution of approved plan.
• Provide monitoring and alerting status to leadership as well as leading troubleshooting and escalation items from customers, leadership and the support team.
• Develop long term strategy for design and implementation of global telephony and video conference plans.
• Plan designs and implementation for disaster recovery and restoration scenarios. Directs and leads the restoration and issue resolution efforts during major outages.
• Evaluate capacity for telephonic servers and circuits. Creates strategic plans to address capacity needs and ensure business continuity.
• Monitor phone, video and web conference usage and stats and assists in reporting this data.
• Assist customers with room setup, conference creation and instructions on use of conferencing systems.
• Diagnose and resolve system issues utilizing tools such as:
  Web Ex Admin Tool, TMS, Avaya Meeting exchange.
• Research, troubleshoot and resolve escalated telephony and video conference network issues, IP connectivity issues, NIU (Network Interface Unit) issues. Provides expertise in troubleshooting assistance to tiered support and field personnel.
• Design, manage and analyze switch data architecture. Supports and monitors switch hardware, to include Voice over IP switches. Supports Switch software upgrades.
• Provide configuration designs and implement Voice and Video systems for Charter's platforms.
• Act as a liaison to other functional groups within Charter.
• Collaborate with customers to understand their on-going needs and to plan for future needs.
• Assist with documentation and support of voice platform implementations.
• Assist in identifying, ordering, disconnecting and supporting internal and 3rd party voice circuits.
• Advise field personnel on carrier configuration.
• Adhere to industry specific local, state, and federal regulations, as applicable.
• Provides training and assistance to telecom employees.
• Performs other duties as requested by supervisor.

• Ability to read, write, speak and understand English
• Ability to perform complex tasks in order to monitor, tune and diagnose problems while troubleshooting Collaboration infrastructure and end user impacting issues.
• Expert knowledge of telecommunication protocols and telephony network architecture.
• Expert knowledge of IP networking and routing protocols
• Excellent IP network, VoIP and QoS troubleshooting capabilities. Certification is a plus.
• Hands on experience with the management and support of Session Border Controllers or similar technologies
• Ability to use personal computer and software applications
• Knowledge of company products and services
• Operation Support
• Infrastructure management
• Monitoring
• System Documentation
• Capacity Planning
• Traffic Engineering
• Circuit Acceptance
• Incident Response
• Performance Analysis
• Ability to identify technology uses and advise leadership on new tools, softwares and options related to Voice and Video Products.

Bachelor's degree in related field or equivalent work experience

5+ years of Network configuration work experience

5+ years of Voice operations experience in provisioning, administering, supporting TDM and VoIP telephony platforms

Valid driver's license with satisfactory driving record within Company required standards

Office Environment

Occasional evening and weekend work to meet deadlines and/or significant support issues.

On-call work may be an essential function of the job.

Sitting for extended periods of time.

Dexterity of hands and fingers to operate a computer keyboard or mouse, and to handle other computer components.

Lifting and transporting of moderately heavy objects, such as computers and peripherals.

Minimal travel required.