IT Technical Specialist II - Voice

At Arbella, we're focused on people. We work hard to attract and retain the best. That means providing a great work environment, encouraging work/life balance, offering flexible work arrangements, competitive salaries and exceptional benefits packages. We invest in our employees and encourage them to grow so that we, too, can grow as a company.

Other perks include:

• On-site gym and fitness classes and one-on-one personal training

• On-site nurse, nutritional counseling, and mental health resources

• Full-service cafeterias

• Free shuttle service to Quincy Adams T Station

• Tuition assistance programs

• Opportunities to get involved:
Arbella Activities Committee, Diversity and Inclusion Council, and more

• A company committed to community: volunteer opportunities, employee-led community efforts,
and the Arbella Insurance Foundation

• Robust training, mentorship, and professional/personal development programs

• Colleagues who genuinely care about each other

Arbella is committed to building a workplace that's diverse, inclusive, and equitable for everyone. We've created a culture that supports a diverse workplace where all are valued for their talents and are empowered to reach their full potential.

It's no wonder our employees have voted Arbella one of the Boston Business Journal's "Best Places to Work" every year since 2009!

Under minimal supervision, the technical specialist II in the voice engineer role will participate in the planning, development, and support of telecom and voice technology solutions. The technical specialist II will perform daily & weekly tasks to ensure the availability, performance, health and operations of the voice systems and services, including tasks of monitoring of Microsoft Admin Portal & Voice Dashboard, Carrier Service Portals, ITSCM Incident and Service request review and acknowledge:
They Lead small size efforts to include direction of technical and portfolio teams and drive decisions with moderate supervision.

The engineer develops and demonstrates technical and operational understanding of more complex responsibilities through day-to-day monitoring and triage of trouble ticket management and collaboration with senior voice engineers.

Key Responsibilities:

• Voice System Administration:
• Daily Management of MACD Assignments
• Review and address all teams voice service requests and incidents
• Maintain DID and TFN system of record for accuracy
• Monitor and acknowledge carrier portal activity
• Ongoing review and adjustments of Voice Service workflows and documentation.
• Participate in and support maintenance windows for change request.
• Voice Carrier Service Administration:
• Monitor, Manage and Support Call Tower & Microsoft Teams Reporting and Admin portal
• General IT Support:
• Provide technical support to ITSC
• Manage Cherwell incidents and service requests assigned to Voice Services
• Participate in on-call rotation

Key Requirements:

• Knowledge and experience with Telecom technologies is specific to MSFT UC TEAMS VOICE, IP Telephony. Call Reporting, Call routing fundamentals.
• Knowledge of End User voice services. IP Phones, Sip/H.323 endpoints, CDR, Remote worker, Softphone. ATA, Audio Code.
• Strong understanding of e.911 Services and configuration within UC systems, Compliance Laws.
• Good Knowledge of Microsoft Teams admin console, feature, licensing enablement and administration.
• Foundational knowledge in call routing methodology such as Skills, Proficiency, Hunt Groups, calling search space, CDR, call tracing, dial plan, auto attendant.
• Knowledge of telecom carrier services, SIP trunking, Number Porting. MACD
• Excellent customer service, communication and collaboration skills.

Our current reasonable and good faith estimate of the annual salary wage range for this position is approximately $76,000 to $95,000 based on a variety of factors including, but not limited to, relevant skills and experience, educational background and certifications, performance and qualifications, market demand for the role and other organizational needs.

Please note:

The advertised pay range is not a guarantee or promise of a specific wage.

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