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Job Description
- Engineer, design, and maintain a complex enterprise deployment of Cisco phone technology.
- Design and maintain an expanding call center infrastructure at the university.
- Provide ongoing operational support and troubleshooting of production networking issues, with a strong emphasis on VoIP.
- Both day-to-day operations and project work pertaining to our Cisco telephone solution.
- Continued validation and improvement of system performance, quality, and reliability.
- Provide Level-3 training and technical support for the University Service Desk.
Job Requirements
- Knowledge of networking protocols and networking theory, with hands on networking experience in a complex enterprise environment.
- Hands on work with Cisco routers and switches, including configuration and deployment.
- Ability to work on weekends, early mornings and evenings, as needed.
- Experience with call analysis tools, monitoring tools, and work with Call Detail Records.
- Experience with network management and monitoring tools.
- Strong, up-to-date experience with all major Cisco telephone applications, including Call Manager, Unity, Emergency Responder.
- Technical experience managing Call Center applications, including scripting, call routing, and reporting. Strong knowledge of Cisco Contact Center needed.
- Deep understanding of VoIP call flow and routing.
- Ability to install both major and minor upgrades to telephony infrastructure.
- Excellent understanding of the technical relationship between networking architecture, VoIP system architecture, and third-party telephony carriers.
- Experience with SIP and hands on knowledge of Cisco CUBE routers.
- Demonstrated expertise in analyzing and solving complex technical problems.
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