Job Information
Insight Global VoIP Engineer (Call Manager/Contact Center) in Des Plaines, Illinois
Job Description
The VOIP Engineers role within IT Service Delivery is to plan, design, build, install, configure, manage, secure, document, and support the systems within Data Center, Distribution Center, Public and Private Cloud environments, providing resilient, and scalable IT Services to support a fast-growing company. This role will be responsible for developing, documenting, and implementing best practices and standards aimed at optimizing the VOIP infrastructure within the Reyes Holdings Family of Businesses environment. The VOIP Engineer will provide technical expertise, with ability to work on multiple projects and issues simultaneously, focusing on operational excellence and continuous improvement activities for Global IT Operations through ITIL based IT Service Management processes and procedures. The successful candidate must have excellent customer service, written, and verbal communication skills, and must be able to work collaboratively across multiple departments, business partners, and suppliers to meet operational performance and reliability targets. This role is critical in ensuring we collectively achieve our Reyes Holdings IT Purpose: Enabling Business & Employee Success Through IT Services That Anticipate Demand And Simply Work, Anywhere, Anytime.
Position Responsibilities may include, but not limited to:
Provide end to end ownership and accountability for the service delivery, maintenance, and support of the global VOIP infrastructure of Reyes Holdings, and performance of the managed service provider(s).
Design, build, manage, optimize, support, and maintain the Reyes Holdings global enterprise VOIP environment including, but not limited to: CUCM, SIP CUBE,.
Based on industry-best standards, develop and maintain technical standards and system configuration documentation, physical and logical diagrams, knowledge base articles, and runbooks for the proper transition of services to external managed service providers.
Build, maintain, and audit all related documentation as it relates to policies, standards, processes, procedures, topologies/diagrams, configuration, training, service records, support contacts, disaster recovery, and backup/recovery CUCM, SIP CUBE.
Develop and execute automation playbooks to drive Software Defined Networking through scripting (e.g., Python, PowerShell, etc.) and other automation and orchestration tooling such as Cisco DNA Center and Red Hat Ansible Tower and provide knowledge transfer and training to teammates and other functional areas.
Responsible for software and hardware upgrades and EOL/EOS refresh as part of life cycle management, including ongoing security patching and vulnerability remediation according to established policies and standards.
Proactively and reactively identify and remediate network performance issues and act as escalation point to review and resolve technical issues through completion, including root cause analysis and corrective actions.
Provide Tier 3 technical expertise and support and act as escalation point for the IT Service Center and Managed Service Providers to review and resolve technical issues through completion, including root cause analysis and corrective actions.
Participate in an on-call rotation to provide operational support as needed, which may include off hours.
Adhere to and participate in the current and future IT Service Management processes including, but not limited to incident, problem, and change control procedures.
Other projects or duties as assigned.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .
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Skills and Requirements
5+ years VOIP Engineer experience
Experience in Voice, Cisco Call Manager (configure, install, troubleshoot etc.) version 12.5 (at the core Call Manager since version 10 has been the same so should be relevant; moving to version 15 soon)
Knowledge of how calls are made (call agent perspective to the flow through Call manager)
E911
Voice Gateway experience
Contact Center VoIP experience (call in for Call Center)
Unity connection (voicemail)
Webex experience - setting up Webex devices, Video information familiarity (Webex Control Hub experience) UcaaS to CcaaS- moving on prem to the cloud (if they have migration experience from on call Call manager to Call vendor) - will be useful in the next 6 months
Experience setting up agents
Call Manager version 15 null
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.