Cisco Voice (VoIP) Technician II
Fort Worth, TX

Job Description

Overview

Pier 1 Imports is looking for a Telecom Technician II who will be a Senior member of the Network Infrastructure Team and be responsible for engineering, configuration, installation, maintenance, and upgrade of Cisco and Avaya Telecom Environment, voicemail, and Call Center Management Applications. Primary engineering and technical support activities (e.g. application design and support, implementation, diagnostics, operations/user support).

Duties & Responsibilities

* Design, install and configuration standards for Pier 1 telephony infrastructure. Prepare, Plan, design, Implement, Operate and Optimize Cisco UCCX Scripts. Daily support of Customer Service and System Support Call Center environment.
* Escalation support for DC and store phones systems.
* position is also responsible for installing, monitoring, and supporting all Data and Voice connectivity for Pier 1 Imports.
* Supporting Stores, Field Management offices, Distribution centers and the Home office. Interacting with a team of analysts and overseeing the everyday performance of the Pier 1 Network.
* Configure network equipment (i.e. routers, switches, etc.), manage installation of circuits, monitor vendor SLA's, and provide reports to support existing and future network capabilities.
* On call Rotation on a weekly rotation between team members.
* Store and Distribution Centers Travel once or twice a year for store opening preparations and DC refresh where needed.
* Candidate needs to be Capable of working under pressure while handling multiple issues.
* Detailed documentation of all systems, training other team members, researching problems and finding resolutions.
* Meet with customer service and system support departments to ensure that their needs are being met.
* Provide escalation path after-hours and on call support for stores, distribution centers, and the home office. This will include first level troubleshooting and ticket creation for Router and switches in our Network environment.
* Coordinate external vendor work for new technology installations and vendor service migrations for remote sites i.e. stores, distribution centers and field offices. Serve as team leader on technology migrations and vendor relationships

Education & Experience

* Experience supporting large scale enterprise Voice, Voice over IP (VoIP), and Unified Communication solutions.
* Strong knowledge and experience supporting related Voice and Video Technologies.
* Must have excellent analytical skills in voice fault investigation and resolution methodology.
* Experience with Engineering and Operations of Call Manager, TMS, Jabber, SME, MRA, CUCM, SRTS,SRSV, CUE, SIP Trunking, Unity, UCCX Experience in designing and implementing Global Dial Plan Experience in Integrating Unified Contact center with Active Directory.
* Experience with integrating Call Center into CUCM Preferred qualifications CCNA Voice Collaboration CCNP Voice Collaboration CCIE Voice Collaboration.
* Multifaceted experience with troubleshooting LAN and WAN connectivity, DMVPN, DIA, Cable, DSL, etc…
* Knowledge of Microsoft Server/Workstation environment (Windows 2012 and Windows 7 and 10 Preferred)Technical degree or equivalent experience.
* CCNA/CCNP Designations are a plus.
* Experience with monitoring Tools. WhatsUp, Orion, Riverbed, Microsoft excel - vlookups, Pivot tables, Scripting a plus , Programming Perl, Python or equivalent