Job #: 2206
Title: Audio Service Manager
Provide day to day support and implementation for all of the below systems:
Cisco Unified Communications Manager
Cisco Unity Connection
Avaya Communication Manager
Cisco Voice Gateways
Audio Codes Devices
Cisco PCCE, Calabrio, Finesse
Skype for Business Enterprise Services
Manager for technical support and implementation in the following: CUCM, Unity Connection, Avaya Communications Manager, Modular Messaging, VG224/204, IP Communicator; Provisioning, Capacity, Cisco Voice Gateways, SRST and call center support including Cisco PCCE, CUIC, Calabrio, Finesse, SIP, Skype for Business Enterprise Services and Nectar technologies.
Provides technical training and knowledge base for other team members.
Produces documentation for all VoIP, Contact Center and Skype for Business technologies.
Working knowledge of CER, Avaya Site administration and RTMT.
Responsible for delivery of end results from turnkey solutions.
Support for 1st level support as needed.
Assist in problem management in regards to voice systems.
Research, test and implement new features to help with user productivity.
Serve as SME on incidents for voice troubles.
Develop and provides training to end users on respective voice services and systems. Supports business customers in the implementation, maintenance and support of all elements of the infrastructure.
Responsible for the delivery of end results focused on operational excellence.
Research quality of calls for Skype for Business through Nectar technologies.
Report on quality of calls for Skype for Business through Nectar technologies.
Works independently and leads problem determination efforts requiring assistance from cross functional teams for the most complex situations.
Implement changes for change management as applicable for all voice technologies.
Maintain Solar Winds database for monitoring purposes.
On call rotation.
SIP provisioning and submission of orders.
SIP reporting and metrics.
BBA preferred in related technologies.
Cisco certification preferred