Cisco Certified VoIP Engineer

seeking a Cisco Certified Voice Engineer with 5+ years of experience to ensured continued operations for our VoIP telephony and other communications.

The successful candidate will monitor CISCO RTMT, Splunk (SIEM) and other monitoring tools, user and system actions, and logs for problems for proactive resolution. In addition, this position will triage and resolve user tickets and document all remediation thoroughly and accurately. And lastly, develop and implement automation solutions to improve efficiency and accuracy of communications operations.

Critical Duties & Responsibilities
Facilitate Real-time communications for the Department, including Voice, Call Centers, Faxing, Workforce Management, Quality Management, 24-7 Integrated Voice Response Hotlines, and other Call Center scripts

Evaluate and manage the deployment new releases of products including but not limited to Verint Workforce Optimization, Cisco Unified Call Manager, Cisco Unified Contact Center Express, E911 and Emergency Notification Systems, and Biscom Enterprise Fax solutions. Manage and support deployment of new VOIP end-points including phones, VPN phones, and conference phones

Plan, organize, coordinate, assign, schedule, and monitor work with staff to work with business units to design, develop, test, and deploy custom Auto Call Distributor, Computer Telephony Integration and Intelligent Voice Response scripts to support the Agency's goals.

Plan, organize, coordinate, assign, schedule, and monitor installations, upgrades, and maintenance of servers and clients

Collect and analyze data, troubleshoot, and help with decisions

Utilize and adhere to Agile/Kanban methodology and other departmental work management practices and principles and successfully manage assigned projects. Contribute to the use and success of structured project management tools and methods including analysis and design, milestone monitoring and identification of critical path milestones

Work assigned tickets for all supported infrastructure systems and deviceS