Infrastructure Engineer

• Work with other teams to acquire, validate, and use seat assignment and other employee data to inform phone build decisions.
• Run exports from the Cisco and Avaya call management platforms to get users’ existing device information..
• Take the above pieces of information and create site cut sheets for each site for the engineers to run.
• Communication with the various teams (including other analysts) on issues, road blocks, and status.
• Responsible for success of their assigned sites, ensuring phones on desks match users assigned to them with the correct phone number.
• Assist with problem-solving and escalation matters related to the Future of Work voice workstream.

Knowledge Skills and Abilities (KSAs)

• Strong written and verbal communication skills
• Ability to multitask and work independently on multiple tasks.
• Working knowledge of Cisco/Finesse/Genesys agent platforms
• Critical thinking and analytical problem-solving skills
• Excellent judgment, decision-making, analytical and communication skills.
• Ability to work collaboratively cross functionally.
• Skilled with Microsoft Excel, comfortable writing and troubleshooting formulas.

Technical Skills (Secondary – Nice to have, NOT MANDATORY):

• 7 years of information technology
• Voice, Video and Collaboration Background