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Cisco Telecom Voice Analyst at m&t in Amherst, New York

Posted in Other 30+ days ago.

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Job Description:

Cisco Telecom Voice AnalystBuffalo, NY

At M&T Tech, we're a team of makers, doers, and builders, working to create the most advanced technology solutions in banking. We're not your stereotypical suit and tie bankers: we're an innovative team of leading tech experts, pushing boundaries, and taking risks. We're building an agile team of the most skilled and creative workers to solve complex problems, architect solutions, write high-performance software, and chart our new path, all to make the lives of our customers, and the communities that we serve, better. Join us and be part of something new as we build tomorrow's bank, today.

The Technology Infrastructure Engineering and Operations Team delivers and supports all the foundational technology used across M&T Bank. Supports Two Data Centers, 1 Service Desk, 32,000 End User Computing devices, 14,000 Distributed platforms, 24 Mainframe Regions and process approximately 635,000 automated jobs per month. In addition to that foundational technology level, we also own and deliver End User & Collaboration tools with a focus on Ease of Use for the individual employee. We deliver innovative, and compelling technology solutions to enhance the internal customer experience that enables our business partners to deliver.


Translate business requirements into Telecom technical voice requirements defined in the Provisioning guide, coordinate installations and provide ongoing network operational support

  • Support a network of a 30,000 + IPT devices.
  • Program Cisco VoIP phones and devices using Cisco Call Manager System version: 11.5.x/12.x and following the M&T standard layout.
  • Program Voice mail boxes using Cisco Unity Connections Version 11.5.x/12.x and following the M&T standard layout.
  • Program Cisco Jabber 12.x to M&T standards and trouble shoot issues.
  • Program Video collaboration units within Call Manager
  • Configure new telephones and devices for Voice network features and services (Voicemail, Extension mobility, Mobile connect, Jabber, Verba Call Recording, Call handlers, announcement services etc.) for Bank clients
  • Ability to troubleshoot issues with telephones, voice mail boxes and collaboration units.
  • Ability to use SharePoint to update system records
  • Ability to use Service Now for day to day tasks of work order and problem tickets
  • Excellent customer service skills a must.
  • Hours could very 8:30 AM to 5:00 PM with afterhours necessary for conversions, application upgrades, and problem support.
  • Provide afterhours support as scheduled and on a rotational on call basis.
  • Basic router experience.
  • Provide Client training as required to orient clients on network voice services.
  • Insure all activities are in compliance with internal policies, procedures, and standards.
  • Understand and adhere to the Company's risk and regulatory standards, policies and controls in accordance with the Company's Risk Appetite. Identify risk-related issues needing escalation to management.
  • Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
  • Promote an environment that supports diversity and reflects the M&T Bank brand.
  • Complete other related duties as assigned.

Education and Experience Required:
  • 6 years' experience, with up to 4 from college education
  • 2 years' experience in Cisco Call Center Manager Programming
  • Proficient in the use of MS Office products; (Excel, Word, Powerpoint, Visio)
  • Be able to successfully complete provisioning projects that are on schedule, within budget and receive high

customer satisfaction results
  • Good documentation and training skills
  • Excellent troubleshooting ability
  • Excellent verbal and written communications
  • Independent self-starter

    Education and Experience Preferred:

Cisco Unified Call Manager and Cisco Unity Collaboration solutions and features

Akkadian Software, UCCX and Cisco Emergency Responder experience a plus.