JOB SUMMARY Under minimal supervision, the Video and Voice Engineer III ensures the integrity and stability of all enterprise telecommunications based systems by leading the design, installation, configuration, monitoring, maintenance, and support of all telecommunications services. Consult with internal teams and departments to leverage telecommunications technology resulting in improved business processes and solutions. Additionally, this role assists with account creation, customer service requests, new phone builds, and new conference room setups serving as the escalation point for complex troubleshooting efforts.
MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support all efforts to simplify and enhance the customer experience.
Responsible for all design, installation, programming and maintenance for highly complex enterprise voice platforms ensuring the secure, stable, optimal operation of company's TDM and IP voice infrastructure.
Advise on telephony and video conference project plans for various sites (micro, moderate, multitier, etc.).
Provide expertise in the design planning, system specifications for implementation and execution of approved plan.
Develop long term strategy for design and implementation of global telephony and video conference plans.
Plan for disaster recovery and restoration scenarios. Directs and leads the restoration and issue resolution efforts during major outages.
Evaluate capacity for telephonic servers and circuits. Creates strategic plans to address capacity needs and ensure business continuity.
Monitor phone, video and web conference usage and stats and assists in reporting this data.
Assist customers with room setup, conference creation and instructions on use of conferencing systems.
Diagnose and resolve system issues utilizing tools such as: WebEx Admin Tool, TMS, Avaya Meeting exchange.
Research, troubleshoot and resolve escalated telephony and video conference network issues, IP connectivity issues, NIU (Network Interface Unit) issues. Provides expertise in troubleshooting assistance to tiered support and field personnel.
Design, manage and analyze switch data architecture. Supports and monitors switch hardware, to include Voice over IP switches. Supports Switch software upgrades.
Act as a liaison to other functional groups within Charter.
Collaborate with customers to understand their on-going needs and to plan for future needs.
Assist with documentation and support of voice platform implementations.
Assist in identifying, ordering, disconnecting and supporting internal and 3rd party voice circuits.
Advise field personnel on carrier configuration.
Adhere to industry specific local, state, and federal regulations, as applicable.
Provides training and assistance to telecom employees.
Performs other duties as requested by supervisor.
REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge Ability to read, write, speak and understand English Expert knowledge of telecommunication protocols and telephony network architecture Expert knowledge of IP networking and routing protocols Excellent IP network, VoIP and QoS troubleshooting capabilities. Certification is a plus. Hands on experience with the management and support of Session Boarder Controllers or similar technologies Ability to use personal computer and software applications Knowledge of company products and services Specific areas of accountability include: Operation Support Infrastructure management Monitoring System Documentation Capacity Planning Traffic Engineering Circuit Acceptance Incident Response Performance Analysis
Education Bachelor's degree in Telecommunications or related field or equivalent work experience
Related Work Experience 5 plus years Network configuration work experience 5 plus years Voice operations experience in provisioning, administering, supporting TDM and VoIP telephony platforms Expertise in POTS lines and testing of DSL circuitry, continuity, and back ground interface, including troubleshooting
Certifications and Licenses Valid driver's license with satisfactory driving record within Company required standards
WORKING CONDITIONS Office Environment Must be able to contribute and support 24x7x365 operation along with rotating on-call responsibilities. Depending on business group, on-call work may be an essential function of the job. Work indoors in confined spaces: MDF, IDF, network closets Exposure to dust, dirt, insects, rodents, pests, and cleaning solutions Exposure to continuous moderate noise Work performed near power lines and electricity Work and travel in inclement weather Occasional travel as required
Salaries depend on geography, experience, and education; negotiations begin at $64500
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