Uc/Voice/Uccx Tier Ii (100% Remote)

Job Title: UC/Voice/UCCX Tier II (100% Remote)

Max Salary $80-$85k

Shifts:

• Sun – Wed (2am–12pm) EST
• Mon, Tues, Thurs, Fri (2am – 12pm) EST
• Wed - Sat (5pm – 3am) EST
• Sun – Wed (5pm – 3am) EST

Requirements:

• Three (3) years minimum experience in the Voice/Unified Communications and Unified Contact Center Express (UCCX) fields.
• Must be US Citizens and able to pass a Public Trust type background check with fingerprinting and drug screening.
• Bachelor’s degree required or equivalent in experience.

Job responsibilities and key requirements include, but are not limited to, the following:

· Respond to NSD Incident tickets physically and in the system with accurate, timely and thorough updates pertaining to voice, CUCM, UCCX.

· Respond to High Priority outages to include Circuit outages with carriers by opening up tickets with carriers until resolved.

· Collaborate with other Tier IIs and escalate to Tier III Engineers to reach successful and timely resolution for all customer issues.

· Conduct a warm handoff of unresolved issues or activities in progress at shift changes.

· Proactive Monitoring and Analysis of UC Infrastructure

· Support after hours maintenance on Contact Center and Cisco VoIP systems

· MACD and Service Request Support

· System level changes and maintenance

· Problem Management support including post-mortem reports and analysis

· Analysis of service infrastructure using specialized tools and systems

· Perform system and database backup and recovery

· Circuit outages; work with carriers to resolve circuit issues

· Patching

· Local PBX/Queue work at Call Center

· Experience with Gateway or Unity is beneficial

· Daily/night health checks on all systems as applicable

· Strong work ethic, highly responsive, dependable, and self-directed

· Professional communication skills (verbal and written)

· Good team player that takes initiative and is collaborative