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Jobs or company...

Lead Voice Engineer

  • Full Time, onsite
  • Cloud Destinations LLC
  • Hybrid3 days per week onsite, United States of America
Salary undisclosed

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Dice
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Lead Voice Engineer City of Phoenix

The Lead Voice Engineer provides technical leadership to all staff augmentation team members and is the most senior engineering resource on the team. This resource s primary responsibilities are to ensure day to day operations of the phone system and contact center systems are being performed, ensure systems are patched and kept up to date, and provide tier-3 engineering support to the on-site team.

Must be expert Cisco Resource. CALL CENTER and UC. Must have lead multiple integrations.

CVP would be great to have. PCCE, ICM, Responder, WebEx, e911, gateway, CUCM is ideal.

Under direction from the ITS DCIO or designee key responsibilities include but are not limited to:

    • Oversees day to day operational support of on-site staff and UC and Contact Center systems
      • Ensures maintenance and patching of systems occurs on a regular basis
      • Manages Incident, Service Request and Problem Management processes
      • Ensures City s processes for Change Management are followed
      • Maintains Runbook and System Architecture documentation.
    • Provide Tier 3 engineering support for on-site staff and UC and Contact Center systems
      • Take escalations from team members
      • Ensure team members are trained on UC and Contact Center technology
      • Act as a primary contact for high severity Trouble tickets
      • Implement and maintain 3rd party integrations as required
      • Participate in on-call rotation
    • Act as a business consultant to end users and executive leadership as needed.
    • Other duties as assigned
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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