CISCO Voice Engineer

Job Description
Cisco Voice Engineer Montreal, QC, Canada (Hybrid - 2/3 Days onsite per week) 12 Months

Must: Mostly voice project work, but also voice level 3 troubleshooting and Video server management.

Purpose & Scope of role

• Act as an Operations Support Engineer for Voice, Video and Capture Platforms, focusing on administration, production system health checks and monitoring, technical support, and regular testing of the voice and capture infrastructure.

Responsibilities:

• Deliver a range of IT Production Voice, Video and Recording services, including operations, administration, monitoring, controls, and Level 1-2 support for Voice, Video and Recording platforms.
• Manage and monitor the Voice, Video and Recording infrastructure, performing business readiness, mid-day, and end-of-day checks.
• Troubleshoot Voice, Video and Recording related issues and escalate to Third Line support as necessary.
• Create reports of Voice, Video & Recording operational data for Senior Management.
• Support Compliance and Legal teams with data search, extraction, and delivery as needed.
• Adhere to internal controls and procedures, ensuring deadlines and SLAs are met.
• Collaborate with global Record Keeping members in other regions to ensure continuous knowledge sharing and issue resolution.
• Participate in the change process around production activities including scheduled weekend/out of hours maintenance windows and patching campaigns.
• Liaise with external partners and vendors for support and problem/change management.
• Provide support to local IT on-site teams on Voice, Video, Trading Voice, and Recording technologies.
• Escalate issues to management and/or Permanent Control (or Compliance) as appropriate.

Skills Required:

• Bachelor s degree in computer science, information technology, or relevant/equivalent IT support experience.
• 2-3 years of experience in a 1st/2nd Line IT Support Role.
• Strong proficiency with Microsoft Windows server and productivity tools.
• Strong ability to diagnose and resolve software application and performance issues.
• Knowledge of the following platforms and solutions is desirable but not required; product inductions and training will be provided:
  • Voice and eCOM Recording systems (Veritas Enterprise Vault and Merge1, NICE NTR/NTR-X, NICE Fusion, VERINT VFC VERBA).
  • Voice Telephony platforms (Cisco Call Manager, Voice gateways, Unity Voicemail, MS Teams, Cisco Video Servers: VCS and Expressway and Cisco Video endpoints).
  • Oracle Networking (Oracle Session Border Controller (SBC), Oracle Enterprise Communication Broker (ECB), Oracle Enterprise Operations Monitor).
  • Familiarity with Dealer-board / Turret technologies (IPC Unigy, Broker lines, hoot bridges)
• Strong understanding of network concepts - TCP/IP and UDP, network ports and protocols, IP addressing and subnetting, firewall concepts and security rules, network monitoring and diagnostic tools (i.e. Wireshark, traceroute, ping etc.)
• Understanding of SIP protocol and VoIP telephony.
• Basic experience with database technologies (MySQL, MSSQL), administration, and query search operations.
• Basic knowledge of Microsoft Azure Cloud Environment and system infrastructure monitoring tools.
• Basic knowledge of storage platform design and operation (NAS, WORM, ECS, S3)
• Proficiency with Microsoft Excel (Graphs, VLOOKUP, Pivot tables).

Essential Skills:

• Detailed-oriented and organized.
• Ability to work independently and as a part of a cross-functional global team.
• Strong problem-solving skills and desire to learn and adapt to new technology.
• Strong customer service and interpersonal skills.
• Ability to create and maintain technical documentation and network diagrams.
• Knowledge of standard methodologies of Service Delivery (ITIL, ITSM) is a plus.
• Experience in working in a financial institution in technology or IT departments is a plus but not required.

About Us: Established in 2004, SPECTRAFORCE is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of human connection, defined by our branding attitude of NEWJOBPHORIA , which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at:
Benefits: SPECTRAFORCE offers a Group Registered Retirement Savings Plan (RRSP) Program to all eligible employees. Additionally, our employee discount program provides exclusive access to thousands of discounts on travel, entertainment, and more. SPECTRAFORCE offers unpaid leave as well as paid sick leave, paid holidays, and paid vacation as required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant based on race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability, conviction for an offence for which a pardon has been granted or in respect of which a record suspension has been ordered, or any other prohibited grounds as identified by provincial or territorial law. Please contact Human Resources at if you require reasonable accommodation.

At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position s starting pay is: $451.71/daily.

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.