Job Title: Lead Voice Engineer (Job ref no: 16648)
Duration: 6 Months.
Location: ONSITE at least 3X a week. Phoenix Local or relocate asap
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
