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Voip Engineer

Company: Glidewell Dental
Location: Irvine
Posted on: September 20, 2022

Job Description:


* Conducts business process analyses, needs assessments, and preliminary cost/benefits analyses in an effort to align information technology solutions with business initiatives.
* Plans, designs, analyzes, configures, installs Cisco enterprise telecommunications system, and UCaaS and CCaaS provider services.
* Plans, designs, and implements various software and systems to support company operations including but not limited to:
* UCaaS and CCaaS routing via ANI, DNIS, Call Scripts, and ACD.
* Telecom Carrier circuits
* Contact Center systems and contact routing for Chat, e-mail, Social Media, Outbound Dialing.
* Complex multi-telecom carrier routing plans
* Identifies, analyzes, and develops solutions for escalated issues related but not limited to:
* Cisco telecommunication systems and server infrastructure for Cisco Voice Systems.
* Session Initiation Protocol (SIP) and other voice circuits and equipment.
* Oversees diagnosis and troubleshooting activities; resolves technical problems that occur.
* Installs and configures Cisco Voice Gateways, Integrated Services Routers (ISRs), Cisco Unified Border Element (CUBE) routers, and analog gateways.
* Maintains personal knowledge of multiple phone switches, voice mail, UCaaS and CCaaS providers and associated software.
* Researches, assesses, and recommends new Unified Communication and Contact Center technologies\
* Creates training materials for and trains level 1 and 2 teams who engage in technical administration of Cisco Unified Communications Manager, Cisco Unified Contact Center Express, Cisco Unity Connection, Cisco Jabber, and Cisco Finesse, and Cisco Unified Intelligence Center.
* Troubleshoots and supports telecommunication systems and carrier issues escalated to level 3.
* Provides on call support for escalated issues to bring production systems to operational states.
* Performs system administration functions necessary to support continuous day-to-day system operations; ensuring Company telecommunication systems are optimized and maintained in a manner that allows for consistent error-free operation.
* Performs expansion, relocation, and consolidation of voice infrastructure for all corporate locations.
* Develops and maintains telecommunications documentation.
* Maintains involvement with other aspects of IT systems infrastructure by participating in Agile/Scrum process for the IT systems team.
* Ensures maintenance, updates, and compatibility of Cisco technologies and products.
* Partners with relevant teams to install and configuring gateways and routers.
* Performs other related duties and projects as business needs require at direction of management.


* Bachelor's degree in Computer Science or related field of study.
* Minimum five (5) years' experience with Cisco VoIP Systems, or any equivalent education and/or experience from which comparable knowledge, skills and abilities have been demonstrated/achieved.
* Experience with Interactive Voice Response (IVR) and Computer Telephony Integration (CTI), preferred.
* Cisco Certified Network Associate Voice or Cisco Certified Network Professional Voice certification, preferred
* Cisco Certified Network Associate, a plus

Keywords: Glidewell Dental, Irvine , Voip Engineer, IT / Software / Systems , Irvine, California

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