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| Contact: |
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| Phone: |
Not Available
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| Email: |
Send Email Now
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| Company: |
tw telecom
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| Job Type: |
Information Technology
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| Location: |
 US-CO-Denver South
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| Req'd Education: |
4 Year Degree
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| Base Pay: |
N/A
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| Req'd Experience: |
At least 4 year(s)
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| Other Pay: |
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| Req'd Travel: |
None
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| Employee Type: |
Full-Time
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| Relocation Covered: |
Not Specified
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| Manages Others: |
No
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| Industry: |
Telecommunications
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| Reference ID: |
172907
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Get the Full Package at tw telecom - Great Work! Great People! Great Rewards!
tw telecom is the leading provider of managed voice and data networking solutions - offering the highest class of service to businesses in 75 markets within the U.S.
At tw telecom, you can be part of a diverse, imaginative, and talented team of people. In fact, the answer to our success is and always has been in our people - We value them, reward them, and empower them to succeed.
We give our people a voice by listening to what's important to our employees and our customers.
tw telecom employees enjoy the many rewards of working for a company which offers such things as: extremely competitive benefits, a 401k match of 5% with no vesting period, an employee recognition program, internal training, endless career advancement opportunities, leadership training, cutting edge technology - And many, many more!
"This is an exciting time for tw telecom. We are more determined than ever to care for our customers - a companywide effort that is driven by the unfailing commitment and dedication of each and every employee to helping customers succeed."
- Larissa Herda, Chairman, President and CEO
Company Website
Careers
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Provides day to day administration, operational support, and development of company Cisco VoIP architecture in corporate offices and contact centers, and Avaya TDM/VoIP architecture in many field offices. Applies technical expertise to optimize architecture, identify business needs, enhance technical applications, and support achievement of corporate objectives.
ESSENTIAL FUNCTIONS:
- Designs, optimizes, modifies, implements, and troubleshoots Cisco Unified Communications and Unified Contact Center solutions, including call processing, scripting, voicemail, mobility, voice gateway, desktop video, video/audio recording.
- Provides installation, training, and operational support for city offices supported on:
- Cisco Call Manager Cluster as SRST sites
- Cities with Avaya PBX/VoIP solutions
- Analyzes and monitors VoIP systems to proactively ensure healthy, efficient environment is maintained. Identifies issues/trends, critiques designs/modifications, formulates solutions and contingency/recovery plans, develops and implements preventative maintenance plans, etc.
- Functions as mentor and technical expert for Cisco Unified Communications solutions, working directly with internal telecom functions and cross functionally with other IT groups, Engineering, and VARs.
- Serves as second level escalation point in responding to prioritized helpdesk tickets.
- Maintains voice network and call flow diagrams, as well as system documentation.
- Adopts and utilizes IT processes and procedures to maintain compliance with identified ITIL standards. Identifies and presents opportunities for improvement.
- Mentors peer Voice Engineers to assist and support them with developing knowledge and skills required to transition to and support new/modified VoIP systems and technology.
- Performs other duties as assigned.
- Four or more years experience including:
- Cisco Unified Call Manager and Contact Center Solutions
- Cisco Call Manager v6.x administration
- ICM 7.x administration and scripting
- CVP 4.x and Cups Sip Proxy
- Preferred experience:
- Calabrio – Cisco Agent Desktop, Quality Monitoring, and Workforce Management
- Voice Gateways
- Avaya PBX/VoIP – including Definity, Legend, Partner
- Demonstrated ability to work in team environment
PHYSICAL REQUIREMENTS/WORK ENVIRONMENT:
- Able to work on-call on weekly rotating basis to provide 24x7 production support
- Must be available for night/weekend work as required during maintenance windows to maintain healthy VoIP environment.
- Works in office setting with computer workstation configuration
- Other physical duties as required
EXPERIENCE AND EDUCATION:
- Bachelor degree in relevant technical discipline (such as telecom or information technology) or equivalent combination of applicable education/experience
- Cisco Certifications (preferred):
- CCNA
- CCNA – Voice
- CCVP
- CCIE – Voice
- A minimum of 4 years of Cisco Contact Center Solutions experience is required.
- A minimum of 4 years of Cisco Unified Call Manager experience is required.
EQUAL EMPLOYMENT OPPORTUNITY:
Every decision made at tw telecom concerning hiring, promotion, compensation, training, assignment of job responsibilities, termination, or any other aspect of the employment relationship is to be made without regard to any legally protected characteristics such as race, color, national origin, religion, sex, age, sexual orientation, marital status, physical or mental disability, veteran’s status, or other characteristics protected by federal, state, or local laws. tw telecom strives for a workplace free of unlawful discrimination and harassment, including but not limited to racial, sexual, ethnic or religious.
Thank you for applying with tw telecom.
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