BASIC PURPOSE : The purpose of this position is to facilitate adds moves and changes for employees in regards to the phone and voicemail system. Provide and maintain keycards for building access. Basic and advanced troubleshooting for the CUCM, phones, Unity, voicemail accounts, MeetingPlace Express, Unified Contact Center Express and keycard access. Also to keep inventory of phone system and access control components. Manage video conferencing equipment, and provide basic technical support. Responsible for upgrades to all voice systems Management of Long Distance accounts for entire enterprise including all field locations.

Management of Local Phone services to enterprise and all field locations

New Employees: Assign Extension for Phone and Fax, Setup VM account if requiested, create keycard with appropriate access level, and provide instruction documents for all phone related systems

Termed Employees: Wait for legal to inform whether employee has a legal hold, if no legal hold then phone is removed from system, VM account is deleted, Keycard is turned off and retrieved from employees supervisor

Technical Support: Complete tickets turned in to the Track-It system in compliance with SLA's. Tickets consist of basic and advanced phone problems, troubleshooting voice quality issues, managing phone services, VM password resets and account unlocks, MeetingPlace Express account unlocks, user group management, meeting configuration and support, Basic and advanced VM support.

Keep inventory of phones, and testing when they are taken into stock from termed employees Maintain list of available and used extension for user phones, fax, and office numbers Keep inventory of keycards for physical access Setup and tear down of video conferencing equipment.

Maintain voicemail distribution lists Provide UCCX support to call centers, this consists of maintaining agent skills in the queue, troubleshooting login problems. Responsible for managing UCCX applications, and working with call center management to make updates to improve agent or customer experience.

Work with developers to create reports for call center management Overall functionality of voice systems, upgrades and deployment of new software in the voice and phone environment.

Managing LD and Local phone services could consist of working with carrier to restore service in an outage, invoice reconciliation, working with carriers to resolve billing disputes. Find ways to cut telecom expenses, through service changes, carrier changes, and rate changes

Education: CCNA, CCNA Voice, UCCX Deployment Specialst, CCVP

Experience: 3-7 years

Hard skills: Detailed understanding of routing and switching concepts, QOS, IP Voice troubleshooting. Ability to deploy and Upgrade Phone systems and components.

Soft Skills: Customer service oriented. Organized, ability to multi-task, troubleshooting and critical thinking skills. Ability to manage multiple projects, and train other technicians on phone system.