Network Engineer (Voice Infra, Avaya Routing)

---

Job description

Location: New York, NY/NC/NJ

Duration: 12 Months

Description:

Must haves:

voice Infrastructure

Avaya Call Routing

BMC Remedy

Key Responsibilities:

Work with operational excellence team to establish high-level solution needs and with cross tower teams for technical requirements and implementation

Analyze technical data processing routines and drive solutions that will promote process efficiency and controls across RTC

Operational Excellence strategic initiatives focused on driving a culture of continuous improvements

Accountable for oversight of technical, process, and service deliverables against different risk programs

Responsible for certification of peripherals at our NYC Midtown lab as well as support of complex meeting rooms at our 2 Bryant Park location

Design service management improvement plans and automate tasks to improve services and reduce issues

Expected to proactively identify opportunities to improve manual processes

Accountable for inventory service management processes and improvements

Create methodology to drive adoption and ongoing use of a new service offering

Engagement of other teams to identify and document dependencies; takes ownership of relationship and escalation as required to meet objective

Enable the use of data to drive operational efficiency and effectiveness

Technical knowledge of traditional and IP products as well as services include telephone systems (Avaya, Cisco), voice mail systems (Unity), AVAYA call routing systems, and data communication's hardware

Experience with interactive voice response (IVR), automatic call distribution (ACD) and computer telephony integration (CTI) technologies

Knowledge of local and wide area networking on multiple platforms, network protocols/routing, network server/host operating systems, IP networking, internet, and intranet technologies.

Technical writer with voice and video platform support/engineering expertise

Collaborate with system engineers/architects to understand and clearly document problem management tickets

Experience building prototype for data processes, automation workflows, and visualization dashboards and providing support during build/implementation

Experience in an Agile managed organization using products such as Jira, Kanban, and Confluence

Strong analytical, data analysis, and problem-solving skills; able to handle complex information with accuracy and intense attention to detail

Self-motivated with ability to prioritize, meet deadlines, and manage changing priorities

Experience with business and technical requirements analysis and business workflow development

Partner with department functional teams on the creation and management of SLAs specific to platform serviceability

Assist in creating appropriate measurement, reporting, and monitoring metrics that provide guidance for process improvement and/or training opportunities for internal team.

Ability to interact effectively with all levels of customers and leadership

Ability to handle multiple tasks simultaneously and respond under pressure

Interprets diverse requirements into technical Real Time Communications (RTC) solutions framework

Excellent organizational, time and project management skills; able to effectively manage multiple work streams

Strong written and verbal communication skills

Ensure the stability of environment through lifecycle management

Strong knowledge of BMC Remedy ITSM and Service Now

Experience with the appropriate methods and tools (i.e., workshops, process flow, Visio, BPML) to document system designs, data flows and dependencies

Understanding of SQL and writing SQL queries to validate data

Understanding of analysis and project management disciplines, processes, and tools

Experience in monitoring and managing issues, risks and dependencies

Strong reporting skills with a proven ability to manage multiple stakeholders

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.

<!– job description page –>