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IT Voice Engineer in Houston, TX at ACCC Insurance Company

Date Posted: 3/13/2018

Job Snapshot

Job Description

ACCC Insurance Company is looking for an experienced Voice Engineer to join the IT Department.

The Voice Engineer is responsible for supporting, monitoring, troubleshooting, and continuing development of our Cisco PCCE telephony environment. Demonstrated experience with Cisco Unified Communications software and hardware technologies are a necessity.

Core responsibilities of the Voice Engineer include:

  • Support and troubleshoot Cisco Packaged Contact Center Enterprise Products such as Call Manager, Unity Connection, Presence, Finesse, CVP, and PCCE servers
  • Support CUCM vendor solutions such as Upstream and Calabrio Call Recording
  • Develop and implement existing voice and data network architecture and recommend solutions and improvements
  • Configure and maintain SIP and VXML gateways
  • Troubleshoot, isolate, and diagnose problems such as call processing, signaling protocols, dial peers, QoS issues, voice gateways, routing, switching, etc.
  • Administer the Call Manager environment such as phone feature administration, directory services, call routing, universal templates, auto registration, etc.
  • Work with PCCE vendors and fellow IT team members implementing various projects such as enhancements and upgrades to the PCCE environment
  • Support, implement, and troubleshoot voice issues
  • Support help desk in troubleshooting and resolving end user problems and installations including adds, moves, changes, and end user connectivity issues to servers
  • Create and test disaster recovery plans and identify appropriate resolutions
  • Monitor and troubleshoot WAN / LAN infrastructure technologies with various monitoring applications such as What’s Up Gold, Solar Winds or similar applications to spot performance issues and resolve problems
  • Maintain documentation of all CUCM network infrastructure components and technologies
  • Manage company Right Fax solution
  • Support company’s video collaboration Cisco Telepresence environment
  • Maintain and test IVR scripts and skill groups for business users



Job Requirements

To qualify, candidates must meet the following skill-sets:

  • Bachelor’s or Associates degree preferred
  • CCNA or CCNP Collaboration preferred
  • Five (5) or more years of experience supporting, troubleshooting, and developing Cisco Communications and networking technologies in many of the following:
    • Cisco Unified Communications Manager/Call Manager
    • Cisco PCCE servers (data servers, call servers, voice portal servers, reporting servers, publishers, subscribers, etc.)
    • Cisco Unity/Unity Connection
    • Cisco Presence - Jabber and IM
    • Cisco Telepresence
    • Design and build out of site configurations and voice gateway routers
    • Implementation of call routing, QoS, device pools, codec configurations, signaling protocols, dial-peers, and partition management
    • Import and export procedures such as BAT
    • Cisco routers and switches running Cisco IOS, Catalyst IOS and Nexus IOS
    • Protocols & Technologies such as: H323, SIP, RTP, PRI, MGCP, TCP/IP, TCP, UDP, SNMP, BGP, OSPF, DHCP, DNS, IPv4, Telnet, SSH, MPLS, VOIP, POE, etc.
    • Network monitoring and management tools
  • Experience in Windows environment including Windows 2003/2008/2012 Servers
  • Knowledge of Visio and other documentation applications
  • Experienced with ticketing and asset management such as Remedy or similar software
  • CUICM/CCE scripting experience preferred
  • Knowledge of VMWare preferred
  • Project management skills preferred
  • Must possess strong analytical and problem solving skills and be organized
  • Should have a team oriented attitude, solid interpersonal skills and be self-driven
  • Rotational and on-call support will be required
  • Minimal travel required