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Voice Engineer in Houston, TX at ACCC Insurance Company

Date Posted: 4/26/2019

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 Unified Communications Telephone infrastructure. Demonstrated experience with Cisco Telecommunications and Call Center software and hardware technologies: Unified Communications Manager, Unity Connection Voice Mail, Finesse, Calabrio, Cisco PCCE, Jabber and Contact Center.

Core responsibilities of the Voice Engineer include:

  • Install, configure, support and troubleshoot Cisco Unified Communications Products including Unified Communications Manager, Unity Connection Voice Mail, Finesse, Jabber and Contact Center
  • Develop and implement existing voice and data network architecture and recommend solutions and improvements
  • Install and configure voice gateways and switches as part of the IP telephony system
  • Troubleshoot, isolate and diagnose problems such as call processing, signaling protocols, dial plans, QoS issues, voice gateways, routing, switching, etc.
  • Administer the CUCM environment such as phone feature administration, directory services, call routing, universal templates, auto registration, etc.
  • Work various projects developing and implementing solutions to support company initiatives
  • Work with other network and voice team members supporting and troubleshooting voice related incidents and implementing solutions
  • Support help desk in troubleshooting and resolving end user problems and installations
  • Create and test disaster recovery plans and identify appropriate resolutions
  • Monitor and troubleshoot WAN / LAN infrastructure technologies with various monitoring applications to spot performance issues and resolve problems
  • Perform periodic system maintenance, recommending and implementing patches or updates needed to maintain all company voice services
  • Maintain documentation of all CUCM network infrastructure components and technologies
  • Manage the Calabrio recording and work force management services
  • Monitor and work tickets to ensure customer incidents are promptly addressed and resolved within established SLAs


Job Requirements

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

  • Bachelor's or Associates degree
  • CCNA Collaboration or CCNP Collaboration
  • 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 Unity/Unity Connection
    • Cisco Contact Center (UCCX/UCCE)
    • Cisco Unified Meeting Place / WebEx
    • Cisco Jabber and IM
    • Cisco Finesse
    • Design and build out of site configurations and voice gateway router
    • 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, OSI Model, CUBE
    • Network monitoring and management tools
  • Experience in Windows environment including Windows 2008/2012/2016 Servers
  • Knowledge of Visio and other documentation applications
  • Knowledge of Calabrio recording and work force management
  • Experienced with ticketing software such as Remedy or similar
  • 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 on-call support required
  • Minimal travel required