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Job Details:

• Technical Support with Service Now or Remedy ticketing system.

Key Areas of Expertise:

• MS Teams Voice
• Cisco Enterprise Voice or Avaya Contact Center or Ribbon Transport
• 5 to 7 years of voice technology experience
• Service Now or Ticketing System
• Previous knowledge and work experience across the Bank is helpful.

Detailed Job Description:

• Senior Operations technician responsible for support of Voice platforms interconnected to MS Teams Voice.  Will support and repair interconnectivity issues with Enterprise telephony, Contact Center, and Transport—including external carrier.
• Provide direct engagement and oversight, guidance, and governance for Voice operations for MS Teams interoperability with Core Voice services
• Should understand and be able to support MS Teams, Avaya, Cisco, Ribbon and similar.
• Additionally, the candidate will perform an operations technical role, including guiding technical recovery of Voice in house systems as well as Carrier engagements and escalation.
• Duties will include provisioning, testing and repair Voice Operations Voice support for MS Teams, Cisco, Avaya, Ribbon, and adjunct equipment, including E911.  Nice Recording provisioning a “plus”.
• Position serves weekly “on call” with other team members on a rotational basis.
• MS Teams Voice experience.
• MS Teams interoperability with Core Voice services.
• Between 5- and 7-years’ experience in working with Voice, including MS Teams Voice, Cisco Enterprise Voice, Carriers and Transport on service issues.
• Leadership and Communication on outages, including reporting change related incidents.
• Incident and change activities in the core voice production environment.
• Experience with engagement of support teams, including Domain Ops, CCO, Network Escalation.
• Experience with Remedy, opening and updating Incident Tickets.
• Experience with Change and Problem ticket management.
• Time management skills, high productivity.