Masonite

Senior Voice (VOIP) Engineer

Job Location USA-FL-Tampa
Posted Date 2 weeks ago(2/5/2018 7:40 PM)
ID
2018-12163

Summary

Our vision is to be the best provider of building products in the eyes of our customers, employees, shareholders, suppliers and communities.

 

At Masonite, we understand that people are key. We are a composite of diverse people who come together by showing support and respect to one another.

 

We hire people that demonstrate integrity under pressure. Integrity is at the foundation of everything we do. It is in each door we make, in our commitment delivery and in our honest and sincere communication.

 

Our employees are flexible, versatile and resilient. Our ability to weather any storm, to bend without breaking, is what allows us to hear the knock and open the door with confidence, no matter what's on the other side.

 

At Masonite, we hold the door open for each other and for new ideas. We want everyone to freely contribute ideas and add value, so we are positive and encouraging. This collaborative environment is what makes Masonite a transparent, fair company- one that doesn't hide behind closed doors.

 

We continuously strive to improve both our products and our customers' experiences. This drive leads us to revolutionize the door industry and help people walk through walls.

Responsibilities

The VOIP Engineer will support Masonite’s overall CISCO voice system. The Voice Engineer will be responsible for new implementations of CISCO Call Centers and supporting existing Call Centers, Unity Connection, and UCCX. The voice Engineer will also be supporting multiple sites with call flows, IVR (voice recognition), call routing, and VOIP migration projects.

 

  • Gain familiarity of Masonite’s VIOP environment and Call Center Manager standards and configurations through documentation and exploration of current environment.
  • Implementing system implementation for contact centers and site integration and migrating into Masonite standards.
  • Support CISCO Call Manager/Contact Center UCCX (Unified Communication Contact Express.
  • Configure dial plan with calling restrictions by using a combination of calling search spaces, partitions, translation patterns, dial-peers, translation rules and translation profiles.
  • Implementation of new call routing for site integration or contact center consolidation and troubleshooting existing call routing issues.
  • Implementation of new circuits and understanding traffic requirements for each site.
  • Map call flow by writing call flow scripts.  
  • Evaluating sites for circuit, IVR, potential migration, and/or call recording requirements for SIP environment.
  • Manage day-to-day VOIP environment with internal service requests and documented all services performed via ticketing system such as call routing issues, Jabber, CISCO IP Configurator Softphones, and webex.
  • Develop and maintain support documentation including support guides, knowledge base articles, procedures, and online customer information.

Qualifications

  • Bachelor’s degree in Network Engineering, Computer Science or related is required 
  • Six (6) plus years of experience as a Cisco VoIP Engineer with expertise in CUCM and UCCX
  • Six (6) plus years of experience with Cisco QOS, MPLS, BGP, EIGRP (Cisco phone system)
  • Knowledge of SIP, H.323, MGCP, Globalized Dial Plan, CTI, JTAPI, CUBE, VG, Extension Mobility, Jabber, Web Chat and Dial Peer.
  • Strong knowledge of CUCM, Unity Connection, IM and Presence, UCCX, UCCX Scripting, Collaboration Edge, Emergency Responder, Call Recording and Quality Management, Cisco Unified Intelligence Reporting (CUIC) 10.X or later.
  • Ability to make changes to Cisco Call Manager, Unity Connection and UCCX with no supervision.
  • Ability to assist with implementation and day-to-day operational support for the VoIP Environment.
  • Experience collaborating with field engineers, IT Helpdesk team, and other IT Support teams to achieve the business needs and meet customer requirements.
  • Troubleshoot call routing issues using debugs and traces to identify and correct issues.
  • Experience and expertise with the configuration and implementation of voice gateways (H323/MGCP/SIP), SRST for remote sites with centralized call processing using CUCM 10.x
  • Experience with Cisco Unity, Presence, and LDAP synchronization
  • Experience with VOIP Implementaiton and design from start to finish 

 

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