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altafiber Voice Systems Engineer III in Ohio, Ohio

Position : Voice Systems Engineer III

Location : Ohio, OH

Job Purpose :

This Voice Systems Engineer Level III is a strong technical position and should have at least 5-7+ years of senior experience. Will have responsibility for telecommunications infrastructure hardware and related software, such as call management systems, VoIP, video conferencing, voice mail, Voice Gateway and other telephony and network applications. Oversees the performance of voice systems, conducts traffic analysis, assist with capacity planning, system upgrades and supports customers/ users by troubleshooting their voice needs. To ensure this, the Level III Engineer proactively detects and addresses issues with trunks, profiles, endpoints, and dial plans. Includes the use of an enterprise Service Management platform (ServiceNow) where repair cases and service requests will be managed adhering to SLA/O's. Also includes asset Management responsibilities for Telephony physical hardware and participating in an oncall rotation.

Essential Functions :

  • Support all Incident Management process and procedures utilizing a Service Management Platform

  • Support Cisco VOIP deployment projects

  • Senior advanced working experience with:

  • Unity Connection and Unity Server

  • Call Manager Express support

  • Contact support operational support

  • Cisco ICM support

  • Unified Cisco Interaction Manager (CIM Support -- web chat)

  • Cisco Unified Intelligence Center (CUIC Reporting)

  • Cisco Agent and Supervisory Desktop -- CAD/CSD

  • Jabber client support and configuration

  • Cisco UCCE (Contact Center)

  • UIC (Reporting)

  • SIP

  • TDM / PRI

  • Monitoring Tools

  • Advanced Network understanding and troubleshooting

  • Carrier troubleshooting

  • Voice troubleshooting

  • Cisco CUCM, clustered environment, administration and configuration

  • Test and Turn Up trunks, PRI's, SIP and network links in Cisco Router/Voice Gateways/ SBC's

  • Knowledgeable of cable standards

  • Cisco Voice Gateways - build, configure and deploy

  • IPv4

  • SBC support (No programming)

  • Circuit Troubleshooting

  • Program Phones/ configure SBC's and handle deployments based on customer requirements

  • Lead requirements gathering for VOIP projects. Perform implementation and configuration of above listed Cisco VoIP/Video applications for project cutovers which may include phased cutovers, other vendor product connectivity and coordination with implementation personnel. Ensure design fulfills the customer requirements and ensure quality of project output and adherence to schedule dates. Determine impact of known and anticipated business needs, based upon system configurations in use.

  • Provide complex direct end-user software administration for in-scope Voice related platforms and peripheral equipment and any associated devices on the telephony VOIP-based network

  • Work with customer technical resources to diagnose and resolve integration issues with the customer environment

  • Collaborate with other level resources, VARS, OEMs and end-users to resolve issues

  • Assist and maintain system, MAC, break-fix, Infra rebooting, SOP's, etc., documentation


  • Four years of College resulting in a Bachelor's Degree or equivalent, concentration in IT service delivery

Certifications, Accreditations, Licenses

  • Cisco Certifications (CCNA/ CCNP Collaboration) or working toward

  • Microsoft MCSE a plus


  • 5-7 years' plus experience in a multi-site Cisco telephony environment

  • Strong Cisco call flow trouble shooting experience

  • Strong troubleshooting skills and the ability to engage in troubleshooting efforts with the routing/switching team, data security, and wireless

  • In-depth experience with VoIP best practices, processes and procedures for support and maintain of Cisco communication platforms

  • Cisco Routing and Switching background w/QOS experience a requirement

Special Knowledge, Skills, and Abilities

  • Proven ability to work independently and employ effective time management skills to organize an Experience in understanding customer requirements and driving the organization to achieve their expectations

  • Professional and proactive work ethic with a focus on the customer

  • Strong drive for results

  • Ability to collaborate with cross-functional teams

  • Ability to communicate clearly

  • Working knowledge of products and services related to specific practice area

  • Detail-oriented with excellent time management skills

  • Excellent analytical skills and attention to details (IE. Asset tracking).

  • Able to relay technical information to both technical and non-technical personnel

  • Excellent listening skills

  • Drive quality and consistency

  • Achieve key performance metrics, including consumer satisfaction, quality, and compliance

  • Assist in the standardization of the Customer's voice services to facilitate performance improvement towards best-in-class industry standards

  • Strong customer contact skills, working effectively with all levels of customer organization

  • Strong communication skills; both written and verbal

  • Strong problem-solving skills in break/fix situations

  • Strong organizational and time-management skills

Supervisory Responsibility :

This position does not have any supervisory responsibilities

CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients' transformative business initiatives. For more information, please visit .

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, disability, religion, sex, sexual orientation, gender identity, gender expression, protected veteran, military status or any other characteristic protected by law.

Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens will be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.

Attention California Residents: