Cincinnati Bell Voice Systems IV - Technical Team Lead in Remote, United States
Position : Voice Systems IV - Technical Team Lead
Job Purpose :
This Voice Technical Team Lead is a Leadership role and requires 7-10+ years of technical and 1-2+ years Team Leadership experience.
Leadership responsibilities' include, but not limited to:
Communicating goals and deadlines to team members
Planning workloads and delegating tasks
Creating productive work environment for the team using motivation, trust and other appropriate strategies.
Assessing team performance and providing feedback to team members
Assisting with daily operation with a focus on the customer and meeting SLA's.
Performing customer service functions, including interacting with the customers, answering questions, attending meetings, etc.
Setting work schedules, approving PTO
Responsible for all aspects of projects (IE. Requirements gathering, planning & coordination, plan creation, communication and all results).
Assist with creating and holding performance appraisals
Monthly Service Management reports and RCA's.
Oversee the standardization of the Customer's voice services to facilitate performance improvement towards best-in-class industry standards
Oversee technical training and ensuring the appropriate level of cross-training (Backup) within the team
Technically lead support 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 :
Responsible for monitoring the Teams Incident, Change, Service tickets and ensuring assignments, handling in order to meet the agreed upon SLA's.
Support and/or assist in Cisco VOIP deployment projects
Extensive 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)
TDM / PRI/ SIP
Monitoring Tools (IE. EM7, Dynatrace)
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
SBC support (Non-programming)
Advanced 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.
Lead/ Oversee 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 (CCNP-Enterprise, CCNP-Collaboration or higher) a plus
Cisco Voice CCIE certification or working toward a plus
Microsoft MCSE a plus
- 7-10 Years
Special Knowledge, Skills, and Abilities
7-10 years' plus experience in a multi-site Cisco telephony environment
1-2+ years Team Lead experience
Professional and proactive work ethic with a focus on the customer
Strong drive for results
Ability to collaborate with cross-functional teams
Advanced working knowledge of products and services related to specific practice area
Able to relay technical information to both technical and non-technical personnel
Excellent listening skills
Ability to drive quality and consistency
Achieve key performance metrics, including consumer satisfaction, quality, and compliance
Excellent customer contact skills, working effectively with all levels of customer organization
Excellent communication skills; both written and verbal
Excellent problem-solving skills in break/fix situations
Excellent organizational and time-management skills
Proven ability to work independently and employ effective time management skills
Experience in understanding customer requirements and driving the organization to achieve their expectations
Supervisory Responsibility :
This position does not have employee direct reports but does serve as a "lead" role for others doing similar work
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 www.cbts.com .
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.