Associate Voice Network Engineer

R550US The Finish Line USA, Inc.; Indianapolis (IN); On-site; USD 85,000 - 120,000; Full time

Job summary

The Finish Line, Inc. seeks a VOIP/Voice Infrastructure Engineer to design and develop the Finish Line Voice environment, integrating Gamma Cloud Solutions with Cisco Unified Communications Manager.

You will support store locations, Home Office, and remote users, handling installations, configurations, and ongoing maintenance of VoIP systems. Responsibilities include troubleshooting Tier I-III issues, managing SIP trunks, IVR/Queues, and coordinating with vendors for upgrades and performance

Qualifications

• This position requires an Associate’s Degree (A.S.) in a related field and 2-3 years’ experience with Cisco Unified Communications Manager or equivalent VOIP experience.
• Hands-on experience with VOIP hardware and SIP trunks is required.
• Ability to perform tier 1-3 troubleshooting and support for voice/video systems.

Responsibilities

• Design and develop the Finish Line Voice environment, including Gamma Cloud Solutions and Cisco UCM.
• Provide management with information and recommendations for hardware/software upgrades.
• Administer, install, configure, maintain and support VoIP systems for HQ, stores, and remote users.
• Perform routine patching, updates, and vendor coordination for voice infrastructure.

Skills

Cisco UCM

VoIP

Voice networks

Troubleshooting

SIP Trunks

Education

Associate’s Degree (A.S.) in related field

Tools

Polycom phones

Cisco IP phones

Genesys PureConnect

Job description

Responsible for providing the design and development of the Finish Line Voice environment. Consisting of Gamma Cloud Solutions and Cisco Unified Communications Manager. Provide management with supporting information and recommendations to hardware, software upgrades and purchases to handle growth and organization needs for Voice and Video network. The Engineer assists in the administration, installation, configuration, maintenance and support of the VoIP systems by performing the following main duties: Responsible for the Voice over IP phone system interconnecting the Home Office, Finish Line stores and remote users and remote Contact Center functionality, as well as primary contact for after hours’ support. Responsible for tier 1 and 2 troubling shooting, MACD (Moves, Adds, Changes, and Deletions), Modifications and ongoing maintenance upgrades of Ecommerce Contact Center, Inventory Control Contact Center, and Store Systems Contact Center or the Finish Line store locations. Provide support, maintenance, and configuration on VoIP hardware such as Polycom and Cisco IP phones. Genesys PureConnect VoIP, Recorder, Optimizer, and .NET client servers and software. Including Cisco UCM (Unified Communications Manager). Provide Backup Support Maintenance for store to store and store to corporate calls via Cisco Unified Communication Manager. Administration of SIP Trunks between Cisco Unified Communication Manager and Gamma (Voice) / Waterfield (IVA-R) phone system. Administration and performance of changes to the IVR and Queues for Finish Line enterprise and contact center as needed. Perform tier III trouble shooting of Voice and Video network issues Resolve daily service requests of Telecommunication voice queue. Responsible for the periodic patching and software updates to Voice network solutions. Researches emerging Voice infrastructure technologies and processes by reviewing white-papers, attending conferences, coordinating project demonstrations, and preparing recommendations for business solutions. Assists in the inventory (tracking and reporting) of Voice equipment. Performs the planning, design, configuration, and implementation of reliable, Voice Infrastructure Solutions. Work with vendors, application developers and other technology groups to resolve problems. Responsible on VoIP infrastructure and policy adherence. Provide ongoing training for all Voice solutions for HQ, Stores, and remote users. Provides continued support to all Finish Line Project initiatives concerning Voice for the full project lifecycle where expertise is required. Analyzes Call flows and current utilizations of PRIs/SIP Trunks or other technologies to make recommendation for current and future uses. Additional duties and projects as required.

Required Education and/or Experience

This position requires an Associate’s Degree (A.S.) in related field and at least 2-3 years’ experience with the Cisco Unified Communications Manager platform or equivalent VOIP experience.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sit for more than 6 hours per shift

Use hands to finger, handle and feel

Reach with hands and arms

Talk and/or hear

Walk or move from one location to another

Occasionally may need to climb, balance, stoop, kneel, or crouch

Lift and/or move up to 10 pounds regularly and up to 50 pounds occasionally

Punctuality and regular attendance consistent with the company’s policies are required for this position.

Average workweek is 40-50 hours, which can vary depending on business needs.

Work Environment

The work environment for this position is a moderately noisy office setting with very limited exposure to a moderate to loud warehouse setting.

The company reserves the right to modify this job description with or without notice.

Employees may be asked to perform additional duties outside of normal job scope on a temporary basis per company policy.

The company reserves the right to modify this job description with or without notice.

EEO Statement

The Finish Line, Inc. is an Equal Employment Opportunity employer and is committed to complying with all federal, state, and local EEO laws.

The Finish Line, Inc. prohibits discrimination against employees and applicants for employment based on race or color, religion or creed, national origin, alienage or citizenship status, marital status, sex, pregnancy status, age, military status, disability, or any other characteristic or class protected by law.

The Finish Line, Inc. provides reasonable accommodations in accordance with applicable laws, including for disabilities, pregnancy, and religious practices.

The global leader in sports fashion, JD Group offers a world of choices across our portfolio of brands. With opportunities at our corporate offices in Indianapolis, IN and Boulder, CO, our distribution and call center, as well as 900+ stores across the nation, JD offers the possibility for infinite growth. At JD, our commitment to Diversity & Inclusion is louder than words. As part of JD’s commitment to creating a more diverse, equitable, & inclusive organization, we established voluntary, employee-led, Employee Resource Groups to support our Diversity & Inclusion mission and goals. We have also established a D&I Council composed of individuals throughout the company who are committed to creating an inclusive workplace where individuals of all races, genders, and backgrounds are free to be their authentic selves. We listen to the voices of our team members, which holds us accountable in creating an equitable and successful company. Together, we are stronger.