Senior Voip Engineer

GraceMark Solutions; Dallas (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

GraceMark Solutions is seeking a Service Manager to oversee Cisco Call Manager, collaboration tools, and AWS Connect environments. You will ensure high availability, manage incidents, and drive continuous service improvements across these platforms.

Ideal candidates have 5+ years in IT service management, Cisco/AWS certifications, and proven leadership. The role focuses on client satisfaction, SLA adherence, and project delivery in a dynamic tech setting.

Qualifications

• Bachelor's degree in Computer Science, IT, or related field.
• Certifications such as Cisco CCNP or AWS Solutions Architect are highly desirable.
• Minimum 5 years in IT service management with CCM, collaboration tools and AWS Connect.

Responsibilities

• Oversee day-to-day operations of CCM, collaboration tools, and AWS Connect.
• Ensure SLAs and performance metrics are met across environments.
• Lead and develop IT professionals and foster high-performing culture.
• Manage incidents, root cause analysis, and preventative measures.
• Plan and oversee projects related to CCM, collaboration tools, and AWS Connect.
• Engage with clients, report performance, and drive service improvements.

Skills

Cisco Call Manager

AWS Connect

VoIP

Unified communications

IT service management

Education

Bachelor’s degree in Computer Science or IT

Cisco CCNP or AWS Solutions Architect

Job description

We are seeking a highly skilled and motivated Service Manager to oversee our Cisco Call Manager, collaboration environment, and AWS Connect environment. The ideal candidate will be responsible for managing service delivery, ensuring high availability, and maintaining superior service quality across these critical platforms. This role requires a blend of technical expertise, leadership capabilities, and a strong commitment to customer satisfaction.

About the Role

We are seeking a highly skilled and motivated Service Manager to oversee our Cisco Call Manager, collaboration environment, and AWS Connect environment.

Responsibilities

• Service Management:
• Oversee the day-to-day operations of the Cisco Call Manager, collaboration tools, and AWS Connect environments.
• Ensure systems are running efficiently and effectively, meeting service level agreements (SLAs) and performance metrics.
• Lead and manage a team of IT professionals, providing guidance, support, and development opportunities.
• Foster a collaborative and high-performing team culture.
• Incident and Problem Management:
• Manage and resolve incidents, ensuring timely and effective resolution.
• Conduct root cause analysis and implement preventative measures to minimize future incidents.
• Project Management:
• Plan, execute, and oversee projects related to the Cisco Call Manager, collaboration tools, and AWS Connect.
• Coordinate with cross-functional teams to ensure projects are delivered on time and within budget.
• Client Engagement:
• Build and maintain strong relationships with clients, understanding their needs and ensuring their satisfaction with our services.
• Provide regular updates and reports to clients on service performance and improvements.
• Identify and implement process improvements to enhance service delivery and operational efficiency.
• Stay updated with industry trends and best practices to ensure our services remain cutting-edge.

Qualifications

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant certifications (e.g., Cisco CCNP, AWS Certified Solutions Architect) are highly desirable.
• Experience: Minimum of 5 years of experience in IT service management, with a focus on Cisco Call Manager, collaboration tools, and AWS Connect.

Required Skills

Technical Skills

• Proficiency in managing Cisco Call Manager and related collaboration technologies.
• Strong understanding of AWS Connect and cloud-based contact center solutions.
• Experience with network management, VoIP, and unified communications.

Leadership Skills

Proven ability to lead and manage teams, with excellent interpersonal and communication skills.

Problem-Solving Skills

Strong analytical and problem-solving abilities, with a proactive approach to identifying and resolving issues.

Project Management Skills

Experience in managing IT projects, with a track record of delivering successful outcomes.