Sr Voice Engineer

Procom Services; Durham (NC); On-site; USD 80,000 - 120,000; Full time

Job summary

Procom Services is seeking a Voice Engineer for a contract opportunity in Durham, NC. In this role, you will support Avaya systems, troubleshoot integrated voice networks, and ensure high service levels as per organizational agreements. Successful candidates will have extensive experience with VoIP technologies and strong interpersonal communication skills, contributing to customer satisfaction and operational efficiency.

Qualifications

• 5+ years of professional experience maintaining Avaya CM and related systems.
• Experience in troubleshooting voice systems and networks.
• Ability to create telecom documentation and manage ticketing systems.

Responsibilities

• Provide 1st and 2nd level technical support for integrated voice systems.
• Maintain vendor and customer relationships.
• Ensure management of customer requests via the ticketing system.

Skills

Avaya systems

VoIP systems

Customer service

Interpersonal skills

Technical support

Documentation

Education

Certification on Avaya technologies

Job description

Procom is a leading provider of professional IT services and staffing to businesses and governments in Canada.

With revenues over $500 million, the Branham Group has recognized Procom as the 3rd largest professional services firm in Canada and is now the largest “Canadian-Owned” IT staffing/consulting company.

Procom’s areas of staffing expertise include:

Job Description

On behalf of our client, Procom Services is searching for a Voice Engineer for a contract opportunity in Durham, NC.

Voice Engineer Job Details

Demonstrated skills on Avaya systems, which includes.

Avaya Communications Manager 5.2.1, or higher.

Avaya System and Session Manager

Avaya SIPERA SBC or other SBC’s

Nectar, or other VoIP monitoring tools

Infortel, or other CDR

Polycom, Lync, or other audio conferencing systems.

Qualifications

Develops and maintains appropriate vendor and internal/external customer relationships

Provide 1st, and 2nd level technical support for integrated voice systems and networks.

Maintains high level of expertise in current and emerging technologies

Create telecom documentation, defining equipment and circuit inventory.

Participates in ensuring that customer requests via the ticketing system are managed to closure.

Complies with all standard internal controls and processes.

Delivers results in support of achieving the organization’s Service Level Agreements.

5+ year’s professional level experience maintaining and troubleshooting Avaya CM and other related Avaya systems.

Performs programming, for ARS, AAR, Route patterns.

Adding Avaya 9650 hardphones, and One-x Commuicator Softphones.

Adding voice mail boxes in Avaya Modular Messaging system.

Know how to program and install DS1, Medpro, CLAN, and VAL circuit packs.

Be able to perform firmware upgrades to circuit packs.

Must know about TDM, Pri, and SIP Trunking.

Must know how to build Trunk Groups, Signal Groups, and DS1 programming.

Should know how to troubleshoot analog, modem, and fax lines.

Hands on knowledge with patch panels, cross connects, and punch down blocks.

Circuit packs, and G650 power supply replacement.

Know how to program phones features such as call forward, EC500, abrv-dial, hunt groups, cov-paths, VDN, and Vectors.

Updates standard documentation templates.

Must be able to meet with all levels within ITS and LOB to present options and provide technical direction within established standards.

Extensive experience with Avaya ACD/PBX/VoIP. DS-0, DS-1, and DS-3 circuits, , CSUs, Modems, inband signaling, ISDN PRI, digital and analog trunking, and voice channel characteristics. Avaya CM Call-Center Administration. Avaya Border Controllers/Session manager.

Experience with VoIP systems.

Experience with PC based tools and products, MS Office products suite preferred.

Interpersonal, organizational, customer service, communications verbal skills.

Plus to have, but not required. Certifications on Avaya, ACIS, and ACSS.

Additional Information

All your information will be kept confidential according to EEO guidelines.