Senior Voice Engineer

The VCU Telecommunications Service team has an exciting opportunity for a Sr. Voice Engineer to join our team!

Primary Purpose:
Responsible for maintenance and support of Avaya Communication Manager, Call Center Elite, Avaya Call Management System (CMS), Avaya System Manager, Avaya Session Manager, and voice mail applications. Assist in the planning, design, implementation, and management of projects for new locations and/or deploying new technologies across the voice network for the University and VCU Health.

Minimum Hiring Standards:
Extensive, demonstrable work experience in Avaya software and hardware telephony design and support, specifically for the following systems and services:
Avaya Communications Manager 7.0 or above
Avaya Session Manager/SIP integrations to 3rd party applications
Avaya System Manager
Avaya Session Border Controller
Avaya Call Management System
SIP endpoints and SIP trunking and other VoIP protocols such as H.323
G430/G450 configuration and deployment
Voice messaging systems; OpenText CX-E (preferred) and Avaya Communications Manager Messaging
Prognosis or other VoIP monitoring/troubleshooting platform
Working knowledge of e911 regulations and call management services/systems
Sound understanding and experience configuring ACD call centers in a distributed environment, to include one-X® Agent
Valid driver’s license and vehicle to drive as needed to support all sites

The position requires the employee to live within a 60 mile radius of Richmond, Virginia.
Demonstrated ability to work in a dynamic and demanding environment
Demonstrated ability to work in a team environment to achieve common goals
Experience performing disaster recovery testing
Detail-oriented and proven organizational skills
Exhibit excellent oral and written communication skills
Exhibit strong interpersonal relationship skills
Ability to demonstrate strong problem-solving skills
Project management experience for medium to large projects; ability to lead and influence others
Exercise considerable initiative, planning, and judgment and work independently
Strong knowledge of telecommunications network infrastructure, knowledge of data networking
Ability to participate in after hours on call rotation and after hours work as needed
Mentor/training -ability to share knowledge effectively and teach others; translate technical terms and concepts into easy to understand language
Ability to demonstrate proficiency in spreadsheet, database, email, and word processing applications; working knowledge of Microsoft applications and Google mail preferred, Smartsheets a plus
Working knowledge of IX Workplace
Experience with network regions, multi-location ARS routing
Support and troubleshoot carrier services including POTS, BRI and PRI
Demonstrated ability to work with service providers to isolate PRI/DID issues.
Demonstrated experience working in and fostering a diverse faculty, staff and student environment or commitment to do so as a staff member at VCU.

Preferred Hiring Standards:
Work experience designing and/or supporting Avaya/Verint WorkForce Optimization services; call recording advanced, speech analytics and workforce management
Telecommunications work experience in a health care setting
Work experience designing and/or supporting Call Back Assist
Experience with voice cloud solutions
Data networking
Degree in telecommunications, information systems or related field OR any equivalent combination of education, training, and/or experience that fulfills the requirements of the position



Salary Range: $110,000 - $128,000