Key Responsibilities

• Manage and maintain the voice infrastructure, including Cisco, InContact, MS Teams, Polycom, and SBC.
• Oversee and support endpoint devices (e.g., Polycom, Cisco SPA, ATA).
• Perform technical coordination with OEM support teams for troubleshooting and technology assistance.
• Provide fleet support and hands-on management within Data Centers.
• Ensure adherence to ITIL processes for incident and problem management.

Technical/Functional Skills

• Strong knowledge and experience in managing Cisco voice systems.
• Experience with both on-prem and cloud contact center solutions, such as InContact and Amazon Connect.
• Familiarity with MS Teams for voice integration and management.
• Expertise in managing voice endpoint devices, including Polycom, Cisco SPA, ATA, and others.
• Good working knowledge of Windows PowerShell for automation and system management.
• Solid understanding of ITIL practices for incident, change, and problem management.

Required Experience

• At least 8 years of experience in managing Network Voice infrastructure and related technologies.
• Proven experience in managing voice communication systems, including contact centers, voice over IP (VoIP), and related hardware.
• Strong troubleshooting skills, particularly in voice-related network issues.

Preferred Qualifications

• Experience with Amazon Connect or similar cloud-based contact center platforms.
• Familiarity with Data Center operations and fleet management.

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