Unified Communications Analyst

Company Description

Artech is the 10th Largest IT Staffing Company in the US, according to Staffing Industry Analysts' 2012 annual report. Artech provides technical expertise to fill gaps in clients' immediate skill-sets availability, deliver emerging technology skill-sets, refresh existing skill base, allow for flexibility in project planning and execution phases, and provide budgeting/financial flexibility by offering contingent labor as a variable cost.

Job Description

Duration: 6+ months(Contract to hire) 

This hands on technical position will be responsible for supporting various VoIP and contact center technologies within IT Infrastructure, with an immediate focus on Cisco Call Manager, Cisco UCCE and Calabrio.

Complete day to day Telecom and contact center requests, such as: moves/adds/changes/call flow designs/repairs/troubleshooting and project related tasks Will be required to support various telecommunication technologies from Cisco, Avaya, Interactive Intelligence, Microsoft Skype for Business, Xmedius, Calabrio, Sonus and Intrado Identify single points of failure and work on solutions to mitigate risks. Look for opportunities to provide technology efficiencies and operational improvements. Develop business continuity and testing plans for contact center technologies Develop technical documentation consisting of diagrams, step by step procedures, system configurations, call flows and other pertinent information required for the voice environment Work with Telecommunications carriers and managed service vendors on trouble tickets, activations and terminations. 

5+ years of experience supporting mid to large scale enterprise-wide contact center platforms. MUST have experience with administration and support of Cisco Call Manager and Cisco Unified Contact Center 

Requires hands on technical experience with Cisco UCCE/CUCM/CCVP/CVP Studio/VXML/Unity/EIM/CICM/Proxy Server & Calabrio. SQL database management required. Must have knowledge of H.323 and SIP protocols 

Voice and Network Certifications preferred: CCNA Voice/ Cisco CVP Must understand Cisco server architecture and have experience with routing and switching 

Experience administering and supporting additional Contact center technologies a plus, such as: EIM-Email integration, CTI, IVRs, Auto attendants, CRMs, predictive dialers and CAD or Finesse Must be familiar with configuring Cisco gateways, dial peers and working with carriers on the provisioning of PRI and SIP Trunks. 

Must have experience with SBC technologies, such as Cisco CUBE Experience with other contact center technologies such as Interactive Intelligence and Avaya, a plus. Position will be required to support multiple vendor technologies 

Experience with DNS/DHCP/VLANs/E911/QOS/COS and TCP/IP 

Experience developing training materials and training end users

Qualifications

Technical Degree Preferred.

Additional Information

Best Regards,