Role:

Messaging & Collaboration- VOICE SME Location:

Joplin Missouri USA Please note, this role is not able to offer visa transfer or sponsorship now or in the future. Seeking a technical Support professional to provides technical support on MS Teams and Cisco platform.

Job responsibilities include:

• Working on day to day administration tasks like MACD request, proactive incident management, DID management
• Working on alert management, voip device registration, profile creations on Teams and Cisco
• Understanding of Global service offerings such as SIP Trunking, Audio and Video Conferencing and IP Telephony architectures
• Good knowledge on video conferencing and interop as expected to support on similar scenario and endpoints with knowledge on product similar to pexip
• Troubleshooting PSTN call issues and coordinating on Trunk, PRI issues
• Good understanding on MS Licensing
• Experience with SBC and voice gateway and understanding on Direct Routing configuration to provide support on same.
• Good experience with VOIP end points like Cisco or Teams Compatible devices like registration, firmware upgrade, troubleshooting
• Ability to troubleshoot and fix various technical problems
• Troubleshooting endpoints/gateways/gatekeeper registration
• Knowledge about Emergency Location and Assignment
• Experience managing voicemail system and troubleshooting Voicemail & Unity Call handlers
• Ability to read and analyse log files and network traces
• Day to day report fetching and analyzing CDR for proactive incident management
• Strong experience on log analysis, packet capture and ability to interpret
• Knowledge on ITIL & Safe Agile framework like SLA management with detailed understanding on classification of (P1, P2, P3, P4) Incidents(tickets), Change management.
• Strong knowledge in H323, SCCP, and

MGCP, SIP

• Design, Deploy and Troubleshoot phone profiles into portals
• Good understanding about voice dial plan , voice policies
• Identify, design and support solutions for PRI, DID, Toll free service, and other telecom services
• Knowledge on working with vendors (global and local telecom carriers) for ordering and operations or coordinating problem tickets
• Good Knowledge on Analog device support like fax, paging
• Prepare installation and upgrade procedures to be carried out on a CUCM or unity infrastructure to mitigate known bugs
• Develop processes and procedures to enhance effective support Skills
• Experience in supporting Microsoft teams & Cisco IP telephony
• Deep level of understanding of voice technologies: o Enterprise Voice configurations , Direct Routing in MS Teams o Voice policies & Class of Restrictions o Routing over a complex infrastructure (TDM , SBC, SIP, Media Gateways, VoIP, H.

323 ) o PBX, Codecs, QoS o read logs/traces from

CUCM & MS

Teams o SBC configurations and troubleshooting (AudioCodes)

• Tier 3 troubleshooting expertise
• IOS Gateway knowledge: configuration, administration, and troubleshooting
• Protocol expertise in

SIP, SCCP, MGCP, H323

• Experience with Cisco video infrastructure (Expressway, VCS,SX & MX series endpoints)
• Experience in supporting emergency responders (Cisco & Intrado)
• Experience in Supporting voice recording system (Cisco & MS teams)
• Experience in supporting PEXIP video integrations
• Experience in supporting IP Fax servers
• Should be Strong in Networking concepts and knowledge of VoIP with Routing & Switching Protocols, TCP/IP, QoS, SIP, VLANs, and WAN protocols and technologies
• Must have prior experience providing technical support to Enterprise Customers.
• In-depth Knowledge of Media gateways & Session Border Controllers.
• Good Working Experience and understanding of various Codecs (G.711, G.723, G.729 etc.) and VoIP technology.
• Microsoft team telephony as direct routing and operator connect
• Experienced on Audiocodes and ribbon sbc
• Anywhere 365