Voice Infrastructure Engineer

The Voice Infrastructure Engineer is responsible for the configuration and implementation of voice technology projects, problem resolution of incidents, as well as fulfilling move, add, change requests from business users.

About You – experience, education, skills, and accomplishments

• Knowledge of Cisco Unified Communications Manager including user administration, CUCM Dial Plan elements, Jabber, and Unity Connection voicemail.
• Knowledge of Cisco CUBE voice gateways with SIP to EAPVX and between other CUBEs, along with SIP and TDM services from telecommunication carriers.
• Knowledge of SIP and TDM voice technologies in conjunction with provider access to the public telephony network.
• Experience with telephony regulations across the Americas, EMEA, APAC, China, and India.
• At least 5 years of related technical experience, or equivalent combination of education, certification, and experience. 
• General understanding of data networking technologies in relationship to voice engineering.

It would be great if you also had . . . 

• Knowledge of Microsoft Teams Voice including user administration, resource accounts, auto attendants, calling queues, direct routing, calling plans, and usage reports.
• Knowledge of NICE CXone including user administration, understanding of IVR call flows with skills-based routing, softphone integration, and familiarity with CRM system integrations.
• Knowledge of Amazon Connect including user administration, flows and queues, and familiarity with LAMBDA functions.
• Knowledge of Cisco CUBE voice gateways in a Microsoft Teams Direct Routing environment.

What will you be doing in this role?

• Development and implementation of voice system configurations to support project objectives involving enterprise telephony and/or contact center solutions.
• Troubleshooting of issues in response to incidents escalated by the Network Operations Center or Service Desk.
• Administration of voice systems in support of enterprise telephony and contact center operations, including licensing installation/renewal, certificate management, monitoring and alerting setup, and product lifecycle management.
• Work with voice telecommunications providers across the globe for public calling access, phone number management, and support requests. 
• Deployment of hardware and services to support local voice telecommunication trunks or circuits.
• Participation in the development and testing of new technologies.
• Ensure technical documentation is kept up to date and in accordance with department standards.
• Submit change requests as needed in support of projects or problem resolutions in accordance with Change Management processes. 

About the Team

You will be part of high professional team and work together with them to shape our emerging on-premises cloud solution while using innovative technologies. 

Hours of Work

• Full Time
• Hybrid work model
• 45 hrs/week
• Participates in the 24 x 7 Network Engineering On-Call schedule as assigned 
• Occasional travel may be required.
• Position requires weekday (Monday - Friday) attendance with some scheduling flexibility available for off-hours work
• Individual may be required to lift equipment, maintain cabling, and work extended hours standing and performing work in an office or data center.

At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.