VOICE Provisioning Engineer

Voice Provisioner

This position's primary purpose is to provision SIP and ISDN services for customer use and inContact network infrastructure. The Voice Provisioner will configure the customer’s approved connectivity model. This individual will be tasked with reviewing completed TQ’s and all pertaining documents to determine appropriate build/configuration. This individual will accept direction from management and senior engineers to complete assigned tasks.

Major Functions/Responsibility:

• Move, Add, Change and Disconnect orders for dedicated voice (SIP)
• Verifies Connectivity TQ's and all pertaining documents for accuracy and to determine appropriate build/configuration
• Coordinate with the customer to schedule and complete test and turn up calls.
• During test and turn up call capture completed calls
• During test and turn up call if calls are not successful troubleshoot and make any necessary changes for accurate and completion of build. Including reaching out to other teams as necessary
• Provisions and maintains advanced Dedicated Customer and Carrier connections
• Interfaces regularly with other internal inContact departments such as COGS team: Carrier builds, Carrier testing, Carrier CAC Increase/Decrease, Carrier Disconnects and all Documentation
• Works with Voice Engineering teams on Media Server builds and any associated troubleshooting issues.
• Communicates with customers, carriers, vendors and employees
• Performs pretesting with LECs and Vendors if required
• Performs quality assurance audits and takes responsibilities for errors
• Perform both oral and written knowledge transfer and training to technical team members, and other stakeholders
• Works in a rapid paced environment, multi-tasking daily, and be able to creatively problem solve and adapt to change and difficult situations.
• May be required to work nights, evenings and weekends
• Follows the company Code of Ethics and inContact policies and procedures at all times.
• Communicate in an effective and professional way with customers in and outside of inContact

Role Requirements:

• Bachelor’s degree in Telecommunications or related field or equivalent work experience
• 5+ years experience in telecommunications
• Experience with T1, DS3, OC3, OC12 install and test
• Knowledge of VOIP/SIP
• Knowledge of Windows OS and computer architecture
• Command level knowledge of UNIX & Linux OS and architecture
• Experience with a structured Trouble Ticket System
• Least cost routing network architecture
• Expert knowledge of MS Excel, Outlook, Visio
• Previous experience with configuring SBCs
• Proven track record of excellent communications and conflict resolution skills
• Empirix/Wireshark

Experience Preferred:  

• Sonus accreditation
• Ribbon SBCs and PSXs
• Salesforce
• Equinox
• SecureCRT or equivalent
• Ability to script or automate reetitive processes
• Working knowledge of TCP/IP, Routers, Switches, Hubs, Firewalls, Domains, DNS, DHCP and subnetting