Responsible for providing the design and development of the Finish Line Voice environment. Consisting of Gamma Cloud Solutions and Cisco Unified Communications Manager. Provide management with supporting information and recommendations to hardware, software upgrades and purchases to handle growth and organization needs for Voice and Video network. The Engineer assists in the administration, installation, configuration, maintenance and support of the VoIP systems by performing the following main duties: Responsible for the Voice over IP phone system interconnecting the Home Office, Finish Line stores and remote users and remote Contact Center functionality, as well as primary contact for after hours’ support. Responsible for tier 1 and 2 troubling shooting, MACD (Moves, Adds, Changes, and Deletions), Modifications and ongoing maintenance upgrades of Ecommerce Contact Center, Inventory Control Contact Center, and Store Systems Contact Center or the Finish Line store locations. Provide support, maintenance, and configuration on VoIP hardware such as Polycom and Cisco IP phones. Genesys PureConnect VoIP, Recorder, Optimizer, and .NET client servers and software. Including Cisco UCM (Unified Communications Manager). Provide Backup Support Maintenance for store to store and store to corporate calls via Cisco Unified Communication Manager. Administration of SIP Trunks between Cisco Unified Communication Manager and Gamma (Voice) / Waterfield (IVA-R) phone system. Administration and performance of changes to the IVR and Queues for Finish Line enterprise and contact center as needed. Perform tier III trouble shooting of Voice and Video network issues Resolve daily service requests of Telecommunication voice queue. Responsible for the periodic patching and software updates to Voice network solutions. Researches emerging Voice infrastructure technologies and processes by reviewing white-papers, attending conferences, coordinating project demonstrations, and preparing recommendations for business solutions. Assists in the inventory (tracking and reporting) of Voice equipment. Performs the planning, design, configuration, and implementation of reliable, Voice Infrastructure Solutions. Work with vendors, application developers and other technology groups to resolve problems. Responsible on VoIP infrastructure and policy adherence. Provide ongoing training for all Voice solutions for HQ, Stores, and remote users. Provides continued support to all Finish Line Project initiatives concerning Voice for the full project lifecycle where expertise is required. Analyzes Call flows and current utilizations of PRIs/SIP Trunks or other technologies to make recommendation for current and future uses. Additional duties and projects as required. Required Education and/or Experience: This position requires an Associate’s Degree (A.S.) in related field and at least 2-3 years’ experience with the Cisco Unified Communications Manager platform or equivalent VOIP experience.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Sit for more than 6 hours per shift Use hands to finger, handle and feel Reach with hands and arms Talk and/or hear Walk or move from one location to another Occasionally may need to climb, balance, stoop, kneel, or crouch Lift and/or move up to 10 pounds regularly and up to 50 pounds occasionally Punctuality and regular attendance consistent with the company’s policies are required for this position. Average workweek is 40-50 hours, which can vary depending on business needs.
Work Environment:
The work environment for this position is a moderately noisy office setting with very limited exposure to a moderate to loud warehouse setting. The company reserves the right to modify this job description with or without notice. Employees may be asked to perform additional duties outside of normal job scope on a temporary basis per company policy. #LI-DNI
