Xerox is the world's leading enterprise for business process and document management. Its services, technology, and expertise enable workplaces - from small businesses to large global enterprises - to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox serves clients in more than 160 countries. For more information, visit www.xerox.com, www.news.xerox.com, www.realbusiness.com or www.xerox.com/businessservices.
If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
*Senior Voice Engineer*
Xerox Business Services are looking for a Senior Voice Engineer to be part of a fast expanding hosted Avaya solution which covers many countries across the world apart from America and Canada.
*Job functions*
· To assist in the design, implementation and management of projects that may include new locations or deploying new technologies across the network.
· Conducting research studies, performing cost analysis, identifying design approaches to meet client’s requirements.
· Reporting on project status, capacity planning, and metrics, as well as generating any other reports requested by the client and management.
· Attend daily/weekly/Monthly meetings as required and interact regularly with management and clients to constantly improve services.
· Execute project work related to the Voice/Telephony support area during service interruptions with minimal supervision.
· Performs routine system administration and maintenance on local or remote locations with no impact to the business.
· Keeps documentation up to date for all telecommunications systems such call center routing, trucking and voice announcement scripts plus all Data Bases
· Proactively analyses, troubleshoots and resolves telecommunications systems and circuit issues in a timely manner.
· Resolves open help desk tickets and verifies all issues were properly resolved and documented.
· Interacts with end-users and all levels of management in developing solutions to problems or creating efficiencies pertaining to Telecom processes that impact business
· Possible Sunday working and having a Saturday and Friday off as their weekend
· There is a need for a One week in Four weekend on call rota and the possibility of working every fourth Sunday and have a Friday off if the client brings on locations in countries that work Sunday’s
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*Technical Requirements*
· Avaya PBX - 5 Years (Avaya & Media Servers, G3Si, Prologix).
· Voice Network/Telecom Experience – 5 years; VoIP Troubleshooting, Voice Capacity planning and Voice Network Design.
· Call center support – 2 years (Call routing, vectors, IVR, Automated Attendant, call statistics, Avaya CMS knowledge).
· Octel Voice Mail
· Implementation and support experience.
· MS Office including Project and Visio
*Skills*
· Outstanding interpersonal, analytical, and communication skills (written and verbal).
· Extraordinary organizational skills.
· Self-starter with the ability to work as a team, independently and remotely in a fast paced environment.
· Ability to manage multiple projects simultaneously.
· Participate in rotating on-call schedule
*Technical Knowledge*
· Implement, maintain and troubleshoot Avaya S8xxx class media servers and G450, G650 media gateways running Avaya Communications Manager R6.2
· Avaya Contact Center skills including Dial Plans, Vectoring, VDN, Skills, Variables, System configuration, ARS Table, Routing Plan, Service hours tables, CMS Agent & Supervisor, Moves, Adds and changes
· Brining on new locations / sites and loading new licenses onto platforms such as CM, CMS and AES
· Upgrading hardware to the latest version of software including CM, Session Manager, System Manager, gateways / LSP’s, Voicemail, AES
· Call Recording
· IP Agent
· One X range of applications. Communicator, Agent, Attendant & Mobile (6.2 CES Server)
· Modular Messaging & Aura Messaging.
· VPN Phone applications
· Reliatel would be advantageous
· Ticket Management Applications such as Remedy and Service Now would be advantageous
/Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to accommodations@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking./
**Job:** *Service Delivery, Client Network Services*
**Organization:** *IT Outsourcing*
**Title:** *Senior Voice Engineer*
**Location:** *Illinois-Itasca*
**Requisition ID:** *15015267*
**Virtual/work from home?** *No*