Job description

We Deliver the Goods:

Competitive pay and benefits, including Day 1 Health & Wellness Benefits, Employee Stock Purchase Plan, 401K Employer Matching, Education Assistance, Paid Time Off, and much more
Growth opportunities performing essential work to support America’s food distribution system
Safe and inclusive working environment, including culture of rewards, recognition, and respect

Position Summary:

Reporting to the Manager of IT Operations, the Enterprise Voice Engineer plays a key role in leading and developing Performance Food Group’s (PFG) Voice infrastructure support team. This position provides technical leadership for the Network Voice team, and works with other IT teams to remove obstacles impeding progress.

The Enterprise Voice Engineer maintains all aspects of PFG’s Cisco Enterprise Voice environment. This includes new implementations, upgrades to existing infrastructure and troubleshooting.

Position Responsibilities:

Technical ownership of Cisco Unified Communications Platform
Provide technical leadership for the Network Voice team
Subject Matter Expert and primary escalation point for Unified Communications platform
Troubleshoot and maintain Cisco Unified Contact Center Express (UCCX)
Troubleshoot, manage and maintain Fax applications
Lead the design and implementation of new Voice platform features and enhancements
Lead the design and implementation of new Voice site deployments
Provide analysis and participate in capacity planning, version control and life-cycle management for our Cisco Unified Communications Platform
Develop root cause analysis of significant events and recommend remediation steps
Lead the creation and maintenance of system and troubleshooting documentation
Manage voice related service disruptions and escalations to resolution
Manage network voice incidents, service requests and escalations exceeding SLA’s
Performs other related duties as assigned

Qualifications- Bachelors and/or any equivalent combination of experience, education, and/or training

6 - 10 Years
Designing, implementing and managing Cisco Voice Infrastructure in a large enterprise environment
Significant experience with Unified Communications Manager 11.x, Unity Connection 12.x and Contact Center Express 11.x or comparable versions.
Significant experience with configuration and maintaining Cisco Voice Gateways (analog, MGCP, SIP), dial plans, call routing, and control protocols
Experience with Cisco Video products including Expressway C/E and Webex Control Hub a plus.
Advanced knowledge of routing, switching, and LAN switch configuration and troubleshooting as it relates to a Cisco Voice Enterprise environment
Understand implementation and troubleshooting of Quality of Service (QoS)
Ability to create and present technology solutions to both technical and non-technical audiences
Demonstrated leadership skills
Demonstrated high level of analytical and problem solving skills in all aspects of Cisco Voice Applications
Work in a fast paced environment with the ability to handle multiple concurrent tasks
Excellent communication skills both written and verbal

Required profile