Tulsa, OK

Responsibilities:

   1. Primary Point of Contact: Serve as the main interface between field technicians and

the NOC for voice-related issues.

2. Issue Triage: Receive, assess, and triage incoming voice-related problems reported by

field techs or detected through monitoring tools.

3. Troubleshooting: Utilize expertise in Cisco Unified Communications Manager to

diagnose and resolve voice-related issues promptly.

4. Remediation: Independently remediate minor issues within established guidelines

and best practices.

5. Escalation Management: Appropriately escalate complex or critical issues to senior

engineers or relevant stakeholders for resolution.

6. Documentation: Maintain accurate and detailed documentation of troubleshooting

steps, issue resolution, and escalation procedures.

7. Collaboration: Collaborate with cross-functional teams, including network engineers,

system administrators, and support teams, to resolve complex voice-related

Problems.

8. Continuous Improvement: Contribute to the enhancement of existing processes,

tools, and systems to optimize efficiency and quality of service delivery.

9. Adherence to Standards: Ensure compliance with established standards, protocols,

and best practices in voice network operations.

Qualifications:

1. Experience: Minimum of 2 years of hands-on experience working with Cisco Unified

Communications Manager (CUCM) in a telecom/networking environment.

2. Technical Skills: Proficiency in troubleshooting voice-related issues, VoIP protocols

(SIP, H.323), PBX, gateways, and related networking technologies.

3. Certifications: Cisco certifications (e.g., CCNA Collaboration, CCNP Collaboration) or

equivalent industry certifications are a plus.

4. Communication: Excellent verbal and written communication skills to effectively

interact with field techs, stakeholders, and cross-functional teams.

5. Analytical Skills: Strong analytical and problem-solving abilities to diagnose and

resolve complex voice-related problems efficiently.

6. Adaptability: Ability to work in a fast-paced environment, prioritize tasks, and adapt

to changing priorities and technologies.

7. Team Player: Capable of collaborating within a team environment and contributing

positively to team objectives and goals.