• Strong level knowledge of voice network hardware and software, topologies and protocols.
• Excellent knowledge of Cisco VoIP infrastructure.
• Strong experience in Automatic Call Distribution (ACD) and large-scale Interactive Voice Response (IVR) systems.
• In-depth experience with selection, design, implementation and support of enterprise voice network systems and diagnostic tools.
• Strong analytical ability, judgment and problem analysis techniques.
• Excellent organizational, project management and troubleshooting skills with attention to detail.
• Strong ability to understand client expectations and to resolve issues that may affect delivery.
• Strong written and verbal communication skills with the ability to communicate technical proposals to management.
• Strong interpersonal skills with the ability to work effectively in a matrixed organization.
• Strong ability to mentor, coach and train lower-level engineers.
• Self-starter, with a demonstrated ability to learn beyond formal training with a strong aptitude for delivering quality products.
• Demonstrate ability to work with minimal direct supervision.
• Skills and experience in working independently, determining methods and procedures on new assignments.
• Skills and experience dealing with high pressure situations and quick changing circumstances, retail background is plus.
• Available to work 24x7 shifting or On-Call rotation as required. 

• Experience in configuring and troubleshooting Cisco Unity Connection Cisco Unified Call Manager (CUCM) 
• Experience in configuring and troubleshooting Cisco Contact Center tools (Finesse, Egain, Calabrio, ICM)
• Knowledge and troubleshooting Cisco Unified Border Element (CUBE)
• 4-year or 5-year degree (Computer Science, Information Systems, Computer Engineering, Electronics and Communication Engineering or relational functional field) or equivalent work experience.
• CCNA Collaboration and/or equivalent combination of education or work experience.
• 5+ years acting as a lead voice support engineer in infrastructure/voice network environments performing voice network planning, architecture design, engineering (hardware and software) and optimization.
• 5+ years of engineering and deployment experience.
• Strong knowledge of voice network hardware and software, voice network infrastructure and design, voice topologies and protocols.

Engineer will also need skills and experience in some or all of the following Voice solutions:

• Cisco Unity Connection Cisco Unified Call Manager (CUCM)
• Cisco Voice Portal (CVP)
• Cisco Unified Border Element (CUBE)
• VXML Gateways
• Session Initiation Protocol (SIP) Trunks
• Cisco Emergency Responder (CER)
• Cisco Attendant Console
• Cisco Unified Communications Manager Session Management Edition (SME)
• Cisco WebEx Soft Phone
• Voice Gateways, PSTN Trunks FXO, T1/E1
• QoS Knowledge for Voice and Video Infrastructure
• o Enterprise Dial-Plan knowledge