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Job Details:

Technical Support with Service Now or Remedy ticketing system.

Key Areas of Expertise:

MS Teams Voice Cisco Enterprise Voice or Avaya Contact Center or Ribbon Transport 5 to 7 years of voice technology experience Service Now or Ticketing System Previous knowledge and work experience across the Bank is helpful.

Detailed Job Description:

Senior Operations technician responsible for support of Voice platforms interconnected to MS Teams Voice.  Will support and repair interconnectivity issues with Enterprise telephony, Contact Center, and Transport—including external carrier. Provide direct engagement and oversight, guidance, and governance for Voice operations for MS Teams interoperability with Core Voice services Should understand and be able to support MS Teams, Avaya, Cisco, Ribbon and similar. Additionally, the candidate will perform an operations technical role, including guiding technical recovery of Voice in house systems as well as Carrier engagements and escalation. Duties will include provisioning, testing and repair Voice Operations Voice support for MS Teams, Cisco, Avaya, Ribbon, and adjunct equipment, including E911.  Nice Recording provisioning a “plus”. Position serves weekly “on call” with other team members on a rotational basis. MS Teams Voice experience. MS Teams interoperability with Core Voice services. Between 5- and 7-years’ experience in working with Voice, including MS Teams Voice, Cisco Enterprise Voice, Carriers and Transport on service issues. Leadership and Communication on outages, including reporting change related incidents. Incident and change activities in the core voice production environment. Experience with engagement of support teams, including Domain Ops, CCO, Network Escalation. Experience with Remedy, opening and updating Incident Tickets. Experience with Change and Problem ticket management. Time management skills, high productivity.