Operations Engineer

The Cisco Voice Operations Engineer will support the Voice Services technologies by pro-actively monitoring and quickly responding to hardware/software/network incidents. You will frequently collaborate with internal and external business stakeholders including vendor/contractor resources to configure, implement and maintain voice platforms. Primarily focused on resolving issues/incidents while remaining focused on security, up-time and performance. You will interact with end users across a variety of channels and global locations to troubleshoot, identify root cause and solutions to voice technology issues.

Key Responsibilities

• Voice Platform Management: Apply knowledge in design, support and maintenance for voice hardware/software, network, voicemail, VOIP. Configuration, implementation of voice solutions (call routing configurations voicemail systems, auto attendant, dial plans)
• Voice Quality and Performance Optimization: Identify and resolve issues related to call quality, voice quality, voice latency, echo and jitter to provide exceptional user experience
• Voice Troubleshooting and Support: Diagnose and resolve voice-related issues, including call routing problems, connectivity issues, and telephony system outages. Collaborate with cross functional teams to perform root cause analysis and implement appropriate corrective actions.
• Training & Knowledge Share: Conduct end user training and knowledge sharing on how to optimize use of voice services
• New & Emerging Technologies: Stay current and up to date on new and emerging technologies related to Voice Services, industry trends and recommend new voice technologies and tools that enhance overall experience for users.

Required Qualifications

• Bachelor's degree in Computer Science, Computer Engineering or a related field.
• 5 years' experience in IP Telephony supporting multiple product lines with a strong emphasis on level 3 support, configuration, troubleshooting, implementation, security:
  • Several Cisco Call Manager Clusters globally distributed
  • Cisco Unity Connection
  • Cisco Emergency Responder
  • Analog Gateways
  • Expressway Servers
  • Cisco Softphone solutions
  • Blended environment with Teams and Cisco products a plus
• Demonstrates the ability to take on new roles and opportunities.
• Strong problem solving, communication, and analytical skills.
• Demonstrates strong customer service skills.
• Possesses the ability to work in a changing environment with a minimum of direct supervision.
• Strong communications skills both verbal and written.

Preferred Qualifications

• Experience with Cisco network technologies (routers and switches).
• Familiarity with Cisco Contact Center UCCE/UCCX.
• Familiarity with Cisco Webex Control Hub and Webex Calling.
• Ability to work in and for a highly regulated organization, experience supporting a financial services company.
• Ability to periodically support working outside of normal business hours to provide support for high priority issues, project deployments, DR Exercises, etc.
• Highly innovative problem solver with strong analytical and customer service abilities.
• Ability to communicate and translate technical information into direction for end users.
• High reasoning aptitude and ability to quickly understand complex operating environment.

About Our Company

We're a diversified financial services leader with more than $1 trillion in assets under management and administration. Our team of 20,000 people in more than 20 countries advise, manage and protect the assets and income of more than 2 million individual, small business and institutional clients. We are a long-standing leader in financial planning and advice, a global asset manager and an insurer. Our unwavering focus on our clients and strong financial foundation connects each of our unique businesses - Ameriprise Financial Services, Columbia Threadneedle Investments and RiverSource Insurance and Annuities. Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world.

Ameriprise Financial is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, national origin, genetic information, age, sexual orientation, citizenship, gender identity, disability, veteran status, marital status, family status or any other basis prohibited by law.

Full-Time/Part-Time

Full time

Exempt/Non-Exempt

Exempt

Job Family Group

Technology

Line of Business

TECH Technology