At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes, skills and experience.

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Overview:

This position is for a Level 3 Cisco Voice IPT Engineer who will be part of the Global Voice Operations team responsible for delivery of managed telephony infrastructure services.

Responsibilities:

As a Level 3 engineer responsibilities will include:

• Administration, configuration, implementation, and maintenance of additional Cisco Call Center based telephony (PCCE, UCCE & UCCX) and application infrastructure. (*Primary responsibility*)

• Administration, configuration, implementation, operation and maintenance of Cisco VOIP, UC (Webex and Telepresence), and Messaging platforms.

• Tier 3 troubleshooting skills, including voice quality and network QoS.

• Resolving standard and complex incidents, service requests, and problems.

• Working with Telecom providers and 3rd party hardware/software maintenance vendors.

• Lead troubleshooting with team, customers, and providers.

• Communicate Voice network status and provide quality documentation.

• Attend daily/weekly meetings and interact regularly with management, customers and incumbents to constantly improve Voice Engineering services.

• Support of 24x7 business critical platforms and accounts during after-hours support

Requirements:

• Bachelor's degree preferred; or high school diploma + relevant experience

• 7+ years experience providing Voice Operations support services in a mid to large size organization supporting a variety of vendor platforms and technologies.

• Ability to implement, configure, operate, and administer Cisco based VoIP Voice and Messaging platforms which include Cisco Unified Communication Manager, TMS, Webex, Unified Contact Center (UCCE, PCCE&UCCX), Unity Unified Messaging, Gateways, Jabber Presence, and Softphone.

• Knowledge of Cisco Telepresence Management Suite (TMS), Maintenance and Troubleshooting

• Cisco Expressway

• Advanced knowledge of Telco services (PRI, DID, POTS, GS/LS Trunks, SIP)

• Understanding of TCP/IP, routing and switching protocols including SIP, LAN, WAN, VLAN

• Understanding and/or supporting QoS, MPLS, VLANs, Multicast solutions.

• Voice Industry or Vendor Platform Certifications. Cisco CCNA Collaboration or equivalent certification/training essential, CCIE written preferred.

• ITIL Foundation Certification preferred.

• Ability to prioritize and achieve results while working on several simultaneous tasks and high profile activities.

• Strong problem solving skills--ability to assess a problem and quickly determine an effective course of action.

• Strong Customer Service focus.

• Ability to communicate clearly with internal and customer management, peers and vendors.

• Strong English written and verbal communication, listening, and presentation skills.

• Ability to develop documentation (technical and work level instructions).

Mitel offers a comprehensive benefit program which includes affordable Medical, Dental, Vision, Life and Disability Insurance, Matching 401(k) plan, Paid time off (holiday, vacation and sick), Employee Assistance Program, Reward and Recognition Programs and more! Benefits may vary based on full-time or part-time employee status.

At this time, we are not offering sponsorship for US work authorization for any new job applicants.

For more information, visit or follow us on LinkedIn .

Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.

Mitel provides equal opportunities to all applicants and employees. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, national origin, sexual orientation, ancestry, sex (including gender identity, pregnancy, childbirth, or related medical condition), parental status, age, religion or religious belief, creed, disability, medical condition, genetic information, marital status, citizenship status, military service, political affiliation, or any other characteristic protected by state, federal law, or local ordinance.

These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, demotions, transfers, compensation changes, training, career development programs, layoffs, and terminations.

The Affirmative Action Plan is available for viewing to any employee or applicant for employment upon request.

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