Cisco Voice Engineer

Interview: Phone and skype
the name is Avoyant and the end user is San Francisco General Hospital

Description:

Description
Our client is looking for a Cisco Voice Engineer for a major health care provider in downtown San
Francisco focused around Cisco Voice/UC solutions. Role involves collaboration on a daily basis with
technical experts (who are remote) to resolve client needs and issues. In addition to the items listed
below, the candidate should be able to demonstrate superior customer service, excellent
interpersonal and communication skills, relationship management and the ability to prioritize
effectively.
Duties & Responsibilities
Perform initial triage of all incoming requests
Provide client with status updates and issue resolution
Understanding and utilizing customer service software
Document and update knowledge base
Perform network readiness and telephony assessments
Implement and support Unified Communications solutions for clients based on industry best
practices
Provide knowledge transfer and detailed design/operational documentation to clients
Provide quality assurance documentation review and peer review on projects
Develop and maintain relationships with clients and internal teams
Experience and Abilities
5+ years of related IP Telephony/Network administration and support experience
3+ years of related experience in consulting environments, working with Cisco Unified
Communication design and implementation
Experience to include some of the following:
Cisco Unified Communications Manager/Call Manager
Cisco Unity/Unity Connection
Cisco Contact Center Express (UCCX)
Cisco Unified Presence
Cisco Emergency Responder
Cisco Unified Mobility
Cisco Unified Communications Manager Express
Video
Voice Gateways / Routers / Switches
Cisco CUBE Routers and other Client Solutions
Cisco MediaSense
Strong skills in Voice / Collaboration and solid R/S expertise
Responsible for the review, qualification, and ownership of complex client support calls or
tickets
Engineer is to assure correction of reported problems consistently communicating the status
and next actions.
Engineer should perform with minimal oversight.
Should be capable of performing in-depth situation analysis and employ mechanisms to
replicate reported problems to assure proper diagnosis.
Independently resolve the most technically complex, mission-critical issues or prioritize with the
customer.
Provide clear documentation of issues and collaborate with cross-functional teams and working
to grow relationships with senior-level technical resources.
Serves as a team member among co-workers
Performs job duties effectively with minimal distraction
Professional demeanor, behavior and appearance/dress
Excellent verbal communication skills.
Communicates effectively with patient/family members, co-workers, and management
Utilizes assertive communication skills in addressing concerns or problems
Excellent grammar, typing and spelling abilities (including clinical information)
Skills in establishing and maintaining effective working relationships with physicians, nonphysician
support staff and co-workers
Ability to maintain strict confidentiality, per corporate policies and legal compliance
Must demonstrate commitment, dependability and respect for other employees with regular
attendance, punctuality and adherence to agreed-upon schedule of availability
Performance Requirements / Expectations
Serves as a go to lead onsite for all customer needs
Performs job duties effectively with minimal distraction
Professional demeanor, behavior and appearance/dress
Excellent verbal communication skills.
Ability to maintain strict confidentiality, per corporate policies and legal compliance