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Lead Voice Systems Administrator

Req id:  1780

Waterloo, ON, CA

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 

 

The Opportunity: 

Within the OpenText corporate environment, the Lead Voice Systems Administrator will be a member of a greater video and voice services team responsible for the global enterprise video, voice, and contact center environment.

 

You are great at:

The Lead Voice Systems Administrator will be responsible for implementations and operational maintenance and support of various technologies and products as typical of an enterprise global environment; these technologies include but not limited to the following:

•            Cisco UCM and Unity Connection 11.5 or greater

•            Voice gateways with SIP and MGCP gateway protocols

•            Voice gateway with T1/E1 PRIs and SIP Service providers

•            Cisco UCCE 11.5 or greater

•            Cisco CVP 11 or greater

•            Cisco Finesse 11 or greater

•            Cisco CUIC 11 or greater

•            Troubleshooting SIP and PRI voice services

•            Troubleshooting Call Center script and agent issues

•            Call Flow and System Documentation

•            Call Center Monitoring

•            Bulk administration, CDR, WFO tools

 

The Lead Voice Systems Administrator is expected to be responsive to direct assignments, monitoring alerts, automated tickets and escalations.

 

What it takes:

  • Candidate must have successfully completed a bachelor’s degree in Computer Engineering or Computer Science or other related and relevant technology field.
    • Candidate must possess working knowledge of the following itemsGeneral networking knowledge as relates to the OSI model, SNMP, Syslog, IP segmentation, VLAN designations, NTP, bandwidth throughput and saturation.
    • Cisco UCM/Unity Connections 11.5 or greater administration
    • Cisco UCCE 11.5 or greater administration, scripting, and support.
    • Cisco CVP 11 or greater
    • Cisco Finesse 11 or greater
    • Cisco CUIC 11 or greater
    • Contact Center Call flow design.
    • Cisco UCS platform as relates to UC VMs.
    • SIP and PRI voice services and related voice gateway configuration.
  • Maintain outstanding customer satisfaction, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution.
  • Accurately diagnose problem severity levels and prioritize call loads appropriately.
  • Recreate customer issues when needed, using logs, system management tools, and industry standard problem resolution tools and protocols.
  • Generate accurate, high quality trouble ticket, incident documentation, and knowledgebase updates, as well as other customer and problem documentation as required.
  • Candidate should be familiar with ITIL methodology and change management.
  • Candidate should be able to demonstrate organizational and attention to detail skills.
  • Candidate should exhibit ability to work independently, think and act responsibly and display good work ethics.
  • Candidate must have at least 10 years’ experience.
  • Candidate experience should be within a medium to large enterprise.
  • Candidate experience with core voice/video systems, voice gateways, call center applications, call routing systems (ACD), and call queuing
  • Candidate experience managing Cisco IP-IVR application design, development and support functions.
  • Candidate is preferred to have worked within a global team in their prior role.
  • Candidate should be experienced in developing technical documentation with diagrams.
  • Candidate should have working experience with Cisco
  • Candidate experience with call recording systems, including screen capture, a plus
  • Candidate experience with scripting for system automation, a plus

 

 

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com. Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA)Equal Employment Opportunity  and Employee Polygraph Protection Act


OPENTEXT - THE INFORMATION COMPANY

Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless. 

From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

It’s our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance. 

Perks 
If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards. 

Benefits 
Our employee programs prioritize employees’ well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer. 

Social events 
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.  

Corporate Citizenship  
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.

Explore your career and your potential. Become an OpenText Voyager.

Apply now »