Software Implementation Technician

This role will work closely with the network team in daily operations and is responsible for level 3 incident and problem response, ensuring that SLAs are met, change management, patching, vulnerability management and day-to-day support of our Cisco technologies

Responsibilities of the role include, but are not limited to:

• Serve as lead for assigned voice network development and software implementation projects; evaluate and assess client needs; identify and recommend allocation of resources including staff, equipment and materials; set task priorities.

• Troubleshooting & Optimization: Execute L2/L3 support and perform root cause analysis for voice issues, addressing packet loss, jitter, and latency.

• Work with Howmet network engineers to configure Cisco integrated service routers and multi layered switches to support voice operations.

• Migration of on-prem VOIP environment to CISCO Webex calling.

• System Deployment: Design and configure Cisco Unified Communications Manager (CUCM), Cisco Emergency Responder (CER), Cisco Unity Connection (CUC), and Session Border Controllers (CUBE / Client).

• Call Routing & Dial Plans: Manage route patterns, translation rules, and calling search spaces to ensure reliable internal and external PSTN connectivity.

• Create and maintain detailed documentation for voice solutions and deployments. This includes developing voice dial plans and documenting configurations and procedures.

• Review, develop, and ensure compliance to standards for the voice network infrastructure system access, modification enhancement and replacement of system hardware and software.

• Vendor Management: Coordinate with telecommunication carriers and third-party vendors for number porting and incident resolution.

• Upgrades & Compliance: Oversee software patching, system backups, and firmware upgrades on Cisco voice gateways, phones, and servers.

• Provide out of hours support, when required.

Technical Qualifications

• Core Technologies: CUCM, CER, CUC, UCCX (Cisco Unified Contact Center Express), and Expressway.

• CISCO Webex Calling

• Protocols: SIP (Session Initiation Protocol), H.323, MGCP, and RTP.

• Networking: Strong understanding of IP routing, switching, and QoS (Quality of Service).

Basic Qualifications:

• Strong analytical, root-cause-analysis, and incident-resolution capabilities.

• Capability to manage after-hours maintenance windows and support issues.

• Clear communication and documentation skills for drafting technical network diagrams and Standard Operating Procedures (SOPs).

Preferred Qualifications:

• 5-7 years' experience

• Certifications: Professional-level credentials, such as the Cisco Certified Network Professional (CCNP) Collaboration

• Familiarity with ServiceNow ITSM solution and CMDB.

• Working knowledge of ITIL.

• Large project management experience and demonstrated understanding of project management processes, methodologies, and techniques.

• Knowledge of enterprise data center and infrastructure environments.

• Strong human relation skills and ability to interact with vendors (i.e. hosting providers), offshore resources, and other IT professionals in a global environment.

• Experience with IT governance and change management.

• Ability to drive to consensus as well as to absorb and present complex ideas in a succinct and accurate manner