Description Voice Engineer: • Need: o Leading Voice Implementation o Working with vendors o Managing budgets o Network telephony o Contact Center experience- Cisco, Avaya, etc. o Managing stakeholders o Started transformation 1-2 years ago • Global Implementation: o Moving from Cisco and Avaya to Five9 for the Western Hemisphere o Eastern Hemisphere technology yet to be decided o Japan and the US are already live • Technology o Technology agnostic, evaluating a wide range of solutions o Cloud/restful technologies and APIs • Technologies: 1. Cisco 2. Cloud-oriented experience for business telephony (Avaya, Five9) 3. Experienced in complex, multi-subsystem system-level troubleshooting, including hands-on experience Responsibilities • Implements & maintains systems and provide 3rd line of support for owned technologies (SME role) • Taking the role and actively participate in shaping the current and future direction of the Global Unified Collaboration & Contact Center Platform and ensure those technologies are aligned with the business strategic plans and Global IT Strategies. • Has a strong understanding of information systems, business processes related to Customer Service (Contact Center operations) • Keep current with trends and issues in the IT industry, including current technologies and prices. Advice, counsel, and educate executives and management on their competitive or financial impact. • Interface between regional Business users and Management to ensure business prioritizes and needs are incorporated at a corporate level for defining and implementing Global Unified Collaboration strategy • Desire to develop and learn new technologies Required Technical Skills • Experienced in complex, multi-subsystem system-level troubleshooting, including hands-on experience • Very Good understanding of network & cloud technologies • Experienced in Five9 / Cisco UCCE architecture, implementation and maintenance. Overall market awareness regarding Cloud Contact Center technologies and trends • Experience in configuring and troubleshooting Cisco Unified Communications Manager (CUCM) environments • Market awareness and working experience in Cloud Business Telephony solutions (i.e MS Teams Direct Routing, Cisco Webex Calling, etc) • Experience in architecture & design of Session Border Controllers like Cisco CUBE, 3rd Party SBCs (i.e Ribbon ,Oracle) • Web Services Implementations (SOAP, RESTful), Java, Java Scripts, PHP Additional Preferred Technical Skills • Database - Microsoft SQL, • Working knowledge about public cloud technologies (AWS, Azure) • Good understanding on QM / WFM platforms available on the market (i.e Verint/Calabrio/Eleveo) • TelePresence Technologies (Cisco, Poly,Pexip) • Added advantage if candidate possess ITIL, CCNA or CCNP Voice/Collaboration certification or from any other vendor listed above Soft skills Required • Very strong communications skills and English skills (min. B2 level) • Capable of leading and supporting technical or business projects independently, • Able to multi-task in a fast-paced environment • Able to make decisions by his/her own based on knowledge and experience • Flexible, service oriented, well-motivated team player, able to work under pressure Skills VOIP, Unified communications, Cisco call manager, Cisco VOIP, Avaya, Five9 Additional Skills & Qualifications Preferable Qualification: • Knowledge on the level of CCNP Voice/Collaboration • Database and Web Technologies - Microsoft SQL, • Web Services Implementations (SOAP, RESTful), Java, Java Scripts, PHP • Working knowledge about public cloud technologies (AWS, Azure) Pay and Benefits The pay range for this position is $60.00 - $90.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision• Critical Illness, Accident, and Hospital• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available• Life Insurance (Voluntary Life & AD&D for the employee and dependents)• Short and long-term disability• Health Spending Account (HSA)• Transportation benefits• Employee Assistance Program• Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Ada,MI. Application Deadline This position is anticipated to close on Feb 17, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.