Senior Systems Engineer IP Telephony (TEC00013295)
Job Description
Senior Systems Engineer IP Telephony-TEC00013295
Description
Thomson Reuters is the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. Through its more than 50,000 people across 93 countries, Thomson Reuters delivers this must-have insight to the financial, legal, tax and accounting, scientific, healthcare and media markets, and is powered by the world's most trusted news organization. More information about Thomson Reuters and its financial performance can be found on www.ThomsonReuters.com http://www.thomsonreuters.com/
The Thomson Corporation is a global leader in providing essential electronic workflow solutions to business and professional customers. Thomson provides value-added information, software tools and applications to more than 20 million users in the fields of law, tax, accounting, financial services, scientific research and healthcare. The Thomson Corporation's common shares are listed on the New York and Toronto stock exchanges (NYSE: TOC; TSX: TOC).
We are seeking a senior level telecommunications IP Telephony Systems Support engineer who will be responsible for providing core telecommunications phone systems based on Cisco IP telephony or Avaya IP based systems. Most have working experience in the following areas:
* Basic design concepts and standards. * Deployment of Cisco IP Telephony or Avaya phone systems. * Provide maintenance and support of IP telephony call center applications, including Avaya ACD as well as workforce, ticketing and knowledge management applications.
Duties and responsibilities:
* Work with network and systems architecture and IP telephony design team on design and planning phases for Cisco and Avaya IP telephony based solutions. * Maintain and support Cisco's IP telephony and Avaya related IP telephony infrastructure. * Administer and troubleshoot Cisco Unified Call Manager, UNITY voicemail, unified messaging, ICM Call Center systems, IVR and supporting infrastructure, including CTI integration to switching platforms, dialers, call recorders and desk top platforms. * Create, implement and support call routing scripts and required reports * Leading project based deployment teams. * Maintain documentation of the environment and operational procedures.
Qualifications
Qualifications Required (minimum 4 years experience)
* Expert knowledge of Cisco IP telephony and Avaya technologies and solutions. * Experience in administration of Cisco Unified Call Center Managers, UNITY voicemail systems, unified messaging, H323 and SIP voice gateways and analog gateways for Modem and faxing at the edge. * Experience in administration of Avaya PBX system platforms, dial plan. Calling vectors, ISDN PRI voice ports and trunks. * Knowledge of basic LAN and WAN administration on Cisco gateways and switches and TCPIP. * Experience in design and administration of dial plans and dial peers on Cisco voice gateways, for H323, SIP and Skinny (SCCP) call control protocols. * Knowledge in Cisco Emergency Responder (CER) and E911 standards. * Knowledge in Call Detail Record (CDR) reporting and associated tools. * Knowledge in administration of basic call handlers and attendant console. * Knowledge in IVR, self service or speech recognition systems. * Experience in administration and support call center solutions within large, highly complex organizations. * Knowledge of Call Center supporting applications such as ticketing system, workforce management and knowledge management highly desirable. * Strong critical thinking and analytical skills. * Excellent customer service and communication skills. * 2 to 4-year college degree
Thomson Reuters employees take pride in providing our customers around the world with information that is timely, accurate, unbiased and trusted. We have a profound respect for the professions and customers we serve and define our success in terms of their success. Our work environment is dynamic, innovative and entrepreneurial. We have a result-oriented culture that demands excellence, agility, and the desire to move quickly and precisely to seize opportunities. Our environment is both challenging and supportive - we give employees the opportunity to develop their skills and do their best work.
Thomson Reuters values diversity of culture and thought and seeks talented, qualified employees in all its operations around the world regardless of race, gender, national origin, religion, sexual orientation, disability, age or any other protected classification under country or local law.
Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer.
According to the U.S. Citizenship and Immigration Services (USCIS), the H-1B visa cap has been met for the fiscal year 2010 (October 1, 2009-September 30, 2010.)
Job Technology Operations
Primary Location US-NY-New York
Organization Info, Infrastr & Research Svcs
Schedule Full-time
Job Type Standard
Shift Day Job Nearest Major Market: Manhattan Nearest Secondary Market: New York City Job Category: Customer Service, Customer Service, Customer Service Representative, Engineering, Systems Engineer, Maintenance Engineer, Engineer, Finance, Accounting, Research, Research, Sales, Call Center, Science, Research Scientist, Service, Customer Service, Technology, Cisco, Network, Telecom, Telecommunications
Company Size
Large (1000+ employees)
Date posted
27/07/2010
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