Senior Unified Communications / Voice Engineer

Job Location: Remote, USA (East Coast)
 

Responsibilities:

• This position provides technical support, administration, troubleshooting, system security, migration/integration, research and analysis, and technical consultation to our business customers. 

• Interact closely and consult with our business customers to provide solutions to communications related issues and needs. 

• Will support, administer, and troubleshoot a global Cisco WxC/WxCC, and Cisco UC environment.  

• Will take active role in large scale projects as well as perform RTE/BAU to include macd and level 2 and 3 service tickets. 

• Maintain and manage call recording systems (Calabrio a plus). 

• Maintain and manage call reporting systems such as CUIC and analyzer (Variphy a plus) and consult with business customers to provide reporting solutions. 

• Engage and escalate to 3rd party vendors including experience working with Cisco TAC, Carrier support, etc. 

• Take an active role in deploying new applications and systems to our business customers including Omni Channel functionality, AI, voice and data integration. 

• Join troubleshooting bridge calls for major incidents. 

• Perform patching, updates, certificate installs, upgrades, refreshes, and other maintenance activities. 

• Communicate directly with end-users as necessary, to resolve issues and complete requests. 

• Assist with post-mortem related activities and support various efforts related to operational improvements. 

• Light travel may be required (5%). 

• Participate in an on-call rotation. 

• Weekend/after hours (out of production work) will be expected. 

Qualifications:

• High school diploma required

• Must be a forward thinking individual with excellent verbal and written communications skills 

• 5+ years of experience working in Cisco UC/WxC/WxCC environments 

• Experience supporting call recording and analytics platforms (Calabrio a plus) 

• Experience supporting call reporting/CDR systems (Variphy a plus) 

• Working knowledge of M365 and D365 integration points (Voice) with Cisco Systems 

• Working knowledge and some proficiency with Cisco UCCE a plus 

• Experience troubleshooting Cisco CUBE  

• Strong understanding of voice and network protocols. 

• Cisco CCNA voice certification a plus. 

• Must be a quick learner and must adapt to evolving technology set. 

• Experience with Programming, PowerBI, and API's is a plus 

US Work Authorization required. Markel does not provide visa sponsorship for this position, now or in the future.

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Who we are: 

Markel Group (NYSE – MKL) a fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world. 

We’re all about people | We win together | We strive for better 

We enjoy the everyday | We think further 

What’s in it for you: 

In keeping with the values of the Markel Style, we strive to support our employees in living their lives to the fullest at home and at work.  

• We offer competitive benefit programs that help meet our diverse and changing environment as well as support our employees’ needs at all stages of life.  

• All full-time employees have the option to select from multiple health, dental and vision insurance plan options and optional life, disability, and AD&D insurance.  

• We also offer a 401(k) with employer match contributions, an Employee Stock Purchase Plan, PTO, corporate holidays and floating holidays, parental leave.   

Are you ready to play your part? 

Choose ‘Apply Now’ to fill out our short application, so that we can find out more about you. 

Caution: Employment scams 

Markel is aware of employment-related scams where scammers will impersonate recruiters by sending fake job offers to those actively seeking employment in order to steal personal information. Frequently, the scammer will reach out to individuals who have posted their resume online. These "job offers" include convincing offer letters and frequently ask for confidential personal information. Therefore, for your safety, please note that: 

• All legitimate job postings with Markel will be posted on Markel Careers. No other URL should be trusted for job postings.

• All legitimate communications with Markel recruiters will come from Markel.com email addresses. 

We would also ask that you please report any job employment scams related to Markel to [email protected]. 

Markel is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of any protected characteristic. This includes race; color; sex; religion; creed; national origin or place of birth; ancestry; age; disability; affectional or sexual orientation; gender expression or identity; genetic information, sickle cell trait, or atypical hereditary cellular or blood trait; refusal to submit to genetic tests or make genetic test results available; medical condition; citizenship status; pregnancy, childbirth, or related medical conditions; marital status, civil union status, domestic partnership status, familial status, or family responsibilities; military or veteran status, including unfavorable discharge from military service; personal appearance, height, or weight; matriculation or political affiliation; expunged juvenile records; arrest and court records where prohibited by applicable law; status as a victim of domestic or sexual violence; public assistance status; order of protection status; status as a smoker or nonsmoker; membership or activity in local commissions; the use or nonuse of lawful products off employer premises during non-work hours; declining to attend meetings or participate in communications about religious or political matters; or any other classification protected by applicable law.  

Should you require any accommodation through the application process, please send an e-mail to the [email protected].    

No agencies please.