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WEEKDAY 2nd SHIFT
MONDAY - THURSDAY 14:00-00:00
The Voice NOC Engineer is accountable for troubleshooting Allstate voice related services. The Voice engineers role will be primarily working with pursuits, potential and current incidents/problems and complicated system impact issues. Candidate must be able to support enterprise wide VoIP infrastructure and associated hardware & software, including IP-PBXs, legacy PBX systems, call management systems, Aura voicemail, soft-phones, automatic call distribution and interactive voice response systems.
Expectations for the Voice NOC Engineer are to have exposure to traditional voice, data and IP Telephony technologies, as well as knowledge and experience with a converged environment. Exhibit outstanding and consistent technical skills in areas of VOIP, TCP/IP Internetworking, TDMoIP, and IP/PBX Trunking in Avaya environment.
Voice NOC Engineer is also accountable for supporting incidents with the efforts of assessing risk, coordinating resolution with the NOC Team and delivering assigned incidents. The Network Operation Centre (NOC) have three main roles:
1. To ensure maximum possible service availability and performance
2. To support system level configurations on all voice equipment
3. To provide support services for Engineering and other technical teams
These result in a highly diverse range of duties for the NOC - our engineers are required to ensure they are fulfilled in a timely, co-operative and professional manner.
Act as a team member providing engineering experience in both critical situations and day-to-day operations.
Have a high level of knowledge with all voice infrastructure components, how they interact as well as how they relate to other services and platforms provided by Allstate.
Participate in design discussions with the architecture team and lead implementation of new voice products, solutions, and services supporting voice infrastructure at Allstate.
Provide support and leadership for customer issues within the team and coordinate third party vendor interaction, including Network Operation Center partners to ensure prompt and professional resolution. Analyze and resolve complex voice issues in day-to-day and critical situations down to root cause.
Applies knowledge of call center operational dynamics as it relates to design and implementation of ACD (Automatic Call Distribution), CTI (Computer Telephony Integration), and Session Manager Routing utilizing industry solutions to solve call center related issues.
Work with the voice team to administer and maintain carrier VoIP platform across multiple vendor equipment including hardware and software upgrades. Plan, develop, coordinate and assist in completion of scheduled voice platform maintenance.
Participates, as a key member of the Telecommunications team, in the design, installation, configuration, troubleshooting, and monitoring of core services required for VoIP (Voice Over Internet Protocol) deployments including QOS (Quality of Service), COS (Class Of Service) VLAN’s (Virtual Local Area Network), SBC’s (Session Border Controller) and SIP (Session Initiated Protocol) Carrier Services.
Ability to work in an “on call” implementation and support situations, as well as some nights and weekends.
Perform daily checks, monitor vendor support and perform required maintenance to keep the voice systems highly available, highly stable, and always performing optimally.
Liaising with internal and external customers.
REQUIRED KNOWLEDGE, SKILLS AND EXPERIENCE:
• Excellent verbal and written communication, interpersonal and customer service skills.
• Self-starter, able to work independently and as part of a team in a fast paced environment.
• Expert knowledge of network switching and routing.
• Knowledge of VoIP (H.323 and SIP) and TDM (ISDN and RBS).
• Knowledge of Avaya Gateways, Communication Managers, Session Managers, CMS, Aura Messaging platform, and CTI applications.
• Knowledge of VXML-based IVR Systems.
Education: College degree or equivalent work experience; 1-5 years of related experience;
· ComTIA CTP+
· ACE (Avaya Certified Expert)
· Cisco CAN
· ITIL Foundations
Good Work. Good Life. Good Hands®.
As a Fortune 100 company and industry leader, we provide a competitive salary – but that’s just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, you’ll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy.