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Discover. Innovate. Collaborate. Inform. A few words we use to describe a career at OCLC.
Technology with a Purpose. OCLC supports thousands of libraries in making information more accessible and more useful to people around the world. OCLC provides shared technology services, original research and community programs that help libraries meet the ever-evolving needs of their users, institutions and communities. With office locations around the globe, OCLC employees are dedicated to offering premier services and software to help libraries cut costs while keeping pace with the demands of our information-driven society.
This Associate Voice Engineer role will be an engineer on the Network Team and will be primarily responsible for the configuration and administration of Cisco unified communications, collaboration, and telephony systems.
This position will enable staff across the world to effectively communicate and collaborate with each other utilizing a secure, robust platform.
Responsibilities:
Operationally supports the enterprise-wide platforms related to Cisco IP telephony (CUCM v10+) including Unity Connection, Cisco Contact Center (UCCX v10+, scripting, call center reporting, and Finesse) and Call Recording.
Maintain day to day system operations and fulfill requests for configurations changes (MACD) including support for Service Desk and others that may need assistance.
Supports ancillary systems such as
Expressway C and E
Cisco SIP/H.323 gateways
Cisco IM&P
Session Border Controllers
Assists with the planning and implementation of new or upgraded hardware and software systems; maintains current knowledge of hardware, software and voice/network technology and recommends modifications as required.
Participates in the implementation of 3rd party solutions for collaboration services.
Configures and troubleshoots the Audiocodes fax server
Maintains documentation and updates the voice, collaboration, and related voice infrastructure.Tests and implements vendor patches as needed to maintain system currency and support.
Makes corrective actions when necessary following change control guidelines and polices including creating all required technical documentation.
Reviews and approves telecom provider invoices in TEM & accounting systems.Completes research and follows up with vendors on identified billing issues.
Use industry standard best practices to provide support to multiple business units.
Supports in-room collaboration devices for Cisco Telepresence and integration with other collaboration tools such as MS Teams, Webex, & Zoom
Provide after hours on-call support on a recurring basis.
Qualifications:
Bachelor’s degree in a Computer Science related discipline required and skills usually represented by at least 2 years of working knowledge of Windows based systems
Cisco UC Experience with MACD
Have a working knowledge of network infrastructure components that support the Unified communications solution, with emphasis on voice gateways, such as the following:
