Job Description

SUMMARY

Supports the converged telephone network and voicemail systems that are both on prem Cisco UC systems and Microsoft Teams. Responsible for the operation and maintenance of the Cisco Unified Communications systems including Automated Attendant, IVR and ACD applications built in Cisco Unified Contact Center Enterprise (UCCE) with CVP and voicemail systems. Provides technical support to various departments and users with regards to VoIP telephone system. Serves as a liaison with vendors and other third-party providers.

LOCATION

Hybrid work from either our Jacksonville, FL or Atlanta, GA office is required with flexibility to work remote up to 2 days per week.

RESPONSIBILITIES

Monitor Cisco UC network components, online applications, network connectivity, and control telephone network, remote access, network components, online applications, and network connectivity; track and analyze problems and resolutions for the VoIP telephone system, Unity Connection voicemail system, Cisco Unified Contact Center (Finesse) system, Call recording (QMS), and XMedius Fax Server.
Provide expert analysis to end users of UCCE applications through CUIC reports.
Maintain, configure, and troubleshoot analog voice gateways and Session Border Controllers supporting a centralized SIP Trunk architecture.
Assist with call flow design and documentation.
Measure network resource availability, performance, and capacity on a scheduled basis with tools such as UC Expert, RTMT, system logs, router logs, Splunk, and call logs.
Voice systems migration from on prem to Microsoft Teams Voice.
Troubleshoot system failures, performance deficiencies, and provide analysis of failures and inefficiencies.
Work closely with vendor on maintenance and warranties.
Assists in the planning, forecasting, implementation, and identification of resource requirements for network systems (including wireless).
Participates in network planning, network architecture design and engineering.
Integrates and schematically depicts communication architectures, topologies, hardware, software, transmission and signaling links and protocols into complete network configurations.
Performs network problem resolution and assists in the documentation of technical standards and interface applications.
Monitors protocol compatibility, performs system tuning and makes recommendations for improvement.
Evaluates new products, performs network problem resolution and assists in the development and documentation of technical standards and interface applications.
Performs other duties as required.

MINIMUM REQUIREMENTS

Bachelor’s degree or the equivalent combination of education, training, or work experience
Requires 7+ years of IT work experience in infrastructure/network environments performing network engineering (hardware and/or software), design, planning and implementation
Requires 4+ years of experience working in an Enterprise network in configuring, maintaining and troubleshooting Cisco VoIP phone systems
Experience supporting Cisco UC server hardware

PREFERRED QUALIFICATIONS

Experience utilizing the Cisco Communications Manager, Unity Connection and Cisco Unified Contact Center
Relevant vendor certifications such as CCNA, CCNP, or CCIE
Basic understanding of DHCP, SIP, HTTP, FTP, VLAN, SSL, WAN/LAN, IP addressing
Excellent analytical, decision-making and problem-solving skills
Must be able to multitask in a fast-paced environment with focus on timeliness, documentation, and communications with peers and business users alike.
Ability to communicate well both verbally and in writing to technical and non-technical audiences of various levels within Black Knight or outside the organization (executives, regulators, clients, etc.)

Black Knight carefully considers multiple factors to determine compensation, including a candidate’s education, training, specialty, experience, and work location. The base salary (exempt) or hourly rate (non-exempt) is just one component of the total rewards package offered to our employees, including potential bonus or commission eligibility, insurance (medical/dental/vision/life/disability), matching 401(k) plan and matching employee stock purchase plan.

Black Knight is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, and protected veteran or military family status. Our employees’ diversity is our strength, and when we embrace our differences, it makes us better and brighter. Black Knight’s commitment to inclusion is at the core of who we are, and motivates us in how we do business each and every day.
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Job Types: Full-Time. Salaries: Less than 20,000.

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