Other perks include:
• On-site gym and fitness classes and one-on-one personal training
• On-site nurse, nutritional counseling, and mental health resources
• Full-service cafeterias
• Free shuttle service to Quincy Adams T Station
• Tuition assistance programs
• Opportunities to get involved: Arbella Activities Committee, Diversity and Inclusion Council, and more
• A company committed to community: volunteer opportunities, employee-led community efforts,
and the Arbella Insurance Foundation
• Robust training, mentorship, and professional/personal development programs
• Colleagues who genuinely care about each other
Arbella is committed to building a workplace that’s diverse, inclusive, and equitable for everyone. We’ve created a culture that supports a diverse workplace where all are valued for their talents and are empowered to reach their full potential.
It’s no wonder our employees have voted Arbella one of the Boston Business Journal’s “Best Places to Work” every year since 2009!
Under minimal supervision, the technical specialist II in the voice engineer role will participate in the planning, development, and support of telecom and voice technology solutions. The technical specialist II will perform daily & weekly tasks to ensure the availability, performance, health and operations of the voice systems and services, including tasks of monitoring of Microsoft Admin Portal & Voice Dashboard, Carrier Service Portals, ITSCM Incident and Service request review and acknowledge: They Lead small size efforts to include direction of technical and portfolio teams and drive decisions with moderate supervision.
The engineer develops and demonstrates technical and operational understanding of more complex responsibilities through day-to-day monitoring and triage of trouble ticket management and collaboration with senior voice engineers.
Key Responsibilities:
Voice System Administration:
Daily Management of MACD Assignments
Review and address all teams voice service requests and incidents
Maintain DID and TFN system of record for accuracy
Monitor and acknowledge carrier portal activity
Ongoing review and adjustments of Voice Service workflows and documentation.
Participate in and support maintenance windows for change request.
Voice Carrier Service Administration:
Monitor, Manage and Support Call Tower & Microsoft Teams Reporting and Admin portal
General IT Support:
Provide technical support to ITSC
Manage Cherwell incidents and service requests assigned to Voice Services
Participate in on-call rotation
Key Requirements:
Knowledge and experience with Telecom technologies is specific to MSFT UC TEAMS VOICE, IP Telephony. Call Reporting, Call routing fundamentals.
Knowledge of End User voice services. IP Phones, Sip/H.323 endpoints, CDR, Remote worker, Softphone. ATA, Audio Code.
Strong understanding of e.911 Services and configuration within UC systems, Compliance Laws.
Good Knowledge of Microsoft Teams admin console, feature, licensing enablement and administration.
Foundational knowledge in call routing methodology such as Skills, Proficiency, Hunt Groups, calling search space, CDR, call tracing, dial plan, auto attendant.
Knowledge of telecom carrier services, SIP trunking, Number Porting. MACD
Excellent customer service, communication and collaboration skills.
Our current reasonable and good faith estimate of the annual salary wage range for this position is approximately $76,000 to $95,000 based on a variety of factors including, but not limited to, relevant skills and experience, educational background and certifications, performance and qualifications, market demand for the role and other organizational needs.
Please note: The advertised pay range is not a guarantee or promise of a specific wage.
#LI-MG1
Skills Required
- Knowledge and experience with Telecom technologies specific to Microsoft Teams Voice
- Strong understanding of e.911 Services and configuration within UC systems
- Knowledge of telecom carrier services, SIP trunking, Number Porting
- Excellent customer service, communication and collaboration skills
What We Do
Founded in 1988 in Quincy, Massachusetts, Arbella provides affordable car, home, and business insurance in Massachusetts and Connecticut, and business insurance in New Hampshire and Rhode Island. Our vision is to be the best property and casualty company in the Northeast. Period. We are proud to be consistently recognized as one of the Best Places to Work by the Boston Business Journal. We think you’ll find Arbella to be a different kind of insurance company – one that does good for our employees, our customers, our independent agents, and our communities. Our people are caring, collaborative, passionate, and involved, and we work hard to support their total well-being. Arbella is a good place to be. Come explore what it can be for you. Arbella. Here. For Good.
