Technical Specialist 2

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Job Description: Infrastructure Networks - Voice SME
Voice Subject Matter Expert (SME)

Where you will play a pivotal role in leading projects focused on the modernization of our voice infrastructure. As a key player in our Unified Communications strategy, you will leverage your expertise in Session Initiation Protocol (SIP) and Cisco technologies to enhance the overall call experience for our customers. You will collaborate with multidisciplinary teams—partnering with internal departments and external telecom suppliers— to diagnose and resolve technical issues while promoting efficient communication practices across our global network. This position demands a proactive leader who thrives in a dynamic, multicultural environment and is dedicated to continuous improvement and operational excellence. If you possess a robust background in IP-based voice technologies and a commitment to delivering quality solutions, we invite you to help us shape the future of voice services at Michelin.

Responsibilities Include:

• Voice SME Lead for projects related to a SIP (Session Initiation Protocol) and modernization of the voice infrastructure using Cisco, CUCM and UCCE, as well as support within a Cisco WebEx Cloud Calling/Contact Center environment.

• Support Unified Communications integration and interoperability for multiple applications and platforms.

• Act as subject matter expert and point of escalation for daily support activities for network voice including but not limited to IPT, SIP, IVR, Call Routing, and Call Center call flows.

• Work with Telecom suppliers to diagnose line/circuit issues, troubleshoot and coordinate with vendors for repair.

• Support Michelin’s Unified Communication infrastructure.

• Consult and work collaboratively with internal departments and vendors, including global teams, to deliver a quality call experience for our customers.  Partner with Collaboration Architects and network  SMEs to ensure voice/video services run optimally across the Michelin ecosystem.  Partner with end user Collaboration Architects and Engineers to ensure voice/video services run optimally across the Michelin network.

• Identify and mature improvement opportunities that modernize all Unified Communications platforms and services. This includes identifying solutions to replace POTS and land line services with modern, cost efficient services.

• Perform IP network analysis and monitoring to insure peak performance and quality of the voice traffic.

• Provide leadership in voice configurations, policies, and routing over WAN-SDWAN infrastructure.

• Produces regular messages to the end user communities on how to use Unified Communication in an efficient manner, including best practices.

• Ensure overall technical capabilities, stability and performance with Cisco Call Manager. Provide direction, recommendations, design and implementation for VoIP enhancements.

• Ensure performance, capacity, availability, and quality of the voice and call center environment through reporting and monitoring, including technical leadership over the monitoring services.

• Create and maintain all necessary technical documentation. This includes adding documentation as needed and maintaining policies to keep these documents updated.

• Continuous learning and sharing of knowledge with fellow network team SMEs, assisting with cross-training with them as time allows.

• Participate in on-call rotation.

• Perform other related duties as assigned.

Qualifications:

• Expert (Min of 5 years’ experience) understanding of network concepts including TCP/IP sub-netting, voice policies, SIP Trunking, routing, SMTP, DNS, DHCP, IVR, including some legacy voice experience.

• Strong expertise and demonstrated experience with Cisco IP based voice platforms in a distributed, global environment.

• Extensive experience working with and managing telecom vendors and global carriers.

• Experience in troubleshooting all voice issues. SIP troubleshooting is important.

• Strong problem-solving skills with ability to assess a problem and develop an efficient and appropriate action plan.

• Ability to build routing design and development for new solutions that will be implemented.

• Hands on experience with Network monitoring tools including RTMT, and Cisco WebEx cloud built-in tools.

• Hands on experience with Microsoft Unified Communications platforms and Call Quality Dashboards is a plus.

• Hands on experience with using ServiceNow for ticketing, requests, change control and inventory.

• Experience using monitoring and reporting tools to optimize and troubleshoot.

• CCNA/CCNP technical certifications with experience supporting Unified Communications is a plus.

• CCIE voice certification is a plus. CCIE level of understanding and experience are critical.

• Good verbal and written communication skills including the ability to present clearly to management. 

• Ability to write design, technical and operational process documents for continued support/maintenance.

• Must be self-motivated, goal-oriented, proactive, and work well both independently and as part of a global team in a diverse multi-cultural environment across time zones.

• Project and support experience with WAN-SD-WAN, LAN, WLAN, QOS, and VLAN is a plus.

• Strong presentation skills, written and verbal.

• Strong problem-solving skills, able to assess a problem and develop an efficient and appropriate plan of action.

KEY EXPECTED ACHIEVEMENTS
• The road map of the expertise domain is created and communicated to stakeholders .
• The standards and Framework are :
o Built
o Deployed
o Supported
• Checking actions and capitalization of good practices are realized.
• Build and monitor the Obsolescence treatment plan of the expertise domain .
• Provide necessary assistance to project or support teams