Detailed Job description:
Primary Function of Position:
This position has responsibility for the deployment, support and upgrade of production Zoom Phone, Zoom Meeting, NICE infrastructure supporting worldwide locations. Test and evaluate voice and video systems for optimum performance in support of ongoing and future business needs. Manage global telecom ISP for SIP trunk and voice circuits. In addition, this position will review, plan, and evaluate voice systems and work closely with network engineering team on design, configuration, and troubleshooting. Zoom Phone and NICE contact center focus is a must.
Roles and Responsibilities
This position has responsibility and authority for:
• Implementing and supporting enterprise class voice networks to support Zoom Phone, NICE CxOne contact center, SFDC voice, and AudioCodes.
• Deploy voice infrastructures in new and existing offices worldwide.
• Proactive management, monitoring, troubleshooting, and technical analysis of the global voice infrastructure.
• Help with the development and implementation of voice, video, and collaboration technology roadmaps globally.
• Perform troubleshooting to isolate and diagnose voice and video problems.
• Design, configure and script NICE CxOne contact center software.
• Help in Call routing, configuration, scripting
• Assist in the development of voice and video network operations processes, procedures, and documentation.
• Manage worldwide telecom vendors to obtain the best voice service
• Competency Requirements
• Competency is based on education, training, skills, and experience. To adequately perform the responsibilities of this position the individual must:
• Hands on experience with Zoom Phone, NICE CxOne contact center, and SBC
• NICE ICM Enterprise development and deployment experience, including scripting, configuration, and call routing.
• Experience with Zoom / Poly / Neat Room video conference and integration to Zoom
• Hands on experience with Cisco Cube and Voice Gateways and Zoom Phone
• Minimum of 3+ year hands on experience in Cisco and Zoom voice and basic network engineering is required.
• Strong ability to identify, determine and document customer requirements.
• Solid written and verbal communication proficiencies, quick learning abilities and self-motivated team player.
• Required Skills and Experience:
• BS in Computer Science or another similar technical field
• Minimum of 3+ year of hands-on experience in Voice and Collaboration engineering
• Zoom Phone, Cisco Voice, NICE Contact Center
• Video conferencing with multi-vendor platform (Zoom, Poly, Cisco)
• Collaboration with Zoom Meeting and Phone
• Good communication and documentation skills
Notes:
• Should have strong communication skills
• Experience working with large teams
• NICE CxOne contact center experience is main preference
• Experience with SFDC
• Implementation experience is needed
• Support and implementation experience
Top Skills
What We Do
A Trusted Partner for Every Digital Enterprise Bringing Value.
Jade Global is a global IT consulting company with two decades of industry experience that helps the world’s leading businesses and organizations build their digital core, optimize their operations, and accelerate revenue growth. We are headquartered in San Jose, California; Jade Global operates with offices in 13 locations across North America, the UK, and Asia.
Renowned as a trusted "partner of choice" for businesses in Healthcare & Life Sciences, Hi-tech, Retail, Manufacturing, and Financial Industries, Jade Global has innovated 30+ industry-specific solutions.
Whether your focus is harnessing or expanding Gen-AI, AI, and digital capabilities, transforming operating models, or accelerating insightful decision-making, we’re here to help you gain and maintain a competitive edge with efficient, sustainable models.
At Jade Global, it’s all about outcomes—your outcomes—and delivering the results you desire, tailored to your unique requirements
