Job Description

WHO ARE WE LOOKING FOR
We are looking for an individual who will be responsible for the support of telecommunication platforms.
WHAT WILL YOU WORK ON

• Design, implement, support, and maintain architectural integrity of contact center technologies, such as ACD call flows, routing, and menus; IVRs; PBX and adjunct system hardware and software; and general voice infrastructure (media gateways, trunks/circuits, cable plant, etc.)
• Provide system administration associated with simple and sophisticated MACs (Moves, Adds, Changes).
• Engage vendor support to assist in resolving sophisticated system problems and hardware faults
• Work closely with data networking staff to identify and remedy design and performance problems in the data network, which negatively impact voice quality, call routing, and general functionality of the voice systems.
• Perform early stages of a project development life cycle (i.e., pre-project definitions, feasibility and general systems design functions) under limited mentorship from senior engineering or management personnel on an as needed basis.
• Ensure contact center technology is operational during facility expansion or new facility development.
• Perform enhancements and upgrades and apply patches as vital to maintain the most efficient and effective technical environment possible within their area.
• Review business requirements with users on a periodic basis in order to clarify issues and obtain user acceptance. Prepare and document detailed specifications.
• Work concurrently on multiple projects. Maintain flexibility to perform multiple tasks optimally for all areas of specialization on a dynamic basis.
• Audit own performance and recommend own objectives and standards of performance.
• Maintain knowledge of and align with the IT department's standards, policies, and practices concerning quality assurance, data security, and disaster recovery.
• Participate in an on-call rotation and provide out-of-hours support as needed. Perform system maintenance on supported platforms. (i.e., backups, firmware upgrades, monitor alarms.
• Monitor system capacities and provide recommendations.

WHO YOU WILL WORK WITH
As a NIKE voice engineer, you will be working with an extraordinary engineering and asset management team. This role will support multi-functional teams both internal and external in corporate, retail, manufacturing and distribution center environments.
WHAT YOU BRING TO NIKE

• Experience in the IT industry in a PBX management position. Experience in corporate, retail, manufacturing and distribution facilities would be a plus.
• Solid experience with PBX/ACD, specifically Avaya, Cisco and VoIP technology. Avaya and Cisco certifications a plus!
• Solid understanding of general telecommunications topics including but not limited to POTS, T-carrier (T1/E1), ISDN-PRI, TDM, VoIP, structured cabling, etc.
• Solid understanding of and system administration experience with Avaya communication platforms including Communication Manager 6.x and above (including LSPs and ESS), Modular Messaging, Session Manager, AES, CMS, Interaction Center, Avaya softphone clients such as OneX Communicator)
• Understanding of Cisco Call Manager 11.5. Unity, and UCCX
• Skilled at planning and provisioning dial plan, trunks, and least cost routing with UDP, ARS, and AAR.
• Experience with installation, configuration, and maintenance of Avaya hardware including S8300/S8500/S87xx servers; G430/G450 media gateways and media modules; G650 media gateways and circuit packs (IPSI, MedPro, CLAN, VAL, DS1, digital and analog line boards, etc.); analog, digital, and IP phones
• Proficient in the design, support and management of Avaya Contact Center applications, including use of VDNs, vectors, skills, announcements, time-of-day routing, etc.
• Experience with inbound/outbound CTI routing strategies in Avaya and Cisco environments.
• Ability to read and interpret alarm and error logs and solve systems as required.
• Windows and Linux server administration experience, and basic database administration experience preferred; familiarity with Cisco data networking and voice technologies beneficial.
• Familiarity with data networking concepts such as LAN/WAN technologies, routing, switching, firewalls, and QoS; experience with network management and analysis tools.
• Experience with enterprise wide deployments of Avaya and Cisco VOIP systems integrated with the company MPLS network.
• Experience of emerging network technologies and protocols.
• Knowledge of VoIP over Carrier WAN, and all related components including routers, switches and firewalls.
• Experience with multi-site configurations and hybrid (IP & TDM) environments, in a consulting or large system administration role.
• Possess a well-established track record of delivering on developed projects and specific objectives on time and at budget.
• Excellent communication skills, customer interface skills; time management skills; shown leadership skills, coaching and development, conflict resolution.