We are seeking a highly motivated energetic individual passionate about playing a critical role in our Delray Beach, Florida team.

Job Duties

• Focus on rapid identification and resolution of customer issues.
• Provide first level support to ShoreTel customers.
• Answer questions and perform initial triage on problem reports.
• Provide timely and effective resolution to support requests based on internal and external service level agreements (SLA). Providing ongoing, regular updates to customers to keep them apprised of progress toward problem resolution.
• Participate in the creation of proactive measures to anticipate and/or remove the need for traditional service and support.
• Technical assistance for hardware, software and/or applications.
• Partnering to create and update technical documentation.
• Providing onsite installation and other professional services as needed.
• Customer needs assessment and documentation creation.
• System design, Call Flow documentation creation.
• Meet various SLA requirements based on measurable metrics.
• Participate in off-hours and on-call support.

Required Skills

• Must be a team player with excellent collaborative skills
• Demonstrates strong problem solving skills.
• Excellent written and oral communication skills in English
• A working knowledge of VoIP, related protocols, and standards preferred.
• 5 or more year’s experience/knowledge of data networking.
• Must be knowledgeable, understanding, and practical.
• Application of technologies, protocols, and related standards including layer 3 switching (OSI model), TCP/IP, Ethernet, LAN, WAN, and IP routers.
• 5 or more years experience and knowledge of Telephony protocols and interfaces, T1, E1, PRI, QSIG, and analog trunking.
• A complete understanding of the technologies and protocols that are required to deploy and manage a distributed architecture e.g., numerous devices connected across an IP network.
• Experience/knowledge of the Contact Center environment, including call flow, CTI integration, Reporting and Work Force Management.
• A complete understanding of current telephony applications and the vendors that supply the applications including Collaboration and Conferencing, ACD, IVR, and CTI, IM.
• Knowledge, understanding, and practical application of basic computer systems including disk management, file systems, memory management and related concepts.
• Fast learner able to come up to speed rapidly on new technologies.
• Applicant must be eligible to work in the US for immediate opening.

Related Work Experience

Your background should include experience in the high tech environment, preferably in the telecommunications industry. Experience working at companies such as Cisco, Nortel, Lucent, and Aspect or others providing services in the VOIP, PBX and data communications fields is considered to be a plus. Your experience should also include a successful track record of working on multiple cases within the same time period.

Education

A Bachelor’s degree or related experience is required. Microsoft MCSE and/or CISCO certifications are a plus.

Compensation

Based on experience.

Apply Now

• To apply, email your resume to careers@celticcommunications.com

We are seeking a highly motivated energetic individual passionate about playing a critical role in our Delray Beach, Florida team.

Job Duties

• Provide IP telephony (IPT) and supporting networking architectural design input
• Collaborate with Program Manager and IPT Architect on detailed design documentation packages such as Bills of Materials, planned/as-built drawings and installation check lists
• Support test and integration initiatives
• Key contributor to the entire IPT transformation lifecycle-solid experience in discovery, site survey, design, and implementation phases of transforming customer locations from legacy voice systems to IP telephony solutions
• Develop site survey findings documentation and manage/implement site migrations from legacy voice systems to IP telephony solutions
• Prepare and execute IPT core and site transformation implementation plans
• Provide expert-level troubleshooting and configuration for multiple technologies associated with unified communications product and services focusing on the Cisco family of communication products such as Cisco Unified Communications Manager V8.X
• Support resolution and root cause analysis of incidents or problems escalated from the Network Operations Center
• Key contributor or owner of critical delivery documentation: technical design documents, detailed drawings, service installation plans, site hardware installation Plans, dial plans, Site Acceptance Test Plan, Site Acceptance Plans, system review and maintenance plans

Required Skills

• Hands-on experience in IP Telephony transformation in a large scale production environment
• 10+ years industry experience in large scale IP Telephony architecture, design and implementation encompassing all facets of IP Telephony
• Strategic IT Consulting experience desired
• Outstanding written and presentation skills. Experience facilitating requirements capture and definition with diverse groups and stakeholders.
• Outstanding interpersonal skills and responsiveness supporting sales and field management and building best practices for field adoption
• Proven ability to grow the consulting business and influence revenue
• Ability to effectively work with business development teams and other AT&T business areas
• Applicant must be eligible to work in the US for immediate opening.

Education

• Technical Bachelors Degree or Equivalent
• Specific Infrastructure experience and certifications a Plus (e.g. CCIE Voice, CCVP, CCNA-Voice, etc.)

Compensation

Based on experience.

Apply Now

• To apply, email your resume to careers@celticcommunications.com