Careers
Launch your Sales Career with Cbeyond
Join the Cbeyond family and be a part of the world's first 100% Voice over Internet Protocol (VoIP) managed services provider, an industry leader in customer retention and one of the strongest, fastest-growing broadband providers in the nation.
We are:
- An enthusiastic group of people committed to Cbeyond's vision to be the last communications company a small business will ever need
- Talented, smart and engaged employees
- Dedicated to our small business customers
- Fiscally responsible
- Focused on customer service and delivering results
The Character of Cbeyond is to Care Relentlessly, Act Graciously, Lead Courageously and Learn Continuously. It's a simple promise we make to each other, our customers and our communities. Together, we create a supportive and dynamic environment that is poised for continued success.
Grow along with us and build a rewarding career with Cbeyond.
Telecom Engineer Tier III
Post Date
8/18/2009
City
Atlanta
Job Description
Responsibilities:
o Act as Subject Matter Expert for Corporate network design and Call Center technologies.
o Act as final technical point of escalation for corporate network and telecommunications issues.
o Coordinate ordering and installation activities for the Corporate Network and services in all markets.
o Manage and control equipment and circuit inventories for all corporate offices.
o Participate and/or provide technical leadership in design and implementation of corporate voice and data network elements.
o Gather and develop functional requirements for network and call center related projects, and provide formal documentation to key stakeholders on a regular basis.
o Provide Management Reports relating to Corporate Network Performance, Corporate Network Reliability, Trouble Volumes, Failure Post Mortems and Costs Analysis.
o Interact with the Cbeyond employees to resolve service affecting issues
o Monitor and maintain the Cbeyond Corporate voice and data network infrastructure
o Monitor and maintain Cisco Unified Call Center and telephony services for the corporate environment.
o Escalate troubles to vendors/service providers when appropriate
o Assist Tier 1 and 2 with resolving routine trouble tickets
o Provide feedback to Customers concerning service issues
o Perform proper Trouble Ticket Entry and Administration.
o Adhere to escalation procedures and resolution processes.
Requirements
Knowledge, Skills, and Abilities Required:
Required
o Deep Knowledge of Cisco UCCE and ICM environments
o Deep Knowledge of Cisco Data Networking environments (CCNP or equivalent experience)
o Knowledge and Experience with Project Management methodologies.
o Comfortable interfacing with Sr. Technology and Call Center Executives on a broad range of topics.
o Knowledge of telephony technologies such as PRI, CAS, FXS, FXO.
o Knowledge of IP routing protocols (OSPF, BGP-4, etc.)
o Understanding TCP/IP networking
o Experience with installation, configuration, and maintenance of Cisco equipment.
o Experience with installation, configuration, and maintenance of corporate PBX's.
o Understanding of voice and data networking concepts
o Ability to work off hours and weekends.
o Experience with handling ILEC interactions
o Experience working in a large Customer Operations Center environment
o Excellent troubleshooting skills
o Excellent analytical and communication skills
o Self starter who can work effectively both independently and in a team environment
o Ability to manage multiple projects simultaneously
o In depth knowledge of DS0, DS1, and DS3 transport to include operation of test equipment.
o 5-7 Years of Data Network Administration in a corporate IT environment.
Desirable
o Computer Science degree or equivalent expertise and industry experience
o In-depth knowledge of Cisco Unified Call Center Enterprise installations
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