(HTS) Network / Communications Engineer

Hilltop Holdings Dallas, TX
Job Summary

The Cisco Voice Engineer will support internal business units and enhance HilltopSecurities voice and collaborations systems. Responsible for supporting, monitoring, troubleshooting and continuing development of our Cisco telephone environment and Cisco Unified Communications software and hardware technologies.

Essential Functions

* Acts as a primary interface on technical issues and matters concerning Cisco Voice applications.

* Maintains all engineering and support activities for the voice systems including: UCCX / UCCE / CUCM / UNITY / Call Recording platforms / WebEx / WebEx Messenger.

* Works with business-line managers who utilize Cisco Contact Center applications to perform script changes and enhancements.

* Designs, implements, and maintains WebEx CMR Cloud, Cisco Telepresence, and WebEx Messenger cloud IM platforms.

* Manages all reporting aspects for voice systems including Call Center dashboards and call volume reporting.

* Manages and maintains call recording systems (Cistera).

* Manages SIP IP FLEX connections from our Telecom Providers.

* Supports CUCM vendor solutions such as Upstream and Calabrio Call Recording.

* Configures and maintains SIP and VXML gateways.

* Troubleshoots, isolates and diagnoses problems such as call processing, signaling protocols, dial peers, QoS issues, voice gateways, routing, switching, etc.

* Administers the Call Manager environment such as phone feature administration, directory services, call routing, universal templates, auto registration, etc.

* Supports, implements and troubleshoots voice issues.

* Supports Help Desk in troubleshooting and resolving end user problems and installations including adds, moves, changes and end user connectivity issues to servers.

* Creates and tests disaster recovery plans and identifies appropriate resolutions.

* Monitors and troubleshoots WAN / LAN infrastructure technologies with various monitoring applications.

* Maintains documentation of all CUCM network infrastructure components and technologies.

* Maintains and tests IVR scripts and skill groups for business users

* Analyzes company's needs and recommends appropriate network configurations to meet user and departmental standards

* Analyzes, recommends and evaluates new hardware, software and communications products for network compatibility and applicability.

* Maintain and Manages the Network operations and to ensure the company's network infrastructure is functioning at it best performance

* Acts as a mentor and role model for junior team members including assisting in training and helping them with the resolution of issues.

* Other duties as required.

Job Requirements

* Bachelor's degree in computer science, information systems, or related field or equivalent related IT work experience required.

* Must have at least 8 years' experience providing Voice Operations implementation and support in a mid to large size organization supporting a variety of vendor platforms and technologies.

* Strong experience with Cisco Unified Contact Center Express (UCCX) and script editing is required.

* CCNP Collaboration or Voice is preferred.

* Experience with Cisco UCCE a plus.

* Strong experience with contact dashboards and reporting interfaces.

* Technical experience with WebEx cloud, WebEx Messenger cloud, Spark, and Telepresence.

* Experience working with other Cisco collaboration technologies, including but not limited to Cisco Unified Communications Manager, Cisco Unity Unified Messaging, Cisco Unity Connection, Cisco Emergency Responder.

* Experience with ancillary UCCX products (I.e. Calabrio, WFM, VPI, Cistera, etc) preferred.

* Experience in an end-user support role and/or experience implementing UCCX projects preferred.

* Must have fundamental understanding of network routing/switching, and virtualization environments on which voice and UCCX applications run.

* Excellent verbal, written, and interpersonal communication skills. Diplomatic skills are necessary in interactions with business units and IT department.

* Strong analytical, time management, organizational and problem-solving skills with the ability to multi-task and work in a fast-paced, deadline-driven environment.

* Must have the ability to work effectively in a team environment, including providing support and guidance to junior team members

* Must be available to respond to calls as needed.

* Must be able to travel up to 10%.

About the Company

At HilltopSecurities, we believe in building noble and collaborative relationships that enrich the financial future of individuals, businesses and communities. With an extensive portfolio of products, we deliver a broad range of investment banking and related financial services that help our clients achieve their definition of success. As a subsidiary of HilltopHoldings, which also encompasses PlainsCapital Bank, PrimeLending and National Lloyds Corporation, we have the financial strength and stability that has withstood the test of time. Our nationwide presence in 400 locations across 44 states provides our associates with extensive opportunities to grow their careers in a diverse organization that truly values relationship capital above all else. HilltopSecurities is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, sex, national origin, ancestry, age, pregnancy, physical/mental disability, veteran or military status, predisposing genetic characteristics, sexual orientation, marital status, domestic partner or civil union status, citizenship, or any other basis protected by applicable law.

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