Lead Voice Engineer

World Wide Technology (WWT) is a global technology integrator and supply chain solutions provider. Through our culture of innovation, we inspire, build and deliver business results, from idea to outcome.

Based in St. Louis, WWT works closely with industry leaders such as Cisco, HPE, Dell EMC, NetApp, VMware, Intel, AWS, Microsoft, and F5, focusing on three market segments: Fortune 500 companies, service providers and the public sector. WWT is a $20 billion dollar privately held organization that employs more than 10,000 people and operates in more than 2.5+ million square feet of state-of-the-art warehousing, distribution and integration space strategically located throughout the world. WWT is proud to announce that it has been named on the FORTUNE "100 Best Places to Work For®" list for the ninth consecutive year and was awarded for multiple categories on Glassdoor's 2019 Employees' Choice Awards, honoring the Best Places to Work.

• Provide technical leadership to all staff augmentation team members.
• Ensure day-to-day operations of the phone system and contact center systems are performed.
• Ensure systems are patched and kept up to date.
• Provide tier-3 engineering support to the on-site team.
• Oversee day-to-day operational support of on-site staff and UC and Contact Center systems.
• Ensure maintenance and patching of systems occur on a regular basis.
• Manage Incident, Service Request, and Problem Management processes.
• Ensure the City's processes for Change Management are followed.
• Maintain Runbook and System Architecture documentation.
• Take escalations from team members.
• Ensure team members are trained on UC and Contact Center technology.
• Act as a primary contact for high severity Trouble tickets.
• Implement and maintain 3rd party integrations as required.
• Participate in on-call rotation.
• Act as a business consultant to end users and executive leadership as needed.
• Perform other duties as assigned.

• Expert in Cisco UC and Call Center technologies.
• Extensive experience with CUCM, PCCE, ICM, Responder, WebEx, e911, and gateway.
• Proven experience in leading multiple integrations.
• CVP experience is highly desirable.
• Strong understanding of Incident, Service Request, Problem Management, and Change Management processes.
• Ability to maintain comprehensive Runbook and System Architecture documentation.
• Excellent troubleshooting skills and ability to provide tier-3 engineering support.
• Strong leadership skills with the ability to oversee and train team members.
• Ability to act as a primary contact for high severity trouble tickets.
• Experience in implementing and maintaining 3rd party integrations.
• Willingness to participate in an on-call rotation.
• Strong communication skills to act as a business consultant to end users and executive leadership.