IT Tech Specialist III - Voice

Why Arbella?
At Arbella, we’re focused on people. We work hard to attract and retain the best. That means providing a great work environment, encouraging work/life balance, offering flexible work arrangements, and competitive, industry-leading salaries and benefits packages. We invest in our employees and encourage them to grow so that we, too, can grow as a company.
Other perks include:
• On-site gym and fitness classes and one-on-one personal training
• On-site nurse, nutritional counseling, and mental health resources
• Full-service cafeterias
• Free shuttle service to Quincy Adams T Station
• Tuition assistance programs
• Opportunities to get involved: Arbella Activities Committee, Diversity and Inclusion Council, and more
• A company committed to community: volunteer opportunities, employee-led community efforts, and the Arbella Insurance Foundation
• Robust training, mentorship, and professional/personal development programs
• Colleagues who genuinely care about each other
Arbella is committed to building a workplace that’s diverse, inclusive, and equitable for everyone. We’ve created a culture that supports a diverse workplace where all are valued for their talents and are empowered to reach their full potential.
It’s no wonder our employees have voted Arbella one of the Boston Business Journal’s “Best Places to Work” every year since 2009!
The Voice Services Telecom/UC Engineer’s responsibility is to plan, design, implement and operate all aspects of IP based telephony platform including On-Prem PBX, UCaaS, CCaaS, video, data, Fax, across all locations. The Voice system Engineer executes on system installations, maintenances, MACD, call flow administration and defines, documents, and puts into effect system configuration standards. They maintain current records and configuration by keeping account of calling plan, call routing options, testing systems by setting up and certifying production ready voice services. They maintain all aspects of the voice network and voice system environments and provide day-to-day support to all users to troubleshoot, diagnose and resolve voice system issues.

Key Responsibilities:

Primary responsibility is to plan, design, implement and operate all aspects of IP based telephony platform including On-Prem PBX, UCaaS, CCaaS, video, data, Fax, across all locations. The Voice system Engineer executes on system installations, maintenances, MACD, call flow administration and defines, documents, and puts into effect system configuration standards. This includes advanced level knowledge of at least two of the following technologies and support level knowledge of at least one more:

• Must possess intimate knowledge of Microsoft TEAMS Voice Architecture, administration, and support,

• Demonstrates broad knowledge across multiple voice technologies domains, UC, CC, POTS, SIP

• Strong knowledge of telecom carrier services, SIP trunking, Number Porting.

• Strong knowledge of PSTN connectivity, Number Administration-Porting, Assignment, Policies

• Knowledge of hybrid Voice system functionality

• Strong Knowledge with Microsoft Teams admin console.

• Strong understanding of Teams Voice Licensing administration within TEAMS voice.

• Deep knowledge in call routing methodology such as, Skills, Proficiency, Hunt Groups, calling search space, CDR, call tracing, dial plan, auto attendant,

• Industry experience with key PBX/UCaaS technologies and well-established relationship with vendors as well as relationship with various forums and experts.

• Strong understanding of e.911 Services and configuration within UC systems

• Knowledge of various Voicemail Platform administration and integration.

• Functional knowledge of IVR development, Workflow, Call flow design and integration.

• Ability to work across disciplines and in a matrix environment to deliver results through influence.

• Ability present/collaborate complex topics to all levels of staff

• Demonstrates collaborative leadership and be the advocate for the network and voice team

Key Requirements:

• B.S. degree in information systems, computer science or related field or equivalent working experience.

• 5+ years in technology infrastructure voice, unified collaboration, Voice system architecture, network management, voice system administration.

• Strong knowledge in technologies including MSFT UC TEAMS VOICE, PBX. Call Reporting,

• Strong knowledge in End User voice services. Physical Phones, Sip/H.323 endpoints, CDR, Remote worker, Softphone. ATA, Audio-Code.

• Knowledge on IP network fundamentals and troubleshooting

• Knowledge in Contact Center technology related to CCaaS environments.

• Experience managing multiple mid-to-large size projects and initiatives.

• Industry vendor knowledge and established relationships

• Effective speaker, collaborative worker and good writing & documentation skills

• Able to translate complex technical information and implications in business-oriented language

• Timely, efficient, and effective completion of assigned tasks with limited supervision.

• Timely, efficient, and effective problem resolution (rare requirement for escalation, collaboration, well documented resolution)

• Is highly analytical and level-headed, even when under pressure.

• Is a highly collaborative team player, can foster effective relationships.

• Effectively manages time and priority of assigned tasks.

• Continually recommends creative and effective technical solutions.

• Engineers and documents solutions that prevent reoccurrence of system problems and issues.

• Builds and adheres to successful implementation plans.

• Implemented solutions are successfully tested and results are documented per Arbella standards.

• Proactively monitors or implements automated monitors for the systems and applications they are responsible for.

• Recognizes problems, understands the severity and impact, and demonstrates sound judgment on who, how and when to inform.

• Provides timely and concise status reports.

• Takes the initiative to analyze application issues and sensibly escalates.

• Is available and capable of providing necessary support in a timely manner.

• Exhibits appropriate behavior and skills as defined in the Competencies section.

• Demonstrates clear, effective, and diplomatic oral and written communication skills.

• Is aware of technical resources available for support.

• Performs other engineering or support duties as required.  

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