Voice Network Engineer - Specialty Building Products Holdings, LLC

Specialty Building Products is a people first organization. 

You may be wondering, why should I join Specialty Building Products 

• We live our Core Values and they reflect what we actually believe and how we actually behave. They are who we are. You are joining a team that is built upon a strong culture and standards for success.
• We welcome you to something bigger than yourself with all the tools necessary to excel in your role.
• Grow with us; we offer a career, not just a job. We value your perspective and want to learn more about you with a commitment to laying the foundation for you to build a successful career with us. 

The Voice Network Engineer plays a pivotal role in Supporting Specialty Building Products (SBP) brands Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) cloud Platform. The Voice Network Engineer supports the CCaaS and UCaaS systems run smoothly, enabling efficient customer engagement and collaboration. This position also involves user maintenance processes, documentation, change management, training, troubleshooting and technical support for IT Voice tickets. Additionally, this role will be responsible for streamlining user processes, improving end-user experience, and ensuring seamless operations.

DUTIES/RESPONSIBILITIES :

Voice System Maintenance and Monitoring:
• Monitor the performance and availability of CCaaS and UCaaS systems, proactively identifying and
addressing any issues or outages.
• Coordinate and communicate routine system maintenance, updates, and patches to ensure optimal
system functionality.
• Analyzing existing VOIP network and phone systems system/ Call Fow Documentation
• Installing Voice hardware modules using communication servers
• Troubleshooting VOIP network issues
• Analyzing Voice systems call flow and security documents.

User Training and Onboarding:
• Conduct training sessions to familiarize new users with CCaaS and UCaaS platforms, ensuring they can
maximize the available features.

Configuration Change Management:
• Manage user profiles, queues, IVR (Interactive Voice Response) configurations, and call routing rules
within the CCaaS system.
• Assist in setting up and configuring UCaaS features, such as video conferencing, presence, and
collaboration tools.

Quality Assurance:
• Monitor and analyze call recordings and interactions to ensure service quality and compliance with
established standards.
• Provide feedback and recommendations for process improvement.
Process Documentation:
• Create and maintain detailed documentation, including user guides, FAQs, and troubleshooting
procedures, for CCaaS and UCaaS systems.

Vendor Coordination:
• Collaborate with CCaaS and UCaaS service providers to resolve complex technical issues and escalate
problems as needed.
Reporting:
• Generate and analyze performance and usage reports for CCaaS and UCaaS systems, providing insights
for management.

EDUCATION AND EXPERIENCE:

• Bachelor's degree in computer science or a related technical field or equivalent combined education and
experience.
• Preferred: CCNA or CCNP Voice Certificate Preferred
• Vendor-specific certifications (e.g., Cisco BroadSoft, Mitel/ShoreTel, Genesys Cloud, Cisco Webex,
Microsoft Teams Voice, and RingCentral) are a plus.
• Ability to maintain the highest level of integrity and confidentiality.
• Seven (7) years of related technical experience.

Specialty Building Products is an equal opportunity employer. It is our policy of Specialty Building Products not to discriminate in hiring and employment on the basis of race, color, religion, national origin, sex, disability, age, military status, genetic information, or other protected class status in accordance with all applicable federal, state, and local laws.