PERSONNEL TITLE

DESCRIPTION

Contact Center Architect    

The Architect/Engineer will interface with staff to develop and apply consistent design and architectural standards required for building solutions that meet client requirements.
Major Responsibilities/Results/Outputs:

• Identify client requirements
• Assess the impact to overall architecture
• Recommend topology/design/connectivity
• Ensure interoperability with Client infrastructure
• Provide direction to Design Engineers and Implementation Engineers
• Contact Center Technology Roadmap
• Rapid Testing Process
• Core Architecture Repository
• Call Flow Analysis
• Erlang-B and Erlang-C Analysis
• Standard Configurations
• Repeatable Design Processes
• Contact Center Security analysis to ensure compliance with Corporate Security policies
• Leads Application and Program Design, Data Modeling, Data Base Design and Software Systems Development activities
• Subject Matter Expert in Call Center Technologies including CRM, CTI, IVR, Multi-Channel Routing, and Remote Agent technology.

Education and Work Experience:

• Five or more years experience in Contact Center design and integration.
• Ability to coordinate vendor and network activities
• Certification on technologies deployed or required in connection with the Project. Cisco IPCC Enterprise, Avaya IC, Nortel Symposium, Genesys Enterprise Telephony Server (GETS)
• Degree in Computer Science, Telecommunications, Electrical Engineering with advanced degrees required.

DESCRIPTION

Contact Center Consultant 

Developing proposals and recommendations, which assess business problems/opportunities, alternative solutions, risks, financial investments, feasibility, linkages to business strategy and value benefits. Contact Center engineer will analyze business operations, processes, procedures and methods to understand their interactions and relationships and strengths and weaknesses and to determine where changes or adjustments need to be implemented.
Major Responsibilities/Results/Outputs:

• Collects client’s requirements for each project and assists client filling out client profile.
• Contacts client on project requirements
• Investigate the current network topology utilization, technology and capacity requirements
• Provides resolution and creative solutions regarding PBX/ACD/IVR requirements
• Acts in a lead capacity to work with clients to define needs and support appropriate solutions
• Participates in Application and Program Design, Data Modeling, Data Base Design and Software Systems Development activities
• Sound knowledge of Call Center Technologies including CRM, CTI, IVR, Multi-Channel Routing, and Remote Agent technology.

Education and Work Experience:

• Expert knowledge of major components of a Contact Center technology.
• Three or more years experience in Contact Center topology and overall project management of engineering practices.
• Certification on technologies deployed or required in connection with the Project. Cisco IPCC Enterprise, Avaya IC, Nortel Symposium, Genesys Enterprise Telephony Server (GETS)
• College or technical degree required, Computer Science, Telecommunications and Electrical Engineering required.

DESCRIPTION

Cisco ICM/IPCC Engineer     

Cisco IPCC Engineer will interface with key stake holders in Business Units, IT, and Telecommunications organizations to develop and apply consistent design and architectural standards required for building solutions that meet client requirements. Engagement includes installation of Cisco IPCC software, hardware, scripting, and integration with other enterprise applications.
Major Responsibilities/Results/Outputs:

• CISCO ICM/IPCC Design, Configuration, and Scripting
• CISCO Translation Routing
• CTI/CTIOS Design and Configuration
• Reporting, Admin Workstation Web View
• ACD/PBX Peripheral Gateway configuration experience: (Aspect, Nortel, Avaya,)
• IVR Peripheral Gateway configuration experience: (Syntellect, Periphonics, Conversant, Edify)
• Cisco IP-IVR configuration and Scripting
• CISCO Internet Applications (CIS, CEM) {Web Collab, Chat, email}, a plus.
• Subject Matter Expert in Call Center Technologies including CRM, CTI, IVR, Multi-Channel Routing, and Remote Agent technology.

.Education and Work Experience:

• Five or more years experience in Contact Center design and integration.
• Ability to coordinate vendor and network activities
• Certification on technologies deployed or required in connection with the Project. Cisco IPCC Enterprise, Avaya IC, Nortel Symposium, Genesys Enterprise Telephony Server (GETS)
• Degree in Computer Science, Telecommunications, Electrical Engineering with advanced degrees required.

DESCRIPTION

Cisco IPT Engineer

Cisco IPT engineer is responsible for design validation, deployment and advanced troubleshooting of Cisco IPT solutions. This will include all components of CallManager, Voice Gateways, Gatekeepers, LAN/WAN and other third party software.
Major Responsibilities/Results/Outputs:

• Collects client’s requirements for each project
• Investigate the current network topology utilization, technology and capacity requirements
• Cisco Unified Communications design and validation
• Cisco Call Manager Deployment and support
• Cisco Unity Architecture Deployment and support
• SIP, H.323 and MGCP Gateway Deployment and QOS implementation

Education and Work Experience:

• Expert knowledge of major components of a IPT  technology.
• Three or more years experience in IPT topology and overall project management of engineering practices.
• CCNA, CCVP
• College or technical degree required, Computer Science, Telecommunications and Electrical Engineering required.

DESCRIPTION

Data Engineer           

Developing proposals and recommendations, which assess business problems/opportunities, alternative solutions, risks, financial investments, feasibility, linkages to business strategy and value benefits. A data engineer will analyze business operations, processes, procedures and methods to understand their interactions and relationships and strengths and weaknesses and to determine where changes or adjustments need to be implemented.
Major Responsibilities/Results/Outputs:

• Collects client’s requirements for each project and assists client filling out client profile.
• Contacts client on project requirements
• Investigate the current network topology utilization, technology and capacity requirements
• Provides resolution and creative solutions regarding network requirements
• Acts in a lead capacity to work with clients to define needs and support appropriate solutions

Education and Work Experience:

• Expert knowledge of major components of a network and plant technology.
• Three or more years experience in telecommunications network topology and overall project management of network engineering practices.
• Certification on technologies deployed or required in connection with the Project.
• College or technical degree required, Computer Science, Telecommunications and Electrical Engineering required.

DESCRIPTION

Data Technician        

Mechanically assembling and linking components for the inclusion in a release, including the software build and integration of third-party components, using configuration management tools and checklist documentation.
Major Responsibilities/Results/Outputs:

• Provides technical expertise in a broadband of disciplines including hubs, routers, WANs, LANs, and IP/VoIP/IPT protocols.
• Interfaces with the Network Engineers and assists in designing the network requirements for designated projects.

Education and Work Experience:

• Expert knowledge of major components of a network and plant technology
• Two or more years experience in telecommunications moves/adds/changes and overall project management.
• Ability to coordinate vendor activities.
• Certification on technologies deployed or required in connection with the Project.
• College or technical degree required.

DESCRIPTION

Network Associate 

Troubleshooting and restoring technical service and equipment troubles by analyzing, identifying, isolating, testing and diagnosing faults and symptoms using established processes, procedures, test equipment and support systems.
Major Responsibilities/Results/Outputs:

• Serve as primary client interface, responding to customer requests and proactively notifying customers of problems and the impact on the customer’s business requirements.
• Monitor the ticket queue for incoming trouble tickets.
• Update trouble tickets in accordance with the Service Level Agreements and, if necessary, escalate based on severity levels.
• Monitor customer devices.
• Troubleshoot and identify sources of problems.

Education and Work Experience:

• Expert knowledge of major components of a network and plant technology.
• Five or more years experience in telecommunications moves/adds/changes and overall project management.
• Ability to coordinate vendor activities.
• Certification on technologies deployed or required in connection with the Project.
• College or technical degree required preferably Computer Science, Telecommunications, and/or Electrical Engineering.

DESCRIPTION

Project Manager

Conduct meetings with clients, end users, support staff and others as needed to facilitate work in support of Client’s process/Change Management Process.
Major Responsibilities/Results/Outputs:
Project Planning

• Reviewing assigned Projects with respect to scope, objectives, and technical requirements.
• Coordinating with Facilities Operations Manager, TRM (Technology Room Manager), or Onsite Manager to assess availability of Personnel for Project performance, need to augment the Core Operations Team.  Also includes the opening, management, and tracking of issues connected with the Project.
• As appropriate or as otherwise requested, developing a financial proposal and budget where additional Vendor Personnel may be needed to perform complete a Project. Obtaining review and approval for the proposal.
• Developing plan and schedule for Project performance and completion; evaluating staffing needs/options for Project performance and completion.
• With the Onsite Manager, consulting with clients to obtain approval for Projects or to modify Project proposals to address clients concerns and requirements.
• Scheduling Project team meetings and developing and provide plans and processes regarding detailed work breakdown, master schedule, escalation and jeopardy procedures, and management and monitoring procedures.
• Coordinating Vendor resources, Vendor Personnel, and clients personnel (if appropriate) involved in the Project.

Project Management

• Managing and supervising Personnel, other Vendor Personnel, working on a Project.
• Obtaining necessary Vendor resources and coordinating work across different Vendor organizations.
• Developing and obtaining client’s approval of Project plans; managing the Project to comply with Project plans and schedules.
• Coordinating Project work to minimize disruption to clients, the status of a Project, compliance and non-compliance with Project plans and schedules, and performance of activities affecting Client environment operations.
• Regularly reporting to Onsite Manager and clients the status of a Project, compliance and non-compliance with Project plans and schedules, and performance of activities affecting Client environment operations.
• Obtaining clients and Onsite Manager approval for Approved Overtime.
• Developing responses to delays in performing/completing Projects and deviations from Project budgets.
• Managing Project performance and completion within approved budgets and schedules.
• Obtaining additional, outside technical, design, and engineering expertise as appropriate and with approval of clients

Project Team Management

• Implementing and utilizing formal professional project management processes.
• Communicating Project status to Vendor Personnel/Project team and clients.
• Identifying and resolving problems, and provide escalation support.
• Providing updates to the Service Desk regarding Project status.

Project Close-Out

• Conducting formal review with clients at Project completion to confirm Acceptance and satisfaction.
• Conducting formal review with Project team to identify strengths and weaknesses of communication process, team performance, and processes utilized in Project activities.
• Documenting lessons from Project provision, performance, and completion. Reporting same to Onsite Manager and clients.
• Executing Project close-out procedures.

Education and Work Experience:

• Two or more years experience in telecommunications moves/adds/changes and overall project management.
• Ability to coordinate vendor activities
• Certification on technologies deployed or required in connection with the Project.
• College or technical degree required.

DESCRIPTION

Project Coordinator

Conduct meetings with clients, end users, support staff and others as needed to facilitate work in support of Client’s process Change/Management Process. The Project Coordinator principally manages Projects that relate to voice services in the Client environment, such as managing a large number of voice station Changes or installation of new voice network systems.
Major Responsibilities/Results/Outputs:

Project Planing

• Reviewing assigned Projects with respect to scope, objectives, and technical requirements.
• Coordinating with Facilities Operations Manager and Onsite Manager to assess availability of Personnel for Project performance, need to augment the Core Operations Team therefore, and the opening, management, and tracking of Tickets connected with the Project.
• As appropriate develop a financial proposal and budget where client involvement or additional Vendor Personnel may be needed to perform and complete a Project. Obtaining client’s review and approval for the Proposal.
• With the onsite Manager, consulting with clients to obtain approval for Projects or to modify Project proposals to address client’s concerns and requirements.
• Scheduling Project team meetings and developing and provide plans and processes regarding detailed work breakdown, master schedule, escalation and jeopardy procedures, and management and monitoring procedures.

Project Managment

• Managing and supervising Personnel, other Vendor Personnel, working on a Project.
• Obtaining necessary Vendor resources and coordinating work across different Vendor organizations.
• Developing and obtaining client’s approval of Project plans; managing the Project to comply with Project plans and schedules.
• Coordinating Project work to minimize disruption to client’s business and Client environment operations.
• Regularly reporting to onsite Manager and clients the status of a Project, compliance and non-compliance with the Project plans and schedules, and performance of activities affecting Client’s operations.
• Obtaining MEEZAJ Clients and onsite Manager approval for approved overtime.
• Developing responses to delays in performing/completing Projects and deviations from Project budgets.
• Managing Project performance and completion within approved budgets and schedules.
• Obtaining additional, outside technical, design and engineering expertise as appropriate and with approval of clients.

Project Team Management

• Implementing and utilizing formal professional project management processes.
• Communicating Project status to Vendor Personnel/Project team and clients.
• Identifying and resolving problems, and provide escalation support.
• Providing updates to the Service Desk regarding project status.

Project Close-out

• Conducting formal review with Clients at Project completion to confirm Acceptance and satisfaction.
• Conducting formal review with Project team to identify strengths and weaknesses of communication process, team performance, and processes utilized in Project activities.
• Documenting lessons from Project provision, performance, and completion. Reporting same to onsite Manager and client.
• Executing Project close-out procedures.

Education and Work Experience:

• Two or more years experience in telecommunications moves/adds/changes and overall project management.
• Ability to coordinate vendor activities.
• Certification on technologies deployed or required in connection with the Project.
• College or technical degree required.

DESCRIPTION

Office Assistant/ Operator     

Process inbound calls within the Client environment.
Major Responsibilities/Results/Outputs:

• Answering all incoming telephone calls to the main listed telephone number and directing those calls to the appropriate location.
• Providing telephone numbers for end users.
• Maintaining and updating the Client environment telephone directory using the Client provided system(s) and resources.
• Maintaining Client departmental directories.
• Assisting end users with international dialing.
• Reporting dialing problems to the Service Desk for Resolution.
• Performing database reconciliation for unassigned call detail reports; updating or resolving changes/discrepancies and expense code changes.

Education and Work Experience:

• Basic knowledge of reading, writing and math.
• Knowledge of standard office equipment and general office procedures.
• High school education or GRE related courses.
• Vocational training or work experience required.

DESCRIPTION

Inventory/ Documentation Control Clerk

Responsible for all aspects of purchasing (with the Service Desk), warehousing, and dispensing of Client’s equipment for the entire Client environment.
Major Responsibilities/Results/Outputs:

• Working with the Service Desk, processing orders for the purchase of Client’s equipment on Client’ behalf.
• Warehousing/storing Client equipment to be inventoried. Verifying that such equipment is properly crated/covered, stored in suitable environment, and recorded in inventory/databases.
• Reviewing packing slips and merchandise when received by Vendor; verifying correctness of invoices and shipping lists against orders, price quotes, and contents of shipments for Client equipment and Communications Facilities; and reconciling when necessary.
• Working with Key Personnel, and Project Managers/Coordinators where applicable, to obtain Client equipment and Communications Facilities to support changes and maintenance and repair activity.
• For Client’s equipment and Communications Facilities to be installed, coordinating Vendor preparation (i.e., assembly, cabling, coordination etc.).
• With the assistance of other Vendor Personnel, negotiating with various equipment vendors so that Client receives quality, timely shipments at the best industry price available.
• Ordering for all Client Equipment and Communications Facilities used by Vendor for Client.
• Compiling reports daily on all service orders placed by Personnel.
• Arranging for arrival, receipt, initial inspection, and initial handling of ordered Client Equipment and Communications Facilities.
• Managing delivery of Client Equipment and Communications Facilities to meet current needs.
• Identifying and addressing Client environment Equipment sourcing problems (e.g., spare parts shortages, hard to find supplies, etc.).
• Maintaining record of network verifications and providing monthly Reports of same and inventory of Client Equipment.
• Performing tracking control functions for all Client Equipment, including equipment being returned or repaired.
• Updating documents to include documentation received with delivered Client Equipment and Communications Facilities.
• Tracking all orders and verifying delivery for all medium-to-large Projects within the Client environment.

Education and Work Experience:

• At least two years experience in telecommunications environment with emphasis on equipment and facilities management and provisioning.
• Experience working at or with telecommunications equipment vendors.

DESCRIPTION

Lead Cable Specialist

The Lead Cable Specialist is responsible for verifying that all cabling (i.e., Communications Facilities) projects and Change activity is done within required specifications, overall Client environment cabling design, and applicable timeframes.

Major Responsibilities/Results/Outputs:

• Managing all cable projects in Client’s environment, including obtaining additional Personnel when necessary.
• Performing cable pulls within applicable Service Objectives and Performance Specifications and surveys and inspections of Communications Facilities for compliance and consistency with cabling plans and diagrams. Verifying cabling correctness against cabling plans and diagrams.
• Installing and terminating all types of inside cable (i.e., type #3, type #9, Coax, Twin Ax, T-Screen, level #5, cross connections, etc.) Install distribution cable within floors and closets.
• Maintaining appropriate installer certification.
• Terminating, connecting, cross-connecting, and splicing both copper and optical fiber.
• Assembling and installing all termination, ports, jacks hardware (including patch panels and fiber distribution panels).
• Operating required tools and test equipment in connection with Communications Facilities installation and repair (e.g., drills, fusion splicer, OTDR, Fault locator, other test and installation-related equipment).
• Labeling and tagging all termination points; documenting all such activities.
• Troubleshooting physical layer Faults in Communications Facilities
• Utilizing appropriate tools to isolate and diagnose quickly physical layer abnormalities.
• Documenting change activity regarding Communications Facilities in records.
• Resolving daily cable/Communications Facility trouble/Fault activity within the specified Service Objectives and Performance specifications.
• Providing necessary data for maintenance of cable database/records and any other pertinent Client systems.
• Participating in and performing equipment room and equipment closet modifications, designs, and alterations.
• Working closely with Cable Plant Engineer to produce accurate, and verify accuracy of, floor/cabling plans.

Education and Work Experience:

• At least three years experience working with cable specifications on Systimax and fiber optic cable.
• Thorough knowledge of the TIA/EIA 568A/569/606 standards and BICSI Telecommunications Distribution Methods Manual.
• Experience in supervising cabling installation projects.
• Technical or college degree required.

DESCRIPTION

Facilities Management Operations Manager

Oversee implementation and manage ongoing performance of the Service Desk, Service Desk personnel and Operator personnel. Responsible for managing the Service Desk’s role in the Change Management Process and the Service Desk’s response to and management of Faults.
Major Responsibilities/Results/Outputs:

• Maintaining integrity of voice communications services in the Client environment.
• Supervising, coordinating and managing Personnel’s response to Faults.
• Coordinating, managing and supervising performance of Changes by Vendor.
• Supervising and managing the Service Desk.
• Producing Reports regarding performance of the Service Desk and operation of the operator services desk.
• Maintaining or proposing manpower levels consistent with the applicable volume of voice services and systems. Consulting with onsite Manager and Client regarding adjustment of makeup of Personnel or increase or decrease thereof.
• Managing the Change Management Process and Fault Resolution Process.
• Managing the daily translation process as it pertains to the tandem node function performed by the PBX (Private Branch Exchange).
• Using reasonable best efforts to manage the effective implementation of network enhancements and effective performance of Fault Resolution tasks relative to voice services and Network Elements.
• Providing Reports to Client relative to FMS (Facilities Management System), including Change order processing and Fault Resolution and other Reports requested by Client.
• Identifying, assessing, and informing the onsite Manager and Client Vendor performance failures or potential performance problems/issues.
• Promoting labor harmony among Vendor Personnel and any labor union members present in the Client environment.
• Verifying and managing Vendor Personnel’s compliance with Performance Specifications applicable to Changes and Fault management, including mean time to respond and mean time to resolve Performance Specifications. Manage compliance with 95% completion of all operator-answered calls metric.
• Verifying and managing Vendor Personnel’s compliance with other Performance Specifications and Service Objectives.

Project Team Management

• Implementing and utilizing formal professional project management processes.
• Communicating Project status to Vendor Personnel/Project team and Client.
• Identifying and resolving problems, and providing escalation support.
• Providing updates to Service Desk regarding Project status.

Project Close-Out

• Conducting formal review with Client at Project completion to confirm acceptance and satisfaction.
• Conducting formal review with Project team to identify strengths and weaknesses of communication process, team performance, and processes utilized in Project activities.
• Documenting lessons from Project provision, performance, and completion. Report same to onsite Manager and Client.
• Executing Project close-out procedures.

Education and Work Experience:
Business manager who can communicate with customer, technical, and administrative staffs. Individual must be able to manage large field staff, motivate employees, manage business as a stand-alone entity. Additional skills required are PC (Personal Computer) literacy and good communication skills. Has degree or equivalent in electronics or related field; experience in installation, moves/adds/changes, upgrades and service of key/PBX systems; in-depth knowledge of operation and interpretation of telecommunications. Technical or college degree required.

PERSONNEL TITLE

DESCRIPTION

Cable Plant Engineer

Design and communicate cabling specifications, drawings, and diagrams for cable installation and for bid and construction. Maintain accurate and easily accessible cabling and equipment drawings in Records.

Major Responsibilities/Results/Outputs:

• Researching, evaluating, and recommending new cable, cable-related hardware/systems and other Communications Facilities and products.
• Designing Communications Facilities adequate to support Client’s equipment environment and Communications Services and future growth of/requirements for each.
• Providing technical resource on Communications Facilities for Key management; Project Managers/Coordinators, Lead Cable Specialist, and Client.
• Surveying installation/construction sites, inspect cabling and cabling needs, coordinate field performance of same.
• Working with clients to verify and provide accurate drawings of cabling/wiring (main distribution frame and access wiring) and equipment rooms, equipment closets, station layout.
• Through AutoCAD or AutoCAD LT and Client database systems, producing clear and concise documentation for all Communications Facilities, Changes, and Projects, including as-built modifications.

Education and Work Experience:

• At least three years of engineering experience in telecommunications environments.
• Ability to create and modify CAD/CAM drawings to specifications.
• BS degree in a technical field required. Engineering degree required.
• Strong knowledge, understanding of cabling/wiring installation, termination, and splicing techniques used with single mode and multi-mode optical fiber, and category 5/5e and high pair count category 3 cabling/wiring.
• Maintain relevant manufacturers’ certifications (both design and installation).
• Knowledge/understanding of NFPA 70 NEC (specifically articles 200, 250, 800 and 810), TIA/EIA 568A, 569, 606 and 607, BICSI Telecommunications Distribution Methods Manual.
• Knowledge/understanding of local electrical and building codes and manufacturer’s installation requirements.
• Knowledge of bandwidth and physical connectivity requirements of the Client equipment environment and Communications Services supported by the required Communications Facilities (cabling infrastructure).

PERSONNEL TITLE

DESCRIPTION

Cable Management Clerk

Document, record and maintain inventory of the Communications Facilities in the Client environment. Individual will be responsible for cable pair assignment for both voice and data services/systems.
Major Responsibilities/Results/Outputs:

• Maintaining accurate Records for Communications Facilities, including all voice, data, LAN/WAN cable connections within the Client environment.
• Assigning available ports and cable routes throughout the Client environment.
• Interacting with the Lead Cable Specialist and Cable Plan Engineer to update Communications Facilities records, maps, designs, and drawing; help to identify need for facility upgrades to address utilization limitations.
• Maintaining cable databases and preparing reports when needed. Acting as liaison with respect to blueprint (including CAD/CAM records and drawings) revisions.
• Providing support and ad hoc assistance to technicians, analysts, Key Personnel, and Management.
• Maintaining inventory of all space and in service line cards (by quantity and type) and line equipment.
• Purchasing additional cabling/wiring to meet expected needs, working with Service Desk and Inventory/Documentation Clerk.

Education and Work Experience:

• At least one year experience with installation, designs, and record keeping regarding cable infrastructure.
• Familiarity with Systimax and fiber optic cable required for the Client environment.
• College or technical degree required.

PERSONNEL TITLE

DESCRIPTION

Floor Technician

Perform station level activities including service and Changes in connection with the Change Management Process. Individual will pull cable, and perform closet (cross connects) and termination at local jack.
Major Responsibilities/Results/Outputs:

• Performing Changes on end user desktops pursuant to the change Management Process.
• Performing limited Fault Resolution assistance and Change activity related to assigned Tickets; closing out all activities per requirements in Methods and Procedures Manual.
• Installing and terminating all types of inside cable to include; UTP, STP, Level 5,T-Spec.
• Installing distribution cable from closet, terminate at MDG/IDF, providing all cross connects, install, and terminate jacks.
• Installing and disconnecting station equipment, including handset cords, headsets, add-on modules, etc.
• Maintaining accurate records relative to telephones and voice devices placed/removed from End user desktops through the inventory management process.
• Performing other duties as assigned by onsite Manager.

Education and Work Experience:

• Entry level technician position requiring at least one year experience and system certification on technology to support installed systems contained within the Client equipment environment.

PERSONNEL TITLE

DESCRIPTION

Communications Technician I

Junior level technician certified on the PBX and voice mail systems installed and deployed in the Client environment. The technician will perform switch and voice mail maintenance and administration. Works with the Communications Technician II, with the level II technician performing relatively more complicated tasks in connection with Vendor’s voice system Fault Resolution, Change management, and provisioning tasks.
Major Responsibilities/Results/Outputs:

• Analyzing incoming line and trunk error logs.
• Servicing PBX(s) and voice mail system(s). Analyzing cause/source of Faults; participating in or performing Fault Resolution.
• Providing traffic report (usage) on appropriate Voice Processing System.
• Performing all preventative functions that require limited traffic processing in the PBX.
• Performing Changes within the Service Objectives and Performance Specifications.
• Installing “RJ” type jacks.
• Installing telephones or voice station equipment and peripherals.
• Performing disconnects on station equipment and cable cross connections.
• Installing handsets, cords, speakers, etc.
• Identifying and Resolving Faults; participating with the Service Desk in Fault isolation and Resolutions.
• Keeping accurate inventory records relative to telephones placed and disconnected using Administrative Tools to update relevant Records.

Education and Work Experience:

• At least one year of pertinent experience with certification on the PBX and voice mail systems installed in the Client environment.

PERSONNEL TITLE

DESCRIPTION

Communications Technician II

Provide service and support on PBX(s) and voice mail system(s). The Communications Technician II is the senior voice services technical resource.
Major Responsibilities/Results/Outputs:

• Servicing the Client voice environment (PBX(s) and voice mail systems).
• Supervising and coordinating work of other Communications Technicians.
• Pre-engineering PBX translation Change requests/orders generated by MEEZAJ.
• Working with access providers to ensure that access services are correctly installed and properly operating. Leading Vendor’s Acceptance obligations regarding voice systems and equipment.
• Performing miscellaneous assignments related to the voice services within the Client equipment environment.
• Performing changes within the Service Objectives and Performance Specifications.

Education and Work Experience:

• Three or more years experience in industry with system certification PBX and voice mail systems installed in the Client environment.

PERSONNEL TITLE

DESCRIPTION

Communications Technician II (Lead)

Provide service and support on Client’ PBX(s) and voice mail system(s). The Communications Technician II is the senior voice services technical resource.
Major Responsibilities/Results/Outputs:

• Servicing Client’s voice environment of PBX(s) and voice mail systems.
• Supervising and coordinating work of other Communications Technicians.
• Pre-engineering PBX translation Change requests/orders generated by Client.
• Working with access providers to ensure that access services are correctly installed and properly operating. Leading Vendor’s Acceptance obligations regarding voice systems and equipment.
• Performing miscellaneous assignments related to the voice services within the Client equipment environment.
• Performing changes within the Service Objectives and Performance Specifications.

Education and Work Experience:

• Three or more years experience in industry with system certification PBX and voice mail systems installed in the Client environment.

PERSONNEL TITLE

DESCRIPTION

DataComm Specialist I

Install, upgrade, and troubleshoot voice and data-related equipment in the Client environment. Such equipment includes voice station equipment, PC-related equipment, stand-alone terminal equipment, modems, line drivers, MUXs, hubs, routers, gateways, and print servers.
Major Responsibilities/Results/Outputs:

• Troubleshooting and Resolving Faults associated with or affecting LAN equipment or protocols (e.g. Token Ring, Ethernet, Fast Ethernet, FDDI, TCP/IP, Windows NT/2000, hubs, routers, and switches).
• Troubleshooting and supporting Fault management for and installation of data and market data services.
• Supporting management and Resolution of Faults, and installation of, cable systems and ports, including coax, twinax, UTP, STP, fiber optics, Level 5 composite, data connectors, punch down blocks, media filters.
• Supporting management and Resolution of Faults, and installation of, voice cabling systems (MDF, IDF (Intermediate Distribution Frame)), UTP, Level 5, voice connectors.
• Performing LAN administration on Windows NT servers, add/delete end users, etc.
• Performing and providing LAN backups.
• Assisting end users and the Service Desk with LAN problem or Fault detection/resolution.
• Performing software/hardware upgrades and downloads.

Education and Work Experience:

• BS in Engineering or a related technical field or at least four years of relevant work experience required.
• Knowledge and understanding of basic software packages, including Windows, Word, Excel, and Outlook.
• Ability to use data scopes, sniffers, scanners, and other equipment to troubleshoot, isolate, and analyze Faults.
• Ability to read and understand cabling design and other network design documents.
• Appropriate MCSE certification.

DESCRIPTION

DataComm Specialist II

The Datacom Specialist II provides technical expertise for both voice and data equipment and services. Provides technical expertise for PBXs, at the station level, and LAN (Local Area Network) and WAN (Wide Area Network) equipment, protocols, and systems. This specialist supports both data and voice services Change and Project activity.
Major Responsibilities/Results/Outputs:

• Troubleshooting and repairing In-Scope Faults in Client’s equipment environment.
• Installing, maintaining, and repairing Client equipment environment for provision of Communications Services.
• Providing work/support in connection with Change Management and Fault Resolution processes/activities relating to voice and data services and equipment.
• Providing support for data systems Fault isolation and verification through the use of troubleshooting equipment, such as LAN testers and protocol analyzers.
• Configuring routers and hubs.
• Maintaining and repairing CSU/DSUs and MUXs.
• Installing ports and panels for voice and data equipment.

Education and Work Experience:

• BS in Engineering or a related technical field or at least four years relevant work experience required.
• Understanding of networking technologies, operating system platforms, and equipment, including the following: Microsoft NT, WAN transport services (frame relay, ISDN, PPP, ATM), LAN technologies (token ring, Ethernet, Fast Ethernet, FDDI), WAN/LAN equipment (routers, hubs, and switches), other network equipment (CSU/DSUs), and operating systems.
• Ability to read and understand cabling design and other network design documents.
• MCSE certifications.

DESCRIPTION

DataComm Specialist III

The Datacom Specialist III is responsible for verifying that all cabling (i.e., Communications Facilities) projects and Change activity is done within required specifications, overall Client environment cabling design, and applicable timeframes.
Major Responsibilities/Results/Outputs:

• Managing all cable projects within the Client environment, including obtaining additional Personnel when necessary.
• Performing cable pulls within applicable Service Objectives and performance Specifications and surveys and inspections of Communications Facilities for compliance and consistence with cabling plans and diagrams. Verifying cabling correctness against cabling plans and diagrams.
• Installing and terminating all types of inside cable (i.e., type #3, type #9, Coax, Twin Ax, T-Screen, level #5, cross connections, etc.) Install distribution cable within floors and closets.
• Maintaining appropriate installer certification.
• Terminating, connecting, cross-connecting, and splicing both copper and optical fiber.
• Assembling and installing all termination, ports, jacks hardware (including patch panels and fiber distribution panels)
• Operating required tools and test equipment in connection with Communications Facilities installation and repair (e.g., drills, fusion splicer, OTDR, Fault locator, other test and installation-related equipment).
• Labeling and tagging all termination points; documenting all such activities.
• Troubleshooting physical layer Faults in communications facilities.
• Utilizing appropriate tools to isolate and diagnose physical layer abnormalities.
• Documenting Change activity regarding Communications Facilities in Records.
• Resolving daily cable/Communications Facility trouble/Fault activity within the specified Service Objectives and Performance Specifications.
• Providing necessary data for maintenance of cable database/records and any other pertinent Client systems.
• Participating in and performing equipment room and equipment closet modifications, designs and alterations.
• Working closely with Cable Plant Engineer to produce accurate, and verify accuracy of, floor/cabling plans.

Education and Work Experience:

• At least three years experience working with cable specifications on Systimax and fiber optic cable.
• Thorough knowledge of the TIA/EIA 568A/569/606 standards and BICSI Telecommunications Distribution Methods Manual.
• Experience in supervising cabling installation projects.
• Technical or college degree required.

DESCRIPTION

Senior DataComm Specialist

Design and communicate cabling specifications, drawings, and diagrams for cable installation and for bid and construction. Maintain accurate and easily accessible cabling and equipment drawings in Records.
Major Responsibilities/Results/Outputs:

• Researching, evaluating, and recommending new cable, cable-related hardware/systems and other Communications Facilities and products.
• Designing Communications Facilities adequate to support the Client equipment environment and Communications Services and future growth of/requirements for each.
• Providing technical resource on Communications Facilities for Key Management; Project Managers/Coordinators, Lead Cable Specialist, and Client.
• Surveying installation/construction sites, inspect cabling and cabling needs, coordinate field performance of same.
• Working with client to verify and provide accurate drawings of cabling/wiring (main distribution frame and access wiring) and equipment rooms, equipment closets, and station layout.
• Through AutoCAD or AutoCAD LT and Client database systems, producing clear and concise documentation for all Communications Facilities, Changes, Projects, including as-built modifications.

Education and Work Experience:

• At least three years of engineering experience in telecommunications environments.
• Ability to create and modify CAD/CAM drawings to specifications.
• BS degree in a technical field required. Engineering degree required.
• Strong knowledge, understanding of cabling/wiring installation, termination, and splicing techniques used with single mode and multi-mode optical fiber, and category 5/5e and high pair count category 3 cabling/wiring.
• Maintain relevant manufacturers’ certifications (both design and installation.)
• Knowledge/understanding of NFPA 70 NEC (specifically articles 200, 250, 800, and 810), TIA/EIA 568A, 569, 606 and 607, BICSI Telecommunications Distribution Methods Manual.
• Knowledge/understanding of local electrical and building codes and manufacturer’s installation requirements.
• Know bandwidth and physical connectivity requirements of the Client equipment environment and Communications Services supported by the required Communications Facilities (cabling infrastructure).

DESCRIPTION

Technology Service Representative I

Each Technology Service Representative will staff the Service Desk. Responsible for Vendor’s initial response to calls and requests from end users. These will include orders for Changes, reports of Faults, and requests for information. The Service Desk and the Technology Service Representatives are initiation points for the Change Management Process and Fault Resolution process.
Major Responsibilities/Results/Outputs:

• Answering calls from end users, including Change orders and Fault Reports.
• Initiating Change process, including opening of Ticket and obtaining necessary approval for Changes from Manager or other Client Authorized Personnel.
• Reviewing system hardware and software upgrades on the PBX and voice mail systems.
• Performing password changes on the voice mail system.
• Monitoring and correcting voice mail error messages from the error log.
• Generating and evaluating  usage reports to monitor usage and system performance.
• Maintaining networking and system distribution lists.
• Coordinating Change activity and assisting the Project Manager/Coordinator with Project management; maintaining Ticket documentation for tracking activities.
• Coordinating and performing Fault isolation and validation; contacting and coordinating work of Tier II/III Resource in process.
• Initiating or assisting in the service escalation process, whether within Vendor, or a Vendor subcontractor.
• Assisting in scheduling of daily tasks for Personnel
• Compiling usage reports for Client.
• Assisting analysts and technicians with software and technical issues.
• Assisting in ordering or ordering new Network Elements, including Client’s equipment environment and related software, as approved by Client; assisting in maintenance and repair of Network Elements.
• Processing Change and service requests using administrative tools. Researching and updating administrative tool system directories; reconciling call detail and expense code report discrepancies.
• Transferring non-In-Scope Faults to Client Help Desks.
• Tracking all In-Scope Faults to Resolution; tracking all Change and Project activity to completion. Backing up, and receiving overflow calls from the operator service desk when the operator is busy or off-duty.

Education and Work Experience:

• The Technology Service Representative I is an entry-level help desk technician. A college or technical degree.

DESCRIPTION

Technology Service Representative III     

Each Technology Service Representative will staff the Service Desk. Responsible for Vendor’s initial response to calls and requests from end users. These will include orders for Changes, reports of Faults, and requests for information. The Service Desk and the Technology Service Representatives are initiation points for the Change Management Process and Fault Resolution process.
Major Responsibilities/Results/Outputs:

• Answering calls from end users, including Change orders and Fault Reports.
• Initiating Change process, including opening of Ticket and obtaining necessary approval for Changes from Manager or other Client Authorized Personnel.
• Reviewing system hardware and software upgrades on the PBX and voice mail systems.
• Performing password changes on the voice mail system.
• Monitoring and correcting voice mail error messages from the error log.
• Generating and evaluating usage reports to monitor usage and system performance.
• Coordinating Change activity and assisting the Project Manager/Coordinator with Project management; maintaining Ticket documentation for tracking activities.
• Coordinating and performing Fault isolation and validation; contacting and coordinating work of Tier II/III Resource in process.
• Initiating or assisting in the service escalation process, whether within Vendor, or a Vendor subcontractor.
• Assisting in scheduling of daily tasks for Personnel.
• Compiling usage reports for Client.
• Assisting analysts and technicians with software and technical issues.
• Assisting in ordering new Network Elements, including Client’s equipment environment and related software, as approved by Client; assisting in maintenance and repair of Network Elements.
• Processing Change and service requests using FMS Administrative Tools, which may include ACE*COMM, PCCM, OCTEL, REMEDY, etc. Run “Nite Track” or other programs to update Change and provisioning requests; perform updates to administrative tools.
• Researching and updating administrative tool system directories; reconciling call detail and expense code report discrepancies.
• Transferring non-In-Scope Faults to Client Help Desks.
• Tracking all In-Scope Faults to Resolution; tracking all Change and Project activity to completion.
• Backing up, and receiving overflow calls from the operator service desk when the operator is busy or off-duty.

Education and Work Experience:

• The Technology Service Representative III will handle more difficult and time-consuming requests from end users or tasks related to the support of Faults. The Technology Service Representative III will have at least three years experience with voice and data systems and related help desk, provisioning and fault management processes. Experience managing a help desk/customer service center. Will be certified on the technologies or systems deployed in the Client environment. A technical or college degree is required.

DESCRIPTION

Systems Design Specialist

Work with Client to assess business technology related requirements, and design solutions to technology/communications infrastructure needs.
Major Responsibilities/Results/Outputs:

• Serving as a technical and design source for planning Change, provisioning, and Project activity in the Client environment. Working with Key Personnel, other Vendor Personnel, and MEEZAJ Solution in this regard.
• Creating, validating, and auditing network designs or Changes.
• Assisting in managing Change and Project activity within timeframes and budgets. Developing knowledge of, and work within, Client budgeting/financial processes.
• Ability to read and interpret blueprints/floor plans, circuit diagrams, connectivity of various technologies and equipment.

Education and Work Experience:

• At least three years experience in telecommunications services, and certified in technologies deployed in the Client environment.
• College degree in technical area required.
• Must be able to interact in a professional manner with End users; will possess excellent PC, communication, and organizational skills.
• Understand voice, data, and client-specific applications within the Client environment.
• Ability and experience in coordinating communications and work efforts among Vendor, other vendors, customers, and consultants. Formal project management training required.
• Advanced knowledge of PBX, ACD, and voice mail systems. Advanced knowledge of data applications and computer telephony applications.
• Maintain or acquire knowledge of new and existing technologies appropriate for deployment in the Client environment. These may include, but will not be limited to, the Interactive Voice Response (IVR) systems, speech recognition systems, unified messaging systems, and CTI.