CISCO Telecommunications IPCC/IPT Specialist

Provide remote and on-site Tier 1 through Tier 3 support, advice, consultation and installation for




WageWorks, Inc The leader in consumer health spending management. WageWorks works directly with companies and consumers, as well as with leading financial institutions , health plans, and health providers to enable widespread participation in tax advantaged spending and savings accounts. WageWorks, Inc solutions span all key health spending accounts ( FSAs, HSAs and HRAs), such as transit and parking programs, dependent care, tuition assistance, adoption reimbursement, COBRA etc. WageWorks, Inc facts: Based in San Mateo, California, founded in 2000, with a 1,802.4% growth over the past three years 550 employees. rated #24(2005), #26 (2006) by Inc. 500 list of fastest growing private companies.





The Telecommunications Specialist's role is to work with telecommunications team to manage the Cisco IPT solutions including Cisco Call Manager and Unity. This individual will serve as the primary point of contact for all moves/adds/changes of telephone equipment on the platform. This individual will serve as the expert on the Cisco IPT platform. This individual will provide a strong functional link to all users within WageWorks.





Essential Duties and Responsibilities:





- Provide remote and on-site Tier 1 through Tier 3 support, advice, consultation and installation for all WageWorks locations.


- Set up, configure and administer IP phones and Unity voicemail.


- Document and implement procedures surrounding the support of the IP telephony infrastructure.


- Provide first level support for all telecommunication application related issues.


- Responsible for assisting in the development of the overall voice strategy, design, upgrade, deployment, retirement and troubleshooting of components that make up the client telephony infrastructure.


- Other areas of responsibility include MACs, telephony server maintenance, design, installation and configuration of Cisco CallManager (including Scripting), Cisco Translation Routing, CTIOS, Cisco Unity Voice Mail / Unified Messaging design and configuration; Cisco IPCC design, configuration, and maintenance.


- Develop and maintain end-user instructions for use of telephone & voice mail features.


- Maintain inventory of telephone sets and other system equipment.


- Develop administration processes & procedures.


- Cross-train other support personnel for backup IP Telephony administrators.


- Interface with our client's management to ensure that administration service level commitments are met.











Required Skills:


- 1-5 years experience in a service/support or technical delivery role for Cisco IPT enterprises.


- ACD/PBX Peripheral Gateway configuration experience: (Aspect, Nortel, Avaya,).


- Strong interpersonal, written, and oral communication skills


- Highly self motivated and directed, with keen attention to detail


- Proven analytical and problem-solving abilities


- Able to effectively prioritize tasks in a high-pressure environment


- Strong customer service orientation











Desired Skills:


- Cisco IPCC Scripting Experience; Cisco Translation Routing; CTI Experience; Cisco Admin Workstation; Web View; and Cisco Network Interface Controller (NIC).


- CISCO CTI Desktop application integration experience (Screen Pop).


- Demonstrated ability to perform complex problem isolation within LAN/WAN Networks.


- Experience with CISCO data model and reporting, DB optimization/performance tuning, SQL.


- College degree preferred