C&S Wholesale Grocers, Inc. Senior Voice Network Engineer in Keene, New Hampshire

Company Overview

C&S Wholesale Grocers, Inc. , based in Keene, NH, is the largest wholesale grocery supply company in the U.S. and the industry leader in supply chain innovation. Founded in 1918 as a supplier to independent grocery stores, C&S now services customers of all sizes, supplying more than 6,000 independent supermarkets, chain stores, military bases, and institutions with over 150,000 different products. At C&S, We Select the Best® – those with the motivation, pride, and drive to succeed in our fast-paced world.

Working Safely is a Condition of Employment at C&S Wholesale Grocers, Inc. C&S Wholesale Grocers is proud to be an Equal Opportunity and Affirmative Action employer, and considers qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factor under federal, state or local law.

Position Overview

The Sr Voice Network Engineer performs telephony administration and engineering as well as Cisco call center phone systems administration, management and support for all the legacy PBX and IP Telephony systems within the C&S Wholesale Grocers environment. They will also be knowledgeable in networking and work within the enterprise communications team.

Responsibilities

  • Performs telephony administration and engineering as well as Cisco call center phone systems administration, management and support

  • Generates and maintains documentation for telephony related processes

  • Provide support for telephony systems including Cisco switches, Cisco Firewalls, Cisco Routers, etc

  • Spearhead the design, build, and test activities related to telephony deployments, upgrades, and technology/platform evaluations and projects

  • Perform telephony technology appraisals, site surveys, and performance reports

  • Configure base CUCM components, such as device pools, Call Manager groups, and other communal elements. Build dial plans including route patterns, route lists, etc

  • Overall configuration management of the enterprise telephony systems and end point devices

  • Create enterprise wide technical telephony design documents and implementation plans

  • Work as part of a team that manages a 70+ site connected MPLS/Broadband network

  • Work with the security organization to assess exposure, identify mitigation plans, and ensure compliance with all relevant security configuration standards

  • Provide troubleshooting and resolution for escalated telephony related tickets from the central Help Desk

  • Create and maintain technical documentation surrounding telephony infrastructure environment

  • Work with the MPLS vendors, network vendors, and local contacts to resolve telephony connection issues

  • Manage telecom/voice systems to reduce incidents, decrease complexity, improve end-user experience and increase stability of supported systems and processes

  • Act as the primary liaison between the business and PBX/legacy system support vendors and local and long distance providers to resolve problems

  • Work with customers and service providers to manage PBX/ legacy telephone systems MACD requests via central Help Desk requests

  • Key member of Business Continuity Planning and emergency contingency efforts related to voice communications

  • Ensure system backup architecture and schedules are being managed and maintained across all relevant platforms

  • Perform tasks as directed by management

  • Maintain current knowledge of technology trends

  • Maintain a positive work atmosphere

  • Guide and mentor junior team members

  • Participate in shared weekly on-call rotation as needed

  • Act as a 24x7 escalation point for internal team members

Qualifications

  • 4 year degree in Computer science / Math / Physics or Engineering or relevant experience

  • Minimum of 5 years hands on experience in a 24x7 mission critical enterprise network environment architecting, managing, and troubleshooting enterprise telephony/voice environments

  • Minimum of 5 years hands on experience and technical knowledge of environments employing Cisco IP Telephony, Cisco Contact Center, IVR and Call Recording including consulting, design, configuration, deployment, documentation and support

  • Demonstrated exceptional knowledge of assessments, planning, architecture, and design, setup, and execution skills for large deployments of enterprise IP telephony solutions

  • Experience with design, implementation and troubleshooting experience with Cisco Unified Communications Applications: Cisco Unified Call Manager (CUCM), Cisco Unity Connections (CUC), Cisco IM and Presence (IM&P)

  • Robust understanding of communications protocols such as H323 / SIP/ QoS / QSIG / G.711 / G.729, SRST, CUBE private line services from T1 to DS3 and SIP

  • Advanced experience with Cisco UC hardware/software configuration and support

  • Experience with configuration of network hardware including Routers, Catalyst and Nexus Switches, Firewalls, Load Balancers, and Wireless Access Points.

  • Proficiency in network device management, technologies, security, and industry best practices

  • Knowledge of data and voice telecommunications administration, to include VOIP

  • Demonstrated expert understanding of system deliverables such as installs, de-installs, upgrades, performance tuning, diagnostics and troubleshooting.

  • Ability to balance multiple priorities in a fast-paced, highly collaborative, frequently changing, and sometimes ambiguous environment.

  • Must be available to work in a shared weekly off hours on-call rotation

  • Experience working with vendors to replace failed hardware

  • Experience support various PBX / Legacy phone systems and managed service vendors

  • Experience in the migration of legacy TDM phone systems to VOIP systems and infrastructure

  • Experience utilizing CDR and call accounting reporting applications

  • Experience in call center system reporting applications

  • Excellent analytical, communication, and documentation skills with demonstrated ability to collaborate and influence across multiple teams

  • Excellent team collaboration and interpersonal skills

  • Able to devise technical solutions to remediate problems

  • Able to contribute to network system design/decisions

  • Able to contribute to the technical direction of projects

  • Ability to work effectively under pressure in a fast-paced environment

  • Ability to quickly learn new technologies and acquire new skills on the job

  • Organized, detail oriented, self-starter

  • Professional and courteous attitude with strong customer service skills

  • Limited travel may be required

  • Good knowledge of change management processes

  • Experience with Microsoft Skype for Business

  • CCNP, CCVP or CCIE certifications are a plus

Requisition ID 11032

Company C&S Wholesale Grocers, Inc.

Category IS/Technology

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