As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status. WM, a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects. Voice Engineer I Job Summary Ability to support and manage complex projects through completion, participate in an on-call rotation and will often report to business/technology leaders on status, taking accountability for project success. Projects will include the evaluation and design of evaluation of proposed enterprise level voice/telecommunications systems. Collaborate with vendors toward solutions. Support of internal corporate as well as global voice services for a large/complex corporation. User analysis, Remedy ticketing, HW/SW Systems solutions, Managing design strategy, modifications, implementation of solutions Ongoing maintenance of enterprise voice infrastructure (with around the clock availability) Managing relationships with telecom providers, vendors, users Project Planning for enterprise network Understanding of all LAN, WAN, and Data Center related operations II Duties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other ancillary duties may be assigned. + Call Center IVR + Session Border Controllers + Remote Support of cutovers for Avaya Devices part of Enterprise Voice into production environment with the integration of MS Teams. + Remote Support of cutovers for Non-Avaya Devices part of Enterprise Voice into production environment. + (Example, AudioCodes) + Provide configuration templates for staged equipment so plug and play for sites and contacts. + Establish VoIP strategy that leverages existing voice infrastructure. + Evaluate new network technology. + Assist with the planning and design of future network architecture. + Develop and maintain documentation related to network architecture, processes, and support. + Conduct weekly test/turn-up calls to review progress, resolve and troubleshoot issues, and report findings to + management. + Produce applicable BTN information from PBX in .CSV format to support multiple dependent manual processes + Support day 2 MAC activity submitted through customer systems + Support on-call line for incidents after normal business hours when assigned resource. + Support Local MAC activity at Houston, HQ across 2000 Local Users + Support Remote MAC activity over the phone and determine when local contractors need to be engaged + Perform complex problem isolation III. Supervisory Responsibilities May coach and mentor less-experienced personnel and act as team leader on systems projects. IV. Qualifications The requirements listed below are representative of the qualifications necessary to perform the job. + Analytical, technical, and problem-solving skills and abilities. + Demonstrated project management skills. + Excellent customer service skills. + Vendor/account management. + Ability to communicate and articulate information to all levels of the organization (including but not limited to: technical and non-technical personnel, outside vendors, and Senior Leadership). A. Education and Experience Required: Bachelor’s Degree (accredited) in Computer Science, MIS, or similar area of study, or in lieu of degree High School diploma or GED (accredited) and five years of related experience. B. Certificates, Licenses, Registrations or Other Requirements None required. Preferred: Avaya, Cisco, Genesys CX C. Other Knowledge, Skills or Abilities Required Advanced knowledge or skills in one or more of the following is required: + Avaya PBX & Communication Manager + Avaya Session Managers + Acme and Avaya Session Border Controllers + Avaya Media Gateways + Avaya Enterprise VOIP implementations + Call path monitoring + Evaluate Avaya logs + Program IVR / ACD / CTI / Call Routing / Call Pathing / Dial Plan / Etc. + Voice Solutions + Circuit ordering / RFC / 1800 Management / etc… + Maintain Documentation & Flow Process + SIP Trunking technologies + QOS and tagging parameters + Voice Mail + Call recording + CDR Solutions + Icon/Nectar Monitoring + Avaya Agent for Desktop SIP Softphones + AT&T Call Route ITBenefitsAt WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.If this sounds like the opportunity that you have been looking for, please click “Apply”. Equal Opportunity Employer: Minority/Female/Disability/Veteran