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SiriusXM is seeking a Vice President, Product Management - Customer Service to lead our customer service transformation efforts, including the implementation of AI/ML based modern agent desktop, routing, chat and voice solutions.
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Performing adds, moves changes and maintain Cisco VoIP system including voice messaging. Work must have included switching and routing, radio frequency design and optimization, and capacity planning.
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Experience with COMMs SUBSYSTEM includes: SHF, UHF SATCOM and LOS, HF, NOW, IFF, SECURE VOICE and DATA CRYPTOS, CMS, EKMS, KMI, SIPRNET, ADNS/CFCP, and/or NIPRNET is desired but not mandatory for this position.
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CISCO certifications (CCNA or CCNP) for Routing and Switching or Security or Voice may be fully substituted for education requirement. Qualifying Classifications: Registered EH Specialists, EH Techs, OSS Engineers, Fleet Manager, Junior Engineer, Mechanic series, Sheriff's Mechanic, Public Works Inspector, Road Maintenance Worker series, Integrated Waste Worker series, AG Techs, and AG Biologists, and Recycling Program Coordinator I/II, Permit Tech I/II, Engineering Tech I/II assigned to the Rock Creek Landfill facility, and Air Pollution Control Tech.
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Oversee the management of core networking protocols and services, including BGP and MPLS, optimizing routing and traffic management to meet business requirements. Experience with Unified Communications / Telephony systems including Cisco, Microsoft Teams, and voice recording tools.
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Knowledge of Avaya CM platforms, VoIP servers, ACD call routing, network regions, trunk group configuration, signaling protocols, ability to implement and troubleshoot dial plans, ARS and AAR plans.
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Configure and customize Five9 applications, including IVR (Interactive Voice Response), ACD (Automatic Call Distribution), call routing, agent scripting, CRM integration and reporting. In-depth knowledge of Five9 platform functionalities, including, but not limited to, IVR (Interactive Voice Response), ACD (Automatic Call Distribution), Call Routing, Agent Scripting, CRM Integration and Reporting.
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MS-Teams Cloud Integrated Voice & Direct Routing. Experience with Voice and Collaboration platforms – CUCM, Contact Center, Enterprise Cloud Voice platforms – Genesys, Avaya One Cloud, Twilio.
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Specialized experience is defined as experience Leading, managing, designing, configuring, and maintaining projects and services such as Cisco Cube, AVG, CUCM, UCM and CER network equipment, Voice SIP/Signaling circuits and protocols.
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Responsible for the design, development, configuration, deployment, and maintenance for the Wells Fargo Center network systems, including data center and broadcast routing, switching, firewalls, wireless networks, voice, and cloud networking resources.
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Knowledge of IP networking concepts, including TCP/IP, routing, switching, VLANs, and QoS.Familiarity with voice codec standards, such as G.711, G.729, and Opus. Experience with voice quality monitoring and analysis tools, such as Wireshark or SolarWinds VoIP Monitor.
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Knowledge of WAN/LAN, TDM and Voice switching systems; TCP/IP, Frame Relay, ATM and specific routing protocols such as OSPF, BGP and RIP; VoIP, DWDM, CTI and VPN technologies. Troubleshoot and resolve backbone and customer routing issues.
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Thorough knowledge of Voice over IP systems, as well as legacy telephony switches and analog devices. Advanced knowledge and experience with IT infrastructure, data networks, voice systems, Telco, Active Directory.
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5-7 years hands on experience with Genesys IVR and routing design and development using Genesys Composer. Good understanding of CTI (Computer Telephony Integration), contact center architecture, Genesys Framework, Genesys routing strategy.
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Proficiency in at least two or more of the following devices: Cisco enterprise routing and switching devices, Cisco ASA, Cisco Unified Communications Manager (CUCM), VMWare ESXI, KG-175. The position requires experience in WAN, LAN networks and Voice over IP (VoIP) within multiple remotely managed environments (DEV/TEST and production infrastructure.
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