Fixed Telephony Technical Specialist

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In this role you will be responsible for applying IT (Information Technology) knowledge and expertise to help solving complex technical or professional activities. The primary role of the IS (Information Systems​) Technical Specialist (m/f/d) for Fixed Telephony, as part of NAM (North America) Common Infrastructure Organization, is to apply IT knowledge and expertise to help solving challenging technical scenarios. The Specialist (m/f/d) is a key source of knowledge about the service and solutions in modern telephony platforms (Microsoft Teams Phone System), who contributes with solid expertise to enhance organizational efficiency and support the organization’s vision and strategic direction.

This position reports to

Country IS Manager

Your responsibilities

• Performs Enterprise Telephony configurations in Phone System, Direct Routing and Operator Connect solutions and the Cisco CUCM Platform
• Configure complex voice requirements such as IVRs, Hunt Groups and Attendant Consoles
• Configure and troubleshoot Enterprise Telephony endpoints, such as Desk Phones & Teams displays, including eFax
• Configure service for individual users, such as phone number masking, manage calling policies and dial plans
• Prepare comprehensive Utilization Reports, such as IVR/HG Agents activity, Call Detail Recordings
• Manages Microsoft Teams monitoring system (CQD) to proactively monitor the service and detect quality drops and malfunctions of the service
• Interact with telephony carriers and telecom vendors to provision and track POTS lines, voice circuit installations, changes, disconnects
• Audit telecom invoices for contractual compliance, charge variances, and accuracy
• Interact with a variety of ABB Support Teams and Third Party Vendors, including ABB Customers and Consumers, to ensure Microsoft Enterprise Telephony Service is delivered under the agreed Service Level Agreements (SLA)
• Engage proactively with suppliers to resolve incidents, problems or unsatisfactory performance and implementing suppler management related service improvement initiatives
• Keeping knowledge up to date regarding new and emerging IS technology and industry practices, bringing learning to Enterprise Telephony service
• Mobile: SCM (Contracts, CDR – Call Detail Recording, German Council, TEM Solution – Datanet (Billing), Professional Mailbox (New Contracts, Changed/Deleted Contracts) Hiprocall)

Your background

• Bachelor’s degree OR High School Diploma and minimum 3 to 5 years of experience and very strong knowledge in supporting / maintaining Unified Communication, Microsoft Teams Enterprise Telephony (Phone System) in an enterprise environment
• Expertise in PSTN, VoIP Telephony, Unified Communication and Telephony System
• Experience in setting up the Teams Enterprise Voice/Meeting policies. (Normalization rules, Dial plan, PSTN usage, routes, & translation rules)
• Ability to configure and manage PSTN Voice gateway and SBCs
• Expertise in debugging / troubleshooting the Teams call quality issues, using SIP / HTTPs log analysis
• Familiar with Telecom regulations and German Market and Suppliers (Relationship Management)
• Familiar with ITIL framework and processes, such as Incident/Problem/Change/CMDB Management/Request Fulfillment, is a plus
• Ability to work as an individual contributor and work independently with minimal supervision
• Excellent communication and customer service skills with strong attention to details and highly organized
• Experience with Power shell Cmdlets and scripts to maintain Microsoft Teams Tenant, is a plus
• Microsoft 365 Certifications, are a plus
• Candidates must already have a work authorization that would permit them to work for ABB in the US

Benefits

• Retirement plan
• Disability insurance
• Wellbeing program
• Life insurance
• Healthcare plan

More about us

ABB's Distribution Solutions Division provides utility, industrial and commercial customers with safe, smart and sustainable technologies for the distribution of electricity. With ABB AbilityTM enabled digital solutions at its core, our extensive portfolio includes distribution automation products, switching, limiting, measuring and sensing devices, switchgear, modular substation packages, and related services. We look forward to receiving your application. If you want to discover more about ABB, take another look at our website www.abb.com. Equal Employment Opportunity and Affirmative Action at ABB ABB is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans status. For more information regarding your (EEO) rights as an applicant, please visit the following websites: https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf As an Equal Employment Opportunity and Affirmative Action Employer, applicants may request to review the Affirmative Action Plan of a particular ABB facility between the hours of 9:00 A.M. - 5:00 P.M. EST Monday through Friday by contacting an ABB HR Representative at 1-888-694-7762. Protected veterans and qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access ABB's career site as a result of your disability. You may request reasonable accommodations by calling an ABB HR Representative at 1-888-694-7762 or by sending an email to [email protected] Resumes and applications will not be accepted in this manner. #LI-Hybrid