Insight Global

Compensation

Full Description

Position: Communications Engineer Location: Inver Grove Heights, MN (1 Day Onsite, 4 Days Remote) Contract: 1 Year + Pay Rate: $65 - $75/ Hourly Core Must Haves • Migration and support for Microsoft Teams Voice. • Experience with Five9 or similar CCaaS platforms (NICE, Genesys, Cisco). • Deep understanding of telephony service delivery and its alignment with business goals. • Ability to design, implement, and maintain telephony infrastructure and solutions. • Scripting skills in Python and PowerShell for automation and troubleshooting. Additional Qualifications • Experience working in an Agile Scrum methodology • Migration of legacy phone systems into Microsoft Teams Voice • TDM, IP-PBX, and VM/UM integration • PRI, Digital, Analog, VOIP, IP Telephony, POE, H323, SIP (station and trunking) • PSTN connectivity – ISP provisioning/management • Ability to design, administer, troubleshoot, and support dial-plans and call flows/vectors. • Deployment of Microsoft Teams in a complex enterprise environment • QOS/COS traffic shaping/bandwidth throttling Monitoring, packet capture and analysis and troubleshooting IP voice issues. • Understanding of Number Porting Day to Day Responsibilities: 1. Microsoft Teams Voice Migration & Support • Lead or assist in migrating legacy telephony systems to Microsoft Teams Voice. • Troubleshoot Teams Voice issues including call quality, connectivity, and dial-plan configurations. • Collaborate with IT and business units to ensure smooth transition and adoption. 2. Contact Center Platform Management • Administer and support Five9 or similar CCaaS platforms (e.g., NICE, Genesys, Cisco). • Configure call flows, routing logic, and agent profiles. • Monitor system performance and resolve service delivery issues. 3. Business Engagement & Requirements Gathering • Meet with stakeholders to understand business needs and translate them into technical requirements. • Document workflows and telephony use cases using Visio or similar tools. 4. Telephony Infrastructure Maintenance • Maintain and monitor hardware/software for IP telephony systems (e.g., IP-PBX, SIP trunks, POE switches). • Address deficiencies and proactively resolve issues before they impact operations. 5. Scripting & Automation • Use PowerShell and/or Python to automate tasks, generate reports, and streamline operations. • Develop scripts for provisioning, monitoring, and troubleshooting. 6. Network & Voice Quality Assurance • Analyze packet captures and voice traffic for QoS/COS compliance. • Implement bandwidth shaping and traffic prioritization strategies. 7. Agile Collaboration • Participate in daily standups, sprint planning, and retrospectives. • Work closely with cross-functional teams in an Agile Scrum environment. 8. Documentation & Reporting • Maintain up-to-date documentation for system configurations, migration plans, and troubleshooting guides. • Prepare reports for leadership on migration progress, system health, and user feedback.