• Senior Network Engineer

    Job Locations US-NC-Raleigh
    Job ID
    # of Openings
    Information Technology
  • Overview

    The Company


    Arch Capital Group Ltd. is a Bermuda-based company which provides insurance, reinsurance and mortgage insurance on a worldwide basis.  Arch Capital Services Inc. provides support and expertise to entities across ACGL to help them operate effectively and efficiently. Arch is committed to helping its associates create what’s next by providing access to a variety of programs supporting your professional development and a culture that encourages innovation, collaboration and professional growth. We seek talent that thinks innovatively, values collaboration and will go the extra mile to serve our customers and develop our company.


    The Position

    The Senior Network Engineer will provide support all aspects of CUCM Infrastructure at 20+ arch locations. Responsibilities include maintaining CUCM infrastructure consisting of call manager subscribers and publisher systems, voice gateways (Cisco Routers), UCCX, Unity and Call Attendant systems. Candidate should also have hands on experience with Cisco routing, switching and firewall technologies, knowledge of CoS and QoS is required and is able to support Wide Area network consisting of Cisco Routers, switches and ASA firewalls. Candidate must be self-motivated and well organized, and must have strong communications skills.  This position works very closely with the Director of Network Operations and Senior Systems Engineer and in the support of the Local Area Network (LAN) and other network equipment.


    Job Responsibilities

    • Responsible for all inbound/outbound call traffic to the Call Center and Cisco UCCE, IPIVR scripting and call routing
    • Responsible for supporting  multiple CUCM cluster environment, work with Inter Cluster links, CUCM Migration strategies (single and multi-cluster)
    • Build CUCM clusters, add/remove CUCM members (publisher, subscribers, Unity, UCCX, Presence),  backup/restore CUCM cluster devices
    • Evaluate and perform CUCM version upgrades, and CUCM features
    • Conduct Design Meetings with remote telecommunication liaisons, vendors and business owners for any upgrade/changes on an on-going basis
    • Troubleshoot and escalate issues with vendors, open support tickets with vendors and telecom service providers
    • Work with business users to determine call flow and call center requirements, solutions, reporting and systems enhancements
    • Document corporate and remote branch call flow configurations and call flow charts
    • Build and maintain spreadsheets for call center strategies
    • Participate in strategic and tactical planning of complex voice networks with an emphasis on call center solutions
    • Work within guidelines, technological strategic goals, and other I.T. policies and procedures
    • Keep colleagues and I.T. Managers abreast of current and future I.T. development activities
    • Remain abreast of emerging technical issues affecting the call center environments currently employed by company


    Desired Skills


    • Ability to work, make decisions and master new tasks with little or no direct supervision and desire to learn new applications
    • Provide excellent customer service with strong written and verbal communication skills
    • Knowledge of Communication Manager, Cisco Unity, UCCX and Call Attendant, Voice Gateway, QoS and CoS and other traditional telephony/telecom systems 
    • Circuit knowledge (DS3, DS1, T1, T3, Ethernet, MLPPP, SIP, and MPLS)
    • Experience with ICM/UCCE and IPIVR Scripting and wireless technologies, including wireless access points, wireless protocols, bandwidth optimization, and wireless LAN controllers
    • Knowledge of network troubleshooting and monitoring tools (WireShark, PRTG or equivalent SNMP and NetFlow Servers, Cisco Prime, Kiwi Syslog)
    • Willingness to travel to remote locations nationwide and work extended hours and/or weekends on short notice

    Required Education/Experience

    • Bachelor’s Degree in Information Technology or related degree preferred
    • 3-5 years' of applicable CTI experience and DC buildout or small IDF closet buildout for remote offices in a large scale telephony environment
    • 3-5 years' of experience routing and switching and working in a Call Center environment using applications such as Contact Center Recording, Workforce Management, Email management, Outbound Dialer 
    • Hands-on experience with VoIP roll out and Cisco UCCE, IPIVR, Cisco Unified Communication System architecture, Cisco
    • Experience with different protocols such as: TCP/IP, SNMP, SMTP, Routing protocols such as EIGRP, OSPF, BGP as well as PBR, route redistribution
    • Experience assisting in the design and administration of routers, switches, TACACS, LAN/WAN (HSRP, QOS, CoS, VLANs, spanning tree, SVI, bandwidth modeling), firewalls, and voice gateways



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