Associate Voice Engineer at Amherst
Amherst is revolutionizing the way U.S. real estate is priced, managed and financed in order to unlock opportunities for all market participants. Driven by data, analytics, and technology, Amherst has a 20-year history of anticipating where the next risks and opportunities are likely to emerge and designing actionable strategies for investors to capitalize on opportunities across residential real estate, commercial real estate and public securities. Amherst, along with its affiliates and subsidiaries, has more than 900 employees, $5 billion under management and approximately $15 billion under advisement and oversight. www.amherst.com.
Amherst is hiring for an Associate Voice Engineer for its office in Austin, TX. This position requires a person who is professional in appearance and personality. A successful candidate will have extensive experience in the areas of customer service, technical support and troubleshooting as it applies to computers, networking, IP telephony and associated applications. You will be expected to interact with a team of system administrators and engineers, providing clear and concise information when escalation of issues is required.
Act as a point of contact for Amherst employees experiencing issues with IP telephony or networking services. Participate in on-call rotation for the same.
Maintain and support Cisco Unified Communications Manager environment to include Call Manager, Unity, Jabber IM & Presence
Administer and support cloud call center platforms
Triage voice system and call center-related issues and bring to resolution by assessing staff inputs, and creatively implementing workarounds or alternative methods.
Maintain and support infrastructure systems for voice, video, and data communications
Provide excellent customer service in demanding situations.
Interact with Amherst employees over the phone, in person or via video conferencing to bring resolution to reported issues.
Escalate issues to senior-level Systems, Network, or Voice engineering staff as appropriate.
Skills and Experience:
Understanding of voice communication protocols and best practices, telephony carriers, and their processes, call center operations, Cisco routers and switches, IP Phones and DID inventory management.
Self-motivation and the ability to proactively identify areas of needed improvement.
Strong time management skills and the ability to prioritize workload.
Minimum of 3 years supporting medium to large size businesses
Certification: CCNA, CCT Collaboration, CCT Routing and Switching (Not required but considered a benefit.
Our full-time employee benefits include:
- A competitive compensation package, annual bonus, 401k match
- Flexible PTO including 7 paid holidays, 1 floating holiday, and 1 volunteer day
- Employer-paid benefits (medical, dental, vision, health savings account)
- Professional career development and reimbursement
- Up to 16 weeks paid maternity leave; up to 4 weeks of paid parental leave
- Backup childcare offered through Bright Horizons
- Relaxed casual environment with virtual office events
Amherst is proud to be an Equal Opportunity Employer and committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity, age, physical or mental disability, genetic information or veteran status, and encourage all applicants to apply.