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Voice Systems Engineer 1


King Of Prussia, PA, US

Company:  AmeriGas Propane, Inc.

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation’s premiere propane company, serving over 2 million residential, commercial, industrial and motor fuel propane customers.  Together, our 8,500 dedicated professionals will deliver 1.5 billion gallons of propane from 1,400 distribution points across the United States.

Job Summary (Purpose):

The Voice Systems Engineer works to ensure the stability, integrity, and efficient operation of the enterprise voice system infrastructure. This is achieved by monitoring; maintaining, supporting, and optimizing all voice systems.  Develops, codes, tests and debugs new software or enhancements to existing software.  Has good understanding of business applications and operations.  Works with technical staff to understand problems with software and resolve them.  Develops conversion and system implementation plans.  The Voice Systems Engineer will apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues in order to maximize the benefit of IT systems investments. 


Key Characteristics: 

  • Ability to manage multiple priorities simultaneously
  • Ability to interact with all levels of the organization


Duties and Responsibilities: 

  • Provide voice systems support for corporate headquarters, 650 satellite sites, and two 100 – 150 seat call centers (east coast and west coast)
  • Implement configuration changes and perform change management duties as related.
  • Provide 1st-level support for Cisco UC MAC and trouble ticket work including and not limited to carrier related issues.
  • Provide 2nd-Level support to the telecom needs and escalate issues as needed to Cisco and other Vendor Support Organizations
  • Demonstrate the ability to communicate in a well-organized, clear, and concise manner
  • Demonstrate the ability to create and maintain technical documentation including Visio drawings
  • Demonstrate flexibility in leadership, thriving in environments that require the ability to effectively prioritize and juggle multiple fault issues and projects
  • Provide constructive feedback and support your team to encourage ongoing development and a higher level of performance
  • Demonstrate the ability to effectively lead technical discussions
  • Ability to manage voice related projects as assigned
  • Ability to work with or manage telecom carriers, circuit issues, circuit installs, trunking configuration, trunking capacity analysis
  • Support for Zoom Video Conference Rooms and platform.


 Knowledge, Skills and Abilities:

  • 5-10 years of telecommunications business technology-related work experience are required
  • Demonstrate expertise in a variety of the field's concepts, practices, and procedures (Cisco Communications Manager, Unity Messaging, QOS, SIP and CUBE configuration)
  • Proficiency in LAN protocols and TCP/IP patterns and behavior
  • Demonstrate ability to lead voice related projects
  • General knowledge in call center and virtual environments
  • Working knowledge of SIP protocol and deployment
  • Experience in VOIP deployment and support for multiple locations
  • Strong oral and written communication skills
  • Ability to work independently and effectively lead others
  • Administer approved standards for company-wide acquisition and deployment of PBX, Video, and Voice technologies and services


Education and Experience Required:

  • Minimum 4 years of experience in a fast paced high volume call center environment. 
  • Minimum 2 years of experience in supporting general telecom equipment and providers
  • Documented experience and certifications in call center technology (Avaya, Cisco, Interactive Intelligence, WFM solutions, etc.). 
  • Bachelor’s degree in IT field or equivalent experience in related field.
  • Network Certification (CCNA) is Preferred
  • Voice Specialization Preferred (CCVP) or equivalent experience


Working conditions:

  • Standard office environment
  • Business casual dress code

AmeriGas is a Drug Free Workplace.  Candidates must be able to pass a pre-employment drug screen and a criminal background check.  AmeriGas is an Equal Opportunity Employer.

Nearest Major Market: Philadelphia

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