Voice Technician

Job Title: Voice and Data Center Technician (Hands & Feet Support)

Job Type: Full-Time | On-Site

About the Role:

We are seeking a skilled and proactive Voice and Data Center Technician with strong "hands and feet" experience to support our mission-critical infrastructure. The ideal candidate will have a solid foundation in hardware troubleshooting and basic networking, and will be responsible for maintaining uptime and operational efficiency across our data center environments.

Primary Responsibilities - Voice:

• Oversee the administration and maintenance of Cisco Unified Communications Manager (CUCM), ensuring optimal call quality and system reliability.
• Manage call routing protocols within the Cisco UCCE environment, tailored to meet organizational needs.
• Provide support for Cisco Unity, including mailbox provisioning, voice message routing, and system upgrades.
• Troubleshoot and maintain Cisco Finesse for agent desktop integration, ensuring seamless operations for contact center agents.
• Collaborate on migrations and upgrades of Cisco-based voice systems, ensuring minimal disruption to operations.
• Create, maintain, and optimize Interactive Voice Response (IVR) flows within Genesys, including dynamic call routing and real-time analytics.
• Ensure seamless integration of Genesys solutions with CRM systems and ticketing tools to improve customer service workflows.
• Provide advanced-level (L2/L3) support for the Genesys platform, managing incidents and deploying fixes to maintain system health.
• Engage in proactive monitoring of the Genesys environment to identify and mitigate potential issues before they impact users
• Administer Zoom Admin Portal and migrate Jabber numbers to Zoom
• Troubleshoot cloud services like MFA, SSO, and password recovery

Primary Responsibilities – Date Center Hands and Feet:

• Provide hands-on support for server, network, and storage hardware installations, replacements, and troubleshooting.
• Perform rack and stack operations, cable management, and hardware diagnostics.
• Assist with basic configuration and connectivity of routers, firewalls, and servers.
• Monitor and respond to alerts, escalating issues as needed.
• Maintain accurate documentation of hardware inventory and service activities.
• Collaborate with remote teams to execute technical tasks and resolve incidents.
• Ensure compliance with data center security protocols and access controls.

Required Qualifications:

• Minimum 4 years of experience working in a data center environment.
• Hands-on experience with server hardware, cabling, and physical infrastructure.
• Basic understanding of networking components including routers, firewalls, and switches.
• Familiarity with server operating systems and remote management tools.
• Strong troubleshooting and problem-solving skills.
• Ability to lift and move equipment (up to 50 lbs) and work in physically demanding environments.
• U.S. Citizenship is required for this role due to security and compliance requirements.
• Experienced with break-fix of system, hard drive, motherboard failures and replacements

Preferred Qualifications:

• Certifications such as CompTIA Server , Network , or Cisco CCNA.
• Genesys, Cisco Call Manager, Unity, SIP, VoIP
• Azure AD, M365, Zoom Admin Portal
• Strong troubleshooting and documentation skills
• Experience with ticketing systems and ITSM tools
• Exposure to cloud or hybrid data center environments

Work Environment:

• On-site presence required at designated data center location.
• May involve shift work, weekend coverage, and on-call rotations.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.