Job Description

About FergusonFerguson is the largest value-added distributor serving the specialized professional in the residential and non-residential North American construction market. We help make our customersxe2x80x99 complex projects simple, successful and sustainable by providing expertise and a wide range of products and services from plumbing, HVAC, appliances, and lighting solutions to pipe, valves and fittings, water and wastewater solutions, and more. Headquartered in Newport News, Virginia, Ferguson has sales of $29.6 billion (fiscal year xe2x80x9924) and approximately 35,000 associates in nearly 1,800 locations.ANSR is the market leader in enabling organizations to build, manage and scale global teams through Global Capability Centers (GCCs). ANSRxe2x80x99s full-stack GCC platform, comprising end-to-end Al- enabled products and services, is trusted by the worldxe2x80x99s best companies to help them set up, manage, and run their high-impact technology centers. Since its inception, ANSR has established over 125 GCCs, aggregating to over 125k enterprise talent, with over $2B in investment and using over 12M sq ft of workspace.Visit ansr.com for more information.Duties and Responsibilities:

• Follow hardware requirements, configuration guides, and documented restoration procedures for voice systems.
• Coordinate and engage with field technicians to ensure proper installation, activation, and repair of voice components.
• Work with voice providers and vendors to ensure timely reporting and escalation of voice-related problems.
• Perform day-to-day functions such as running existing programs, reviewing logs, troubleshooting environments, and updating documentation.
• Assist in documenting and maintaining SOPs that support daily voice operations.
• Troubleshoot and help isolate voice failures and performance issues; work closely with vendors for resolution.
• Handle voice-related customer concerns, questions, and requests on voice issues and advance to Senior Admins or engineers as needed.
• Monitor and maintain the MS Teams and Genesys environment, proactively identifying and resolving issues for optimal performance.
• Work with other groups within IT to resolve voice related issues as needed.
• Work after-hours as needed in support of the operation of the enterprise voice environment.
• Ensure Genesys and MS Teams configurations align with security and compliance standards. Along with any new systems capabilities delivered across the enterprise.

• Proficiency with the following applications is preferred:
• Microsoft Teams Telephony, Genesys, Microsoft Office 365 Administration, ServiceNow

• 3-6 years of enterprise/branch network voice/data communications experience preferred.
• Proficient computer skills; must be comfortable in MS Office and related applications.
• Strong problem-solving skills for technical and project-related challenges.
• Strong working knowledge with Microsoft Teams Telephony, including Direct Routing.
• Preferred: Proficiency in understanding and discussing technical concepts related to Genesys, development, and integrations.
• Preferred: Experience in configuring Paging Technologies such as Bogen and analog VoIP Gateways.
• Experience within Cloud Management and Technology
• Project Management skills.
• Effective verbal and written communication skills.

Ferguson