Job Description

Voice Operations Engineer III

Some people are stumped by problem-solving activities. Others are inspired by them. If you fall into the latter camp and love powering through puzzles to unlock the potential of technology, you\'ll be a great fit for life at Cox!

We are hiring a Voice Operations Engineer III who will join our Cox Communications team in building a better future. In this role, you\'ll perform operations and engineering activities using your knowledge about VoIP, TCP/IP networking, voice network troubleshooting, server maintenance and more. The best part? You\'ll get to do so alongside expert tech leaders who prioritize your work-life balance and wellbeing.

Help us put together a network infrastructure that brings people closer. Apply today!

What\'s In It For You?

Our lives contain a lot of moving parts. At Cox, our best-in-class benefits package and award-winning employee culture give you peace of mind, knowing that you and your family have a wide range of options for the best care available.

• We want our people to succeed, plain and simple. We\'re all about professional development, continuing education and helping your career grow in a collaborative, inclusive culture where the next big idea can come from anyone...including you!
• Boring work is the absolute worst. At Cox, you\'ll work with fascinating, cutting-edge tech platforms in industries that are ripe for invention, innovation and investment.
• We all have lives and responsibilities outside of work. We have an exceptional work/life balance at Cox, with accommodating work schedules and flexible time-off policies.
• We show our appreciation for our talent with a competitive salary package and top-notch bonus and incentive plans.
• How does a great healthcare benefits package from day one sound? Multiple options are available for individuals and families. One employee-only plan could be FREE, if you participate in our health screening program.
• At Cox, we believe in being transparent - please click on the link ( Cox Benefits Overview ) to learn more about our remarkable healthcare benefits.
• 10 days of free child or senior care through your complimentary Care.com membership.
• Generous 401(k) retirement plans with up to 8% company match.
• Free internet, premium cable and smart home automation in applicable markets.
• Employee discounts on hundreds of items, from cars to computers to continuing education.
• Looking to grow your family? You\'ll have access to our inclusive parental leave policies, plus comprehensive fertility coverage and adoption assistance.
• Want to volunteer in your community? We encourage that and offer paid hours to do so.
• We all love our pets-whether they walk, crawl, fly, swim or slither-and we\'re happy to supply insurance for them as well.

At Cox, our people are first priority. We offer a wide variety of choices to meet the needs of you and your family.

What You\'ll Do

In addition to ensuring day-to-day platform reliability, capacity maintenance, monitoring and network augmentation, you\'ll also proactively identify ways to improve our processes. Here\'s a closer look at your responsibilities:

• Performing tier III level troubleshooting involving complex network fault isolation.
• Opening, tracking, executing and resolving trouble tickets from Tier II/Tier III/Field Operations & Engineering related to outages and trouble conditions on network platforms and customer premise equipment (CPE).
• Maintaining core and CPE platforms.
• Ensuring network uptime and compliance with customer service level agreements.
• Coordinating solutions with vendors for chronic equipment issues or customer break/fix support.
• Reporting, tracking and trending specific vendor equipment and platform issues.
• Performing real-time problem management, including coordinating customer calls and problem escalation to vendors, reporting serious problems to management and tracking for follow-up.
• Designing and auditing processes and procedures to facilitate compliance with guidelines from internal (Cox) and external governing entities.
• Analyzing varied statistical data for trending, forecasting and budgeting activities to provide recommended changes to the network.
• Developing and distributing routine and ad hoc reports to management and field personnel to support service delivery.
• Contributing to the production of reports and postmortems on events and outages in the Cox Network.
• Developing and presenting training materials to peers and junior level personnel.
• Providing training to technicians to support lower-tier troubleshooting of network events.
• Managing multi-customer software issues/upgrades, equipment upgrades or configuration changes.
• Traveling as necessary to support other locations or deployment initiatives.
• Coordinating and leading discussions to make critical decisions related to Cox\'s operational environment.
• Making specific recommendations and assisting in implementing plans that enhance technical operation, compliance with rules and regulations and permit the deployment of new technology.
• Providing on-call/night maintenance as needed.

Who You Are

You\'re an adaptable and strategic person who strikes that perfect balance between planning and action. While you love autonomy and are able to take the initiative to work independently, you are also adept at interfacing with other departments to resolve network problems and manage change. You bring the following qualifications to the table:

Required

• Bachelor\'s degree in a related discipline and 4 years\' experience in a related field. The right candidate could also have a different combination, such as a master\'s degree and 2 years\' experience; a Ph.D. and up to 1 year of experience; or 8 years\' experience in a related field
• 3 years of experience with VoIP operations.
• 3 years of troubleshooting and diagnostics capabilities (such as JG3 Documented Methods and Procedures, and documented outage restorations).
• Demonstrated problem-solving and analytical thinking skills.
• Excellent collaboration skills to work effectively with teams throughout the organization.
• Knowledge of Linux/Unix, virtual and physical server environments.

Preferred

• Certifications: 3RP, CCNP/CCDP, JNCIS/JNCIP.
• Experience working with vendors (deployment or troubleshooting of equipment).
• Proficiency in working within an automation framework (i.e., process automation, network automation, etc.)
• Experience with proactive monitoring.
• Knowledge of ITIL framework.
• Knowledge of scripting languages (JavaScript, Python, etc.)

About Cox Communications

Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That\'s a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you\'re interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today!

About Cox

Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual\'s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

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