Associate Telecommunications Engineer- Salt Lake City Office

Western Governors University•Salt Lake City, UT

3d•Hybrid

About The Position

The Associate Telecommunications Engineer is a member of the EdTech Service Delivery team. This person should have an understanding of telecommunications networking and cloud-based contact center architecture. They will be responsible for implementation, diagnosis, consultation, and repair of telephony and cloud-based contact center issues. They will be familiar with contact center software (Genesys experience preferred), cloud-based telephony, CTI, SIP/VoIP phones and protocols, IVR, QoS, and call recording technologies. The ideal candidate should have a strong technology background with telecommunications/contact center experience, be personable and enjoy working directly with end users, and have a track record of resolving complex technical issues under tight deadlines in a production environment.

Requirements

Familiar with contact center implementation and administration
Understanding of cloud-based contact center and associated data, reporting, and APIs
Ability to interface with internal departments, vendors, and customer organizations to see any technical issue through to completion.
Ability to act as a strong technical resource on customer facing projects
Self-starter with a strong initiative, who can work autonomously under tight deadlines
Ability to utilize strong problem-solving techniques to trouble-shoot and achieve efficient problem resolution
Excellent verbal and written communication skills
Strong customer focus
Understanding of Qos standards and policies
Excellent interpersonal skills and the ability to work within all levels of the organization
Demonstrated project management skills
Ability to work with a team, communicate, present, and facilitate
Associate's Degree
1 year of experience in contact center administration
Experience with cloud-based telephony, CTI, SIP/VoIP phones and protocols. Qos, IVRs, and call recording
Solid understanding of contact center/telecommunications concepts
Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.

Nice To Haves

Bachelor's Degree in Telecommunications, Networking, or a related field
3 years of experience in contact center administration
Genesys Certified Associate certification
Experience with Agile, Scrum, and/or ITIL methodologies

Responsibilities

Creates, changes, and removes users, groups, and roles in Genesys Purecloud.
Deploys new contact center technology.
Troubleshoots and maintains corporate contact center related systems.
Escalates incident resolution.
Creates, changes, and removes Genesys Purecloud contact workflows and IVRs.
Performs call detail reporting, administration, and data analysis.
Proactively monitors platform uptime and issues.
Maintains responsibility for deployment of ACD, skills-based routing, and reporting for all contact centers at the University.
Assists with data integrations between Genesys Purecloud and CRM systems, as well as CTI integrations.
Participates in planning and design of contact center initiatives.
Assists management with vetting, selecting, and implementing new telephone solutions and additions.
Performs other job-related duties as assigned.

Benefits

medical, dental, vision, telehealth and mental healthcare
health savings account and flexible spending account
basic and voluntary life insurance
disability coverage
accident, critical illness and hospital indemnity supplemental coverages
legal and identity theft coverage
retirement savings plan
wellbeing program
discounted WGU tuition
flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave