Lead Telecommunications Engineer

UKG • Weston, FL

1d

About The Position

The Telecom Engineer II is responsible for providing advanced technical and operational support around Telecommunications and Contact Center environment. Daily responsibilities include customer interaction, design, documentation, system admin, report analysis, implementation, and troubleshooting infrastructure and integrations.
Responsibilities include support of Telecom related needs and leads the design of Telephony architecture, integration, and installation, including hardware, software, access methods, and protocols used.
Participates in various telephony projects intended to continually improve/upgrade the telecommunications infrastructure.
Design/Management of inbound/outbound call routing traffic to the NICE CXone-inContact Call Center.
Design/Management of monitoring platforms to capture telecom infrastructure health and performance to ensure network stability.
Communicates and coordinates telecom downtime and service windows with Shared Services Teams.
Coordinates third-party maintenance for telecom hardware, software, and telecommunications services.
Maintains corporate compliance/risk with established standards and practices.
Prepares and maintains telecom infrastructure documentation of topology, device/system configurations and dial plan.
Maintain and update voice portals for carriers including call routes for DIDs, and Toll-Free Numbers.

Requirements

• 4-6+ years’ experience with telecommunications network design, architecture, and support in UCaaS/CCaaS environments.
• 4-6+ years of hands-on telephony experience in support of enterprise PBX/UCaaS systems with the ability to troubleshoot, analyze and remediate common issues including support of SBC’s, SIP, VoIP telephones, etc.
• Well-rounded in the administration of Contact Center application technologies (CCaaS) with experience in IVR/IVA Speech Recognition, Scripting, Virtual AI Agents (Self-Service), Call Routing, Workforce Management, and Call/Screen Recording.
• Experience with Contact Centers (on-prem and cloud-based), including integration with Salesforce/ServiceNow (CTI), WFM/WFO, APIs and reporting tools.
• Ability to participate in On-Call rotation.

Nice To Haves

• Knowledge and experience working with SIP/RTP/WebRTC protocols
• Experience with formal change management.
• Bachelor's Degree in IT Related program or relevant experience.
• RingCentral and NICE CXone-inContact product experience and/or relevant experience in key competitor offerings.
• Understanding of Agile methodologies, such as Kanban or SCRUM.
• Demonstrated ability to implement, drive and track projects.
• Previous experience inspecting network traffic from a voice perspective.

Responsibilities

• Responsibilities include support of Telecom related needs and leads the design of Telephony architecture, integration, and installation, including hardware, software, access methods, and protocols used.
• Participates in various telephony projects intended to continually improve/upgrade the telecommunications infrastructure.
• Design/Management of inbound/outbound call routing traffic to the NICE CXone-inContact Call Center.
• Design/Management of monitoring platforms to capture telecom infrastructure health and performance to ensure network stability.
• Communicates and coordinates telecom downtime and service windows with Shared Services Teams.
• Coordinates third-party maintenance for telecom hardware, software, and telecommunications services.
• Maintains corporate compliance/risk with established standards and practices.
• Prepares and maintains telecom infrastructure documentation of topology, device/system configurations and dial plan.
• Maintain and update voice portals for carriers including call routes for DIDs, and Toll-Free Numbers.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level