Product Support Engineer II

SEI1GLOBAL•Upper Providence Township, PA

1d•Hybrid

About The Position

SEI is seeking a Product Support Engineer that would own production support for one or more products or infrastructure components. You would work with senior production support staff on project management, implementations, change management process adherence, and troubleshooting. You will be a contact for many stakeholders including: business owner, development team, vendor, client relationship managers, end-users (market units, operational competencies, or SME’s) and the Information Technology Center (including Corporate IT).

Requirements

BA/BS degree or equivalent experience preferred
A minimum of 3 years prior work experience working with an application development organization; must demonstrate experience supporting systems and projects from inception through implementation
Develop detail level project documentation; project plans, implementation plans, and project test plans.
Develop and implement procedures for ensuring ongoing operations and proactive maintenance of the software or technology.
On-call duty (rotation), flexible working all hours including weekends
Strong understanding of SIP, RTP, and VoIP fundamentals
Experience with codecs, QoS, and call quality troubleshooting
Knowledge of PSTN connectivity models and number management
Cisco Collaboration
Cisco Unified Communications Manager (CUCM)
Cisco Unity Connection
Cisco gateways and CUBE
Dial plans, route patterns, transformations, and calling search spaces
Contact center knowledge (UCCX/Webex CC)
Microsoft Collaboration
Microsoft Teams Phone
Teams Admin Center
Calling policies, voice routing policies, and user provisioning
Operator Connect and/or Direct Routing
Teams room devices

Nice To Haves

Excellent oral and written communication skills are a critical requirement
A team player and self-starter
Requires little oversight in day to day functions
An interest in process improvement, knowledge sharing and documentation
Ability to be flexible to help achieve all team project goals
Self-motivated with an ability to work well within multiple teams
Goal oriented with an ability to complete tasks on time and within budget
Ability to manage time and prioritize work depending on changing factors of projects and daily tasks

Responsibilities

Ownership of production environment for the purpose of ensuring product availability and stability
Ensure product consistency within SEI technology standards
Perform implementation activities such as client installs, product releases, product upgrades, new product installs, merger and acquisition activity
Maintain/upgrade production and pre-production environments as needed
Ensure production and pre-production environments follow industry best practices
Production support of the environment (on hours and off hours)
Participate and own documentation in the product lifecycle process.
Manage multiple and concurrent projects while maintaining day to day activities
Participate in communications via meetings and written communications.
Participate in day to day issue management via Ticket request system
Participation in Enterprise Change Management and Incident Management processes
Ability to work with others in service management disciplines
Reporting and analysis of service management performance
On call duty (rotation), flexible working hours including weekends & holidays. Must be able to work a flexible schedule between in office and from home.