Senior Telecomm Engineer - Waterford

Virginia Credit Union•Midlothian, VA

About The Position

PRIMARY FUNCTION: This position is responsible for monitoring, managing, deploying, and maintaining Virginia Credit Union’s (VACU) enterprise unified communications infrastructure. Areas of responsibility include but are not limited to: software/hardware installation and primary support of Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) solutions, telephones, peripherals, voicemail, call accounting, call management, quality management, workforce management, enterprise voice connectivity, as well as the provisioning and maintenance of voice/data circuits of various media types. Business units throughout the organization rely on the expertise of this position to better serve our members.

Requirements

UCaaS Support adding/removing/updating users
Business Analytics reporting
Call Detail Reporting
E911
Call Queue management
Roles and permissions
IVR Menus
Backup data and system files
Coordinate with RingCentral for support efforts
AI Conversation for RingCentral
Manage SMS
CCaaS Support adding/removing/updating users
Workforce Management
Quality Management
Interaction Analytics
Feedback Manager - Voice of the Customer
Performance Management
Chatbot/Live Chat
Coordinate with UCaaS, CCaaS, and other vendors for support efforts
Screen Agent recording
Support/Manage long term storage of recorded calls
College degree or equivalent work experience in the Telecommunications field
Significant experience required that demonstrates proficiency with the design and configuration of networked voice and data equipment
Experience with call center environments
Experience with the technologies listed in the Required Knowledge section above and professional level proficiency with the following technologies
Support and troubleshoot audio issues in a UCaaS and CCaaS environment
Requires knowledge of the following:
Voice Concepts and Protocols
VoIP
SIP
Networking Concepts and Protocols
Physical wiring and structured cabling
VLAN segmentation
TCP/IP
SSH
SFTP
Security Concepts
Security fundamentals and best practices
Good interpersonal skills
Strong troubleshooting and analytical skills are required
Identify and remedy weaknesses in the environment
Strong organizational skills required
Self-motivated
Meticulous and thorough
Forward thinking
Apply critical thinking
Ability to identify unnecessary complexities and propose simplified solutions
Ability to complete projects
Within the timeframe given
Include any necessary detailed documentation
Ability to communicate effectively with all levels of employees/management

Responsibilities

Proactively look for ways to utilize new or existing technology to create efficiencies for consumers of the telephony system resources and associated peripheral systems
Communicate with IT and outside business units to gather current and future requirements
Create and preserve a culture of intentional knowledge transfer through conversation, workshops, and written procedures such as Technology Recovery Plans (TRP), Disaster Recovery (DR) and systems failover documentation, as well as architectural drawings.
Assist with the creation of formal technology roadmaps for all telecom and related systems.
Ensure the telecommunications roadmap aligns with the future needs of internal business units and other technical roadmaps
Independently and collectively conduct studies for projects, develop solution proposals, evaluate vendor products and make recommendations for new technologies and/or the expansion of existing technologies
Provide technical expertise to business units for evaluating new systems and processes
Support enterprise cloud based UCaaS, CCaaS, and ancillary systems such as voicemail, call accounting, business analytics, call recording, callback management, e911, workforce management, quality management, contact center functions, screen recording and outbound connect dialer systems
Support CCaaS scripting updates and changes using tools such as NICE InContact Studio
Explore and recommend options for the expanded use of related AI technologies
Investigate cost savings through intelligent call routing
Develop and document processes and procedures for installation, disaster recovery, configuration and maintenance of all VACU network and telecom systems/equipment
Ensure all systems are backed up on a predetermined frequency
Work to resolve initial and/or escalated work tickets for change requests, issues, or outages
Analyze and troubleshoot telecommunication issues to resolve outages in a timely manner and minimize impact to the company and its respective business units
Understand and support VACU’s brand, applying the brand to all work efforts
Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies
Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security
Report all Risk Management Policy violations in accordance with policy
Other duties may be required and assigned by the supervisor