Sr Communications Engineer (Onsite)

Starkey Laboratories • Eden Prairie, MN

113d • $86,000 - $125,000

About The Position

Starkey is a world leader in the manufacturing and distribution of advanced hearing technologies. We are in the business of connecting people and changing lives. Our teams come to work each day focused on ensuring people everywhere have the products and services they need to hear better and live better. Founded in 1967 by Bill Austin, Starkey is known for our cutting-edge hearing health innovations, industry-leading research and development, and not being afraid to push the edge of what's possible. We are headquartered in Eden Prairie, Minnesota, have over 5,000 employees in 29 facilities across the globe, and do business in more than 100 markets worldwide. The Senior Communications Engineer is responsible for designing, implementing, and maintaining enterprise-grade voice and contact center solutions. This person is the technical lead for telecom infrastructure, contact center systems, and related omnichannel communication tools, ensuring high availability and performance. This role involves close collaboration with IT teams, internal business units, and vendors.

Requirements

• 2 or 4-year college degree or equivalent industry experience required
• 2 years of experience in Webex Calling and Webex Contact Center
• 4 years of experience in contact center design and implementation (any vendor)
• 4 years of experience physical and soft phone configurations/management
• 5 years of experience interacting with basic networking technologies
• 8 years of experience in telecom overall preferred
• 2 years of experience in Cisco UC applications (CUCM, CCX, etc.) preferred
• 2 years of experience in SIP trunking, voice gateway configuration and related infrastructure topics preferred
• Strong knowledge of Webex Calling and Webex Contact Center
• Strong knowledge of Cisco UC applications (CUCM, CCX, etc.)
• Basic knowledge of SIP trunking and voice gateway configuration
• Basic knowledge of number porting processes
• Strong troubleshooting and analysis skills
• Strong technical documentation skills

Responsibilities

• Telephony management and support
• Webex Calling, Webex Contact Center
• Cisco UCM support (until platform retirement)
• Setup of toll-free numbers and phone extensions
• Telecom network and voice gateway design and support
• Incident response
• Vendor ticketing, coordination
• Design, implementation, and administration of contact center solutions
• Webex Contact Center configurations and call flows
• Cisco UCCX configurations and call flows (until platform retirement)
• Dashboards and reports
• Integrations with other systems including CRM
• Related work on marketing campaigns, IVR, AI bots
• Work with business units to understand needs and define solutions
• Train and support users on new solutions
• Help manage overall telecom workload
• Guide and mentor other engineers
• Be the primary engineer for telecom vendor interaction
• Work with vendors to evaluate products and new features
• Be the subject-matter expert for telecom/contact center solutions
• Other duties/responsibilities as assigned

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Life insurance
• Short-term disability insurance
• Long-term disability insurance
• Employee assistance program
• Hearing aid benefits
• PTO
• 6 paid holidays annually
• 2 floater days annually
• 1 volunteer service day annually
• Paid paternity leave
• Tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Computer and Electronic Product Manufacturing
• Education Level: Bachelor's degree