Sr. Telecommunications Engineer

Jackson • Lansing, MI

1d

About The Position

The Sr. Telecommunications Engineer designs, configures, tests, deploys, and maintains telephony infrastructure solutions. The role analyzes costs, traffic, and organizational needs, translating requirements into detailed technical specifications in collaboration with internal teams and business groups. It works with internal business units and external vendors to ensure installations meet specifications and to resolve problems, incidents, and change-management needs.

The engineer supports a large call center with more than 2,800 associates and many sub-call centers. The position also evaluates and implements technology initiatives, owns software patches and version upgrades, manages projects and reports status to management, and serves as an escalation point for complex voice issues. Participation in a 24x7 on-call rotation is required.

Requirements

• Bachelor's degree or equivalent education and/or work experience.
• 10+ years of experience in a medium-to-large corporation or government agency with multi-site responsibilities.
• Avaya Certified Implementation Specialist certification.
• Avaya Certified Support Specialist certification.
• Strong knowledge of IP telephony and services.
• Strong knowledge of cloud networking concepts, including Azure and AWS.
• Strong knowledge of telecommunications hardware, applications, and services.
• Strong knowledge of Microsoft Office tools.
• Ability to identify, research, and resolve problems effectively and efficiently.
• Strong analytical and problem-solving skills.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to work effectively under pressure.
• Strong customer service skills.
• Strong knowledge of MPLS, NetBond (ExpressRoute), private and leased lines, ISDN, analog, T1, PRI, and SIP network solutions.

Nice To Haves

• Avaya Certified Design Associate certification.
• AudioCodes certification.
• NICE CXone certification.

Responsibilities

• Design, configure, test, deploy, and maintain telephony infrastructure solutions.
• Implement and maintain telecommunications systems and software, including the Avaya Aura platform, SIP Gateways (AudioCodes), Avaya SIP environment, CMS, NICE Recording and WFM systems, and NICE CXone.
• Partner with Network Services to analyze and resolve IP architecture issues.
• Research, evaluate, recommend, implement, and maintain stable, supportable technology initiatives.
• Own and execute software patches and version upgrades for telecommunications infrastructure.
• Manage projects within deadlines and provide weekly project status reports to management.
• Support a call center with more than 2,800 associates across multiple sub-call centers.
• Diagnose, troubleshoot, and resolve complex telecommunications network issues.
• Participate in a 24x7 on-call rotation and serve as an escalation point for complex voice outages or issues.
• Participate in design discussions with OEMs.
• Create and update Microsoft Visio diagrams.
• Assist with telephony duties such as vectoring, CTI, IVR integration, SIP call routing, and call recording, as needed.
• Perform other duties and projects as assigned.

What This Job Offers

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