Sr Telephony Infrastructure Engineer
About The Position
We make magic. That’s our motto at Walt Disney Parks and Resorts. And it permeates everything we do. At Disney, you’ll help inspire that magic by enabling our teams to push the limits of entertainment and create the never-before-seen! This position is based at Disney Central Reservation Center in Orlando, FL. As a Senior Telephony Infrastructure Engineer, you will be responsible for designing and supporting telephony infrastructure across 70+ domestic and international locations, serving thousands of users and stations. You will leverage your expertise in Avaya telephony programming, troubleshooting, and network infrastructure to ensure smooth operations. In this role, you will manage large-scale projects, including equipment upgrades, new location setups, and the integration of new technologies. Additionally, you will coordinate with cross-functional teams to ensure the successful completion of these projects. You will report to the Manager, Telecommunications.
Requirements
- Ability to work independently and make informed decisions when engaging with vendors and partners while keeping leadership informed of key developments.
- Advanced understanding of telecom (voice) and data networking, especially in relation to multi-location contact centers.
- Extensive experience with data networking technologies, including firewalls, gateways, routers, switches, load balancers, and LAN/WAN technologies.
- Minimum of 2 years’ experience working with VoIP systems in a contact center environment.
- Demonstrated expertise with Media Gateways, Media Servers, CMS, ASA, AES, System Manager, and Session Manager.
- Ability to travel up to 10% of the time, including overnight and international trips, as needed for project needs and support
- A bachelor's degree or equivalent work experience
Responsibilities
- Oversee Disney Central telecommunications technology, including Avaya hardware, configuration, and carrier and network services (e.g., Oracle and Avaya Session Border Controllers).
- Diagnose and resolve issues related to PBX, adjunct alarms, hardware, network, carrier problems, and wiring for Level 3 support.
- Lead vendor relationships, including carrier management, and collaborate effectively with business partners.
- Manage projects involving upgrades, new solution installations, and maintenance of existing applications.
- Demonstrate expertise in interfacing with cloud providers, managing service integrations, and ensuring seamless communication between on-premise systems and cloud environments (SaaS, PaaS, CCaS).
- Work closely with network and security teams to configure ACLs, firewalls, load balancers, and routing to optimize telephony infrastructure.
- Lead PCI and ITIL compliance initiatives, including infrastructure updates and documentation to meet Disney’s security and audit standards.
- Perform MAC (Move, Add, Change) tasks and configuration within Avaya System/Session Managers.
- Understand SIP-based routing solutions, both from carriers and internal trunking.
- Utilize network monitoring tools and demonstrate expertise in routing, ACLs, and firewall configurations to ensure optimal performance.
- Perform MAC work and tackle issues with an understanding of Avaya routing from the SBC and Session Managers, including SIP, dial plan design, ARS, and AAR routing.
Benefits
- full range medical, financial, and/or other benefits, dependent on the level and position offered.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
