Sr. Voice Engineer I

KFC•Louisville, KY

About The Position

The Global Enterprise Technology Solutions (GETS) Senior Voice Engineer will be a part of the Collaboration Strategy team helping architect and design the future state of the voice infrastructure. This candidate should have a broad set of IT knowledge, including but not limited to enterprise voice solutions, Microsoft Teams and Teams Phone technologies, Webex Contact Center, Office 365, and enterprise network fundamentals. Examples of primary objectives include developing the roadmap for telephony solutions, testing and researching new voice technologies, and managing vendor relationships. The engineer will work closely with other teams and departments daily to help them get the information they need to make better business decisions.

Requirements

Some college preferred or equivalent work experience
Education in business and/or information systems
3-5 years of technical engineering experience in collaboration platforms from multiple vendors
3-5 years of Enterprise Voice administration experience with knowledge of Microsoft Teams Enterprise Voice or Cisco Webex Contact Center
Possesses exceptional interpersonal and communication skills, both oral and written.
Ability to articulate ideas to both technical and non-technical audiences.
Self-motivated, self-learner, high energy with strong organizational skills.
A team player who favors a collaborative approach when working with internal and external providers with the ability to build trust with others through a commitment to the highest ethical and professional standards
Advanced troubleshooting skills and methodology to determine root cause
Mentor mindset when it comes to junior engineers and colleagues

Nice To Haves

Voice Certifications from Microsoft or Cisco preferred
Webex Contact Center reporting or development experience preferred
Experience in vendor management and internal customer service

Responsibilities

Managing Voice Service contracts and vendor relationships to ensure top-tier service and right-sized solutions
Sustaining on-going knowledge of voice industry trends and providing recommendations for process improvements and procedural changes
Displaying a customer obsessed service mindset when working with our Brands and internal customers
Using creative and critical thinking to create solutions to problems
Working with Operations Engineers to determine problem areas they need assistance with when it comes to voice technologies
Working independently to write scripts, request access, and find necessary data to solve complex problems
Creating awareness of production issues and/or risks to Leadership
Facilitating and documenting conversations to establish new processes
Provide weekly status reports to manager showing priorities and progress
Creating and maintaining a roadmap for voice and Contact Center technologies