Systems Engineer - Telecomm

Penske Careers • Reading, PA

161d

About The Position

In this role you will be working with a team of experts to ensure minimal downtime of key infrastructure on a company wide scale through innovative solutions. This will include maintaining, upgrading and providing support to our contact center and telecommunications systems. The individual should be able to easily communicate technical concerns and solutions to many different people with varying degrees of technical knowledge, as well as work with individuals in all departments to help solve their technical issues. The individual should also have excellent communication skills interfacing with Penske associates and various vendors.

Requirements

• Experience in telecommunications systems management
• Strong troubleshooting skills for technical issues
• Ability to communicate technical information to non-technical audiences
• Experience with IVR scripting and design
• Knowledge of telephony services and infrastructure
• Ability to work with various departments and vendors

Nice To Haves

• Experience with NiCE CXone
• Familiarity with VoIP telephone systems
• Knowledge of MPLS networks
• Experience with digital signage systems

Responsibilities

• Support day-to-day call center system functions for all call centers
• Troubleshoot technical issues with end users
• Nice IVR Scripting - design/coding for Call Center IVR
• Support Integrations between NiCE CXone and Penske applications
• Standard Reporting
• Implement new features/products within Nice
• Support X2O digital signage boards
• Liaison between Penske and Nice and other telecom vendors
• Manage telecommunications infrastructure, providing ownership of all problems through final resolution
• Monitor systems daily and respond quickly to any usability concerns
• Own the integration of new technologies into the current system
• Analyze telecommunications vendor inventory reports and work with internal and external contacts to update as required to ensure accuracy
• Provide expertise and direction to field and corporate departments for telecommunications related moves/adds/changes and daily operational activities
• Create and update workflows that help streamline processes
• Own the documentation of telecommunications processes and procedures
• Lead the design and implementation of short- and long-term strategic plans, making certain infrastructure capacity meets existing and future requirements
• Plan, acquire, and coordinate installation of in-house and remote hardware and software across the organization
• Evaluate existing systems and provide technical direction to IT support staff
• Ensure the highest level of systems and infrastructure availability
• Own reporting across all telephony platforms in use by Penske Truck Leasing and Penske Logistics
• Other projects and tasks as assigned

What This Job Offers

• Number of Employees: 5,001-10,000 employees