Telecom Engineer IV

Ryder • Coral Gables, FL

5d

About The Position

The Telecom Engineer IV provides Tier 3 and Tier 4 support, engineering and design, testing, and deployment across the Enterprise Voice Team’s areas of responsibility, including Voice Facilities, the UCaaS Platform, phones, and VoIP interface devices. The role also mentors junior team members.

This position supports escalated troubleshooting, issue isolation, resolution, and root cause analysis. It participates in project design discussions with IT peers and business owners, identifies the engineering work required from the Enterprise Voice Team, and supports project design, testing, implementation, and deployment in coordination with project managers and other internal IT departments. The engineer also keeps current with relevant technology developments, evaluates new platform features, and works with providers to assess technologies that could enhance the voice platform. Other duties may be assigned.

Requirements

• Associate's degree in a related field or equivalent experience focused on telecommunications; the posting specifies 10 years of experience as the equivalent option.
• At least 10 years in telecommunications, with concentration in VoIP/TDM, network routing, PBX support, IT project management, IT budgets, and call center engineering.
• Advanced VoIP knowledge.
• Advanced PBX knowledge.
• PBX and call center support skills.
• Troubleshooting skills.
• Effective interpersonal skills and ability to maintain professional relationships across organizational levels.
• Ability to work independently as a self-starter and self-manager, as well as collaboratively as part of a team.
• Strong verbal and written communication skills.
• Flexibility and self-drive to excel in a fast-paced environment.
• Detail orientation, excellent follow-up practices, and organization.
• Strong initiative and documentation skills.
• Enjoys learning and is open to new technology.
• Travel of 1–10%.

Nice To Haves

• Bachelor's degree in a related field.
• Advanced call center administration skills.

Responsibilities

• Support team members with Tier 3 and Tier 4 trouble escalations, leading troubleshooting, issue isolation, resolution, and root cause analysis.
• Attend project design meetings with peers, other IT teams, and business owners to determine engineering requirements for projects involving the Enterprise Voice Team.
• Support projects through design, testing, implementation, and deployment in coordination with assigned project managers and relevant internal IT departments.
• Pursue relevant education to stay current on technological advancements in platforms supported by the Enterprise Voice Team.
• Evaluate new features resulting from manufacturers’ product evolution to determine whether they can improve platform capabilities and end-user features.
• Work with existing or prospective providers to assess whether their technologies can enhance the voice platform.
• Mentor junior members of the team.
• Perform other duties as assigned.

Benefits

• Medical insurance
• Prescription coverage
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Paid time off for vacation, illness, and bereavement
• Family and parental leave
• 401(k) retirement savings plan
• The position may be eligible for an annual bonus, commission, and/or long-term incentive plan, depending on level and type.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree