Telecom Engineer
About The Position
The Telecom Engineer provides engineering support and consultation for the design, development, and implementation of technical solutions in the company’s telephony and contact center telecommunications environments. The role works across a complex, multi-location, multinational, and multivendor infrastructure. Its technical scope includes contact center technologies such as voice systems, call center technologies, PBX, gateways, voice networks, voicemail, call recording, and ancillary support systems. The position analyzes existing and proposed telephony and contact center environments and applications to identify needed improvements. It provides advanced infrastructure support and testing for system patching, hardening, hardware and software upgrades, system updates, scripting, and break/fix activities. The engineer maintains a high level of knowledge of the company’s applications and telecommunications and data-system integration, anticipating business, customer, cross-system, cross-process, and cross-project impacts. Regular vendor interaction includes identifying opportunities for improvement and driving resolution. The role designs, develops, documents, and implements contact center telephony infrastructure, scripting, and application projects on time and within budget. It collaborates with vendors, internal technical and business teams, engineers, analysts, and other IT peers to evaluate and propose technologies, methods, processes, and enhancements. The engineer ensures interoperability with desktop, network, security, and compliance systems and assists with gathering and documenting business requirements. The position also designs and implements traditional contact center channels such as chat, SMS, and email in the CXOne platform, as well as gamification, analytics, and call recording, including Neva. The position requires carrying a company-issued smartphone for on-call support and being accessible 24x7 to support the telecommunications infrastructure team and minimize the impact of incidents, changes, upgrades, and installations. Travel may be required 5% of the time, domestically and internationally.
Requirements
- Bachelor’s degree in computer information systems, telecommunications, or a related technical field, and/or related experience; equivalent experience may be accepted in lieu of the education requirement.
- Five or more years of experience supporting and developing solutions in complex telecommunications environments.
- Knowledge of WAN/LAN technologies and VoIP/SIP call-routing technologies and protocols.
- Working knowledge of TCP/IP routers, SBCs, servers, switches, firewalls, DNS, DHCP, and Citrix desktop deployments.
- Good oral and written communication skills.
- Ability to work long hours under pressure during system outages and implementations.
- Some experience leading and directing others.
- Experience working with engineers, analysts, IT peers, vendors, expert resources, carriers, and internal technical and business resources to evaluate and propose technologies, including CCaaS and UCaaS options, financials, and risks.
- Experience creating call-flow diagrams using Visio to document and visualize scripting logic.
- Experience designing, developing, and implementing scripting solutions for the CXOne platform using industry best practices and scripting languages.
- Experience providing technical support to contractors working on scripting projects, including troubleshooting and answering questions.
- Expert-level technical expertise with Cisco telecommunication systems and management of complex telecommunications environments and infrastructures.
- Proven ability to perform coordination and problem isolation.
Nice To Haves
- CCaaS and UCaaS training.
- NICE/CXOne training and certifications.
- Neva training.
- Neva experience.
Responsibilities
- Design, develop, document, and implement contact center telephony infrastructure, scripting, and application projects on time and within budget.
- Analyze existing and proposed telephony and contact center environments and applications to identify areas for improvement.
- Provide advanced infrastructure support and testing for patching, hardening, hardware and software upgrades, system updates, scripting, and break/fix activities.
- Evaluate and propose technologies, methodologies, processes, and enhancements in collaboration with vendors, internal technical and business resources, engineers, analysts, and IT peers.
- Ensure proposed solutions interoperate with desktop, network, security, and compliance systems.
- Assist in gathering and documenting business requirements.
- Design, develop, and implement contact center channels such as chat, SMS, and email within the CXOne platform, as well as gamification, analytics, and call recording including Neva.
- Maintain knowledge of application, telecommunications, and data-system integration and anticipate the impacts of environmental changes.
- Interact with vendors to identify improvement opportunities and drive resolution.
- Provide 24x7 on-call support for the telecommunications infrastructure team and carry a company-issued smartphone.
- Travel domestically and internationally when required.
Benefits
- Medical benefits.
- Dental benefits.
- Vision benefits.
- Flexible spending accounts.
- Life and accident coverage.
- Disability coverage.
- Depending on position, paid time off, parental leave, and holidays.
- Paid volunteer time through Wish Day at an approved organization.
- 401(k) with employer match, subject to eligibility requirements.
- Legal and identity theft plan.
- Voluntary income protection benefits.
- Wellness program, subject to provider availability.
- Employee Assistance Program.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
