Telecommunications Engineer

Bank OZK•Little Rock, AR

About The Position

Responsible for supporting the day-to-day operations, maintenance, and optimization of the Enterprise Telecommunications infrastructure, Unified Communications and contact center technologies.

Requirements

Demonstrated ability to thrive in a fast-paced, team-oriented business environment while adapting to evolving operational demands and effectively managing time, priorities, and competing responsibilities.
Ability to collaborate with internal and external stakeholders to guide new projects.
Ability to mentor other team members and drive training sessions within the Telecom team and internal stakeholders.
Skill in using computers and Microsoft Office, including Word, Excel, and
Knowledge of various software products such as Microsoft Windows and Microsoft Office.
Knowledge of ITIL processes and change management practices.
Knowledge in working with cloud-based UC, CCaaS platforms, or other large scale contact center technology systems.
Comprehensive knowledge with: Cisco Unified Communications Manager (CUCM), Cisco VoIP technologies, Webex Contact Center (WXCC) or equivalent contact center technology, Ribbon Session Border Controllers (SBCs) or equivalent systems, SIP signaling and SIP Trunking, Calabrio WFM/WFO platforms or equivalent systems.
Comprehensive knowledge of Voice over IP (VoIP) concepts and telecommunications infrastructure.
Knowledge in troubleshooting call flow, voice quality, and signaling issues.
Knowledge with dial plans, call routing, and telephony protocols.
Knowledge of networking fundamentals including TCP/IP, QoS, DNS, and VLANs.
Knowledge with network monitoring tools such as SolarWinds, Grafana, Datadog, or similar technologies.
Strong analytical, troubleshooting, and problem-solving skills to think and work independently and provide new solutions.
Ability to provide excellent communication and customer support.
Bachelor’s degree in information technology, Telecommunications, Computer Science, or related field preferred, or commensurate work experience required.
7+ years of experience supporting enterprise telecom and unified communications environments, required.

Responsibilities

Supports and maintains Cisco Unified Communications Manager (CUCM) infrastructure.
Administers and troubleshoots Webex Contact Center solutions, including call routing, agent functionality, email, chat, and platform integrations.
Configures, monitors, and supports Ribbon Session Border Controllers (SBCs) for SIP Trunking and voice traffic management.
Troubleshoots VoIP, SIP signaling, call quality, latency, and connectivity issues across voice networks.
Monitors telecom systems’ performance and proactively resolves outages or service degradation and makes recommendations for system enhancements that drive more efficient platforms.
Collaborates with network, security, and infrastructure teams to support unified communications initiatives.
Manages and own department and team projects such as telecom upgrades, migrations, patches, and system enhancements.
Maintains system documentation, diagrams, operational procedures, and configuration standards.
Supports vendor management and coordinates issue resolution with service providers and technology partners.
Performs moves, adds, changes, and deletions (MACD) for telephony and contact center systems.
Performs other duties as assigned.