Voice & Contact Center Sr. Engineer, Telephony

Tesla•Fremont, CA

About The Position

The Voice and Contact Center Senior Engineer is responsible for design, implementation, and support of highly available contact center technologies, in partnership with Tesla's Customer Support, Sales and Service organizations. The Voice and Contact Center Technology team provides voice and contact center solutions that utilize API/Event Based technologies in conjunction with multiple service providers around the globe. Our services are provided in call center locations, retail service/sales centers, manufacturing environments, and general office locations. We are responsible for providing voice and omni-channel solutions that are always-on, highly reliable and with exceptional performance. Tesla is a fast-paced and dynamic environment that can pivot directions quickly, so the ability to quickly respond to changes in direction is critical.

Requirements

5+ years designing and deploying complex contact center solutions leveraging Avaya platforms and technologies
Demonstrated knowledge of Avaya Product Suite, and other API/Event Based Contact Center Platforms
Experience with large-scale, multi-phased migrations
Strong understanding of supporting and troubleshooting complex, global VOIP deployments including SBCs, SIP trunking and multiple carriers
Demonstrated experience in troubleshooting complex technology issues across various technologies
Strong analytical background with focus on developing data-driven solutions
Strong interpersonal and communications skills with the ability to communicate complex technology into business terminology
Design solutions that balance both customer's needs and IT's technology roadmap
Ability to work in a fast-paced and dynamic environment that can quickly change direction
Exposure to Voice and Contact Center Automation Tools

Responsibilities

Partner closely with customer facing contact center teams to develop and implement technical solutions
Develop and deploy contact center technical standards across all call center locations globally
Perform as a subject matter expert in complex, multi-phase platform migration
Identify opportunities to leverage existing technology solutions to improve customer and agent experiences
Identify and advocate for new technical solutions that solve critical business problems
Design and documentation of technical solutions, including architectural documents, engineering design documents and operational documentation
Serve as Tech Lead on the UC Operations team
Mentor and develop team members on contact center technologies
Develop standard operating procedures for support of technical solutions
Ensure adequate system capacity to support business growth projections

Benefits

Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:
Medical plans > plan options with $0 payroll deduction
Family-building, fertility, adoption and surrogacy benefits
Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
Company Paid (Health Savings Accounts) HSA Contribution when enrolled in the High-Deductible medical plan with HSA
Healthcare and Dependent Care Flexible Spending Accounts (FSA)
401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
Company paid Basic Life, AD&D
Short-term and long-term disability insurance (90 day waiting period)
Employee Assistance Program
Sick and Vacation time (Flex time for salary positions, Accrued hours for Hourly positions), and Paid Holidays
Back-up childcare and parenting support resources
Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
Weight Loss and Tobacco Cessation Programs
Tesla Babies program
Commuter benefits
Employee discounts and perks program