Sr Telephony Systems Engineer

Position Summary:

Responsible for the day-to-day operation, support, and configuration of the corporate VoIP telephony systems and their related subsystems. Plans, designs, implements and documents changes to existing systems to meet business requirements. Ensures maximum up time of systems by proactively monitoring performance and adjusting as needed. Works directly with all departments and senior management to ascertain and implement changes quickly in order to meet the changing needs of the company.

• Monitors the various systems related to the telephones to ensure optimum performance and maximum up time.
• Provides level 3 support for user issues that level 1 and level 2 cannot handle.
• Configures and maintains the auto dialer to ensure maximum dialing with minimum abandoned calls.
• Monitors and troubleshoots the outbound campaign dialer and paces dialing in alignment with available resources at the contact center level. This includes campaign max lines available, leads ingestion to dial, scheduled callbacks and associated callback cadence.
• Configures the Interactive Voice Response (IVR).
• Troubleshoots telco carrier issues, ports telephone numbers from one carrier to the VoIP cloud, builds new toll-free number call flows and opens trouble cases with carrier support as needed.
• Configures and maintains the Automatic Call Distribution (ACD) to ensure proper delivery of all calls to the appropriate agent. Build ACD groups, agents, call flows. Assigns the various ACD licenses and proactively monitors the available license pool to ensure enough are available to sustain projected company growth. This includes ACD Reporting, both real-time and historical, as well as SMS, Chat, chatbot, email routing and various omni-channel contact center capabilities.
• Configures cloud VoIP with new users, work groups, skills, etc. as required by the business.
• Configure shared fax mailboxes, assist in API configurations, and understand the VoIP user interface at an expert level.
• All the above is accomplished within established SLA’s, KPI’s and Change Control Board processes and procedures.
• May assist in on-call schedule from time to time. Carries a personal cell phone to be available for after-hours emergencies.
• Assigns the various ACD licenses and proactively monitors the available license pool to ensure enough are available to sustain projected company growth.

• Good working knowledge of SQL, APIs, and databases.
• Intermediate knowledge of networking protocols including DNS, DHCP, VPNs, WAN/LAN TCP/IP.
• Ability to troubleshoot issues on a live production system.
• Ability to organize and prioritize work schedules on a short-term and long-term basis.
• Ability to deal with complex difficult problems involving multiple facets and variables in non-standardized situations.
• Ability to work with little to no supervision while performing duties.
• Bachelor’s Degree preferred, or minimum of five (5) + years’ experience working in an IT/telecommunications role.
• Experience in the Mortgage industry preferred.
• Contact center, Genesys Cloud, Genesys Interactive Intelligence, Auto Dialer, IVR, and/or VoIP experience preferred.

• Competitive compensation package based on experience, skillset and overall fit for #Teamloan Depot.
• Inclusive, diverse, and collaborative culture where people from all backgrounds can thrive.
• Work with other passionate, purposeful, and customer-centric people.
• Extensive internal growth and professional development opportunities including tuition reimbursement.
• Comprehensive benefits package including Medical/Dental/Vision.
• Wellness program to support both mental and physical health.
• Generous paid time off for both exempt and non-exempt positions.

loan Depot (NYSE: LDI) is a digital commerce company committed to serving its customers throughout the home ownership journey. Since its launch in 2010, loan Depot has revolutionized the mortgage industry with a digital-first approach that makes it easier, faster, and less stressful to purchase or refinance a home. Today, loan Depot enables customers to achieve the American dream of home ownership through a broad suite of lending…