J-1606 - Engineer II, Telecom

Responsibilities

• Design, develop, document, and implement contact center telephony infrastructure and application projects on time and within budget. Work closely with vendors, external experts, internal technical and business resources to evaluate and propose innovative technologies, methodologies, processes and enhancements to improve organizational effectiveness. Ensure interoperability between the proposed solutions and other telecommunications such as desktop, networks, security and compliance. Assist in gathering and documenting business requirements.
  
  (40% time)
• Work closely with engineers, analysts, IT peers, outside vendors, external experts and internal resources to evaluate, develop, and propose innovative technologies, methodologies, processes, and other improvements aimed at improving organizational effectiveness. (25% time)
• Maintain expert level understanding and knowledge of the company's applications, telecommunications and data system integration and must be able to understand changes needed within the environment to anticipate business, customer, cross‑system, cross‑process, and cross‑project impacts. (20% time)
• Be accessible 24x7 to support the telecommunications infrastructure team to minimize impacts of incidents, changes, upgrades, and installs on the function of the business and/or the contact center. (10% time)
• Perform other duties as needed (5% time)

This position provides engineering support and consultation for the design, development and implementation of technical solutions within the company's telephony and contact center telecommunications environments within a complex multi‑location, multi‑national and multi‑vendor infrastructure. The technical scope of the role includes all contact center technologies such as voice systems, call center technologies, PBX, gateways, voice networks, voicemail, call recording and auxiliary support systems.

Position has knowledge of WAN/LAN technologies and VoIP/SIP call routing technologies and protocols, including working knowledge of TCP/IP routers, clients, servers, switches, firewalls, DNS, DHCP and Citrix Desktop deployments.

Operational responsibilities include analyzing existing and proposed telephony and contact center telecommunication environments and applications to identify areas of needed improvement, deliver recommendations for improvements in scripting efficiency and consult on the migration from Cisco to NICE CXOne.

Position provides advanced level infrastructure support and testing for system patching, hardening, and hardware/software upgrades, system updates, and break/fix activities on telecommunications equipment and applications.

This position must maintain high level understanding and knowledge of the company's applications, telecommunications and data system integration and must be able to understand changes needed within the environment in order to anticipate business, customer, cross‑system, cross‑process, and cross‑project impacts. The ability to interact with vendors to locate opportunities and improvements as well as drive resolution will be frequent. Role may be assigned other tasks as required to support the overall shared services and organizational goals.

Position will be required to carry a company issued smart phone in order to provide on‑call support as required.

Position can be fully remote for the right candidate.

• Education:
  
  Bachelor’s degree in computer information systems, telecommunications, or related technical field and/or related experience with 5+ years of experience.
• Training: NICE CXOne or CCNA‑Collaboration preferred.
• Knowledge and skills:
  Good oral and written communication skills; ability to work long hours under pressure during system outages and implementations.
• Technical skills (must have):
  • Expert level technical expertise of NICE CXOne systems and management of complex telecommunications environments and infrastructures.
  • Experience with multiple voice and call center technologies such as voice systems, call center technologies, PBX, gateways, voice networks, ACD, voicemail, call recording, and ancillary support systems.
  • Knowledge of WAN/LAN technologies and VoIP/SIP call routing technologies and protocols, including working knowledge of TCP/IP routers, clients, servers, switches, firewalls, DNS, DHCP and Citrix Desktop deployments.
  • Proven ability to perform coordination and problem isolation.
  • Strong scripting and troubleshooting skills in contact center tech.
  • Strong documentation and communication abilities.
  • Some experience leading and directing others.
• Job experience:
  Five or more years of experience in the support and development of solutions within complex telecommunications environments.

Mid‑Senior level

Other

Information Technology

Travel Arrangements and Telecommunications