Voice​/Collaboration Engineer II

Product Support Engineer

SEI is seeking a Product Support Engineer that will own production support for one or more products or infrastructure components. You will work with senior production support staff on project management, implementations, change management process adherence, and troubleshooting, serving as a contact for many stakeholders including business owners, development teams, vendors, client relationship managers, end‑users, and the Information Technology Center.

• Ownership of the production environment to ensure product availability and stability.
• Ensure product consistency within SEI technology standards.
• Perform implementation activities such as client installs, product releases, product upgrades, new product installs, and merger and acquisition activity.
• Maintain and upgrade production and pre‑production environments as needed, ensuring they follow industry best practices.
• Provide production support of the environment (on‑hours and off‑hours).
• Participate in and own documentation throughout the product lifecycle process.
• Manage multiple concurrent projects while maintaining day‑to‑day activities.
• Communicate via meetings and written communications.
• Manage day‑to‑day issue management through the ticket request system.
• Participate in Enterprise Change Management and Incident Management processes.
• Work with others in service management disciplines.
• Report and analyze service management performance.
• On‑call duty (rotation), flexible working hours including weekends and holidays.
• Work flexible schedule between office and home.

• BA/BS degree or equivalent experience preferred.
• Minimum of 3 years prior work experience with an application development organization, supporting systems and projects from inception through implementation.
• Develop detailed project documentation, including project plans, implementation plans, and test plans.
• Develop and implement procedures for ongoing operations and proactive maintenance of software or technology.
• Excellent oral and written communication skills.
• Team player and self‑starter with little oversight of day‑to‑day functions.
• Interest in process improvement, knowledge sharing, and documentation.
• Ability to be flexible to help achieve all team project goals.
• Self‑motivated with the ability to work well within multiple teams.
• Goal oriented with the ability to complete tasks on time and within budget.
• Ability to manage time and prioritize work depending on changing project and daily task factors.
• On‑call duty (rotation), flexible working all hours including weekends.
• Must be able to work a flexible schedule between in office and from home.

• Strong understanding of SIP, RTP, and VoIP fundamentals, including codecs, QoS, and call quality troubleshooting.
• Knowledge of PSTN connectivity models and number management.
• Experience with Cisco Collaboration products:
  Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Cisco gateways and CUBE, dial plans, route patterns, transformations, and calling search spaces.
• Contact center knowledge (UCCX/Webex CC).
• Microsoft
  
  Collaboration:
  
  Microsoft Teams Phone, Teams Admin Center, calling policies, voice routing policies, user provisioning, Operator Connect and/or Direct Routing, Teams room devices.

• Healthcare (medical, dental, vision, prescription, wellness, EAP, FSA).
• Life and disability insurance (premiums paid for base coverage).
• 401(k) match.
• Education assistance.
• Commuter benefits.
• Up to 11 paid holidays per year.
• 21 days PTO per year, pro‑rated for new hires and increasing over time.
• Paid parental leave.
• Back‑up childcare arrangements.
• Paid volunteer days.
• Discounted stock purchase plan.
• Investment options.
• Access to thriving employee networks.

SEI is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law.