Telecom Engineer 2

Overview:

• 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 consisting of technologies such as but are not limited to the design, implement, and support call flow scripts within the NICE CXOne ecosystem, voice systems, call center technologies, PBX, gateways, voice networks, voicemail, call recording and auxiliary support systems.
• This position has knowledge of WAN/LAN technologies and VoIP/SIP call routing technologies and protocols, including working knowledge of TCP/IP routers, SBC s, servers, switches, firewalls, DNS, DHCP and Citrix Desktop deployments.
• Operational responsibilities include analyzing existing and proposed telephony and contact center telecommunication environments and applications it identifies 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.

Responsibilities

• Lead design and implementation of contact center infrastructure (40%)
• Evaluate and propose tech/process improvements (25%)
• Maintain expert-level system integration knowledge (20%)
• Provide 24/7 support for telecom infrastructure (10%)
• Perform additional duties as needed (5%)

Technical Skills

• Expert in NICE CXOne and complex telecom environments
• Experience with PBX, gateways, voicemail, call recording, WAN/LAN, VoIP/SIP, TCP/IP, routers, SBCs, switches, firewalls, DNS, DHCP, Citrix
• Strong scripting, troubleshooting, documentation, and leadership

Qualifications

• Bachelors in computer information systems, Telecommunications, or related field
• 5+ years of relevant experience
• Preferred certifications: NICE CXOne, CCNA-Collaboration
• Strong communication and ability to work under pressure

Position Details:

• The position is responsible to design, development, documenting and implementing contact center telephony infrastructure and application projects on time and within budget. Work closely with vendors, outside expert resources, internal technical and business resources, to evaluate and propose innovative new technologies methodologies, processes and enhancements to improve the effectiveness of the organization. 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)
• The position works closely with our engineers, analysts, IT peers, outside vendors, outside expert resources, internal technical and business resources to evaluate, develop, and propose innovative new technologies, methodologies, processes, and other improvements aimed at improving the effectiveness of the organization. (25% time)
• This position maintains 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 the impacts of incidents, changes, upgrades, and installs on the function of the business and/or the contact center. (10% time)
• Performs other duties as needed (5% time)

Additional Details

• Support NICE CXOne scripting and Cisco migration
• Handle system patching, upgrades, and break/fix tasks
• Vendor interaction for improvements and resolution