Why Bank OZKFounded on a legacy of more than 120 years in banking, Bank OZK is much more than just a company. We're nationally recognized as an industry leader in financial services. That means we combine exceptional service with innovative technologies to deliver smart solutions to our clients across the country. We're investing in small businesses, fueling economies in local communities and changing skylines in the largest cities across America. Here, we're not simply filling roles. We're fostering even greater careers.
The foundation for a great career starts with an exceptional team and a comprehensive benefits package. We believe in providing our dedicated team members with the best resources to support their physical, mental and financial wellbeing, including generous PTO, 401(k) matching, health, dental, vision (and pet!) insurance as well as special perks and discounts. Learn more about Bank OZK benefits.
Job Purpose & ScopeResponsible for supporting the day-to-day operations, maintenance, and optimization of the Enterprise Telecommunications infrastructure, Unified Communications and contact center technologies.
Essential Job Functions- Supports and maintains Cisco Unified Communications Manager (CUCM) infrastructure.
- Administers and troubleshoots Webex Contact Center solutions, including call routing, agent functionality, email, chat, and platform integrations.
- Configures, monitors, and supports Ribbon Session Border Controllers (SBCs) for SIP Trunking and voice traffic management.
- Troubleshoots VoIP, SIP signaling, call quality, latency, and connectivity issues across voice networks.
- Monitors telecom systems' performance and proactively resolves outages or service degradation and makes recommendations for system enhancements that drive more efficient platforms.
- Collaborates with network, security, and infrastructure teams to support unified communications initiatives.
- Manages and own department and team projects such as telecom upgrades, migrations, patches, and system enhancements.
- Maintains system documentation, diagrams, operational procedures, and configuration standards.
- Supports vendor management and coordinates issue resolution with service providers and technology partners.
- Performs moves, adds, changes, and deletions (MACD) for telephony and contact center systems.
- Performs other duties as assigned.
Knowledge, Skills & Abilities- Demonstrated ability to thrive in a fast-paced, team-oriented business environment while adapting to evolving operational demands and effectively managing time, priorities, and competing responsibilities.
- Ability to collaborate with internal and external stakeholders to guide new projects.
- Ability to mentor other team members and drive training sessions within the Telecom team and internal stakeholders.
- Skill in using computers and Microsoft Office, including Word, Excel, and
- Knowledge of various software products such as Microsoft Windows and Microsoft Office.
- Knowledge of ITIL processes and change management practices.
- Knowledge in working with cloud-based UC, CCaaS platforms, or other large scale contact center technology systems.
- Comprehensive knowledge with:
- Cisco Unified Communications Manager (CUCM)
- Cisco VoIP technologies
- Webex Contact Center (WXCC) or equivalent contact center technology
- Ribbon Session Border Controllers (SBCs) or equivalent systems
- SIP signaling and SIP Trunking
- Calabrio WFM/WFO platforms or equivalent systems
- Comprehensive knowledge of Voice over IP (VoIP) concepts and telecommunications infrastructure.
- Knowledge in troubleshooting call flow, voice quality, and signaling issues.
- Knowledge with dial plans, call routing, and telephony protocols.
- Knowledge of networking fundamentals including TCP/IP, QoS, DNS, and VLANs.
- Knowledge with network monitoring tools such as SolarWinds, Grafana, Datadog, or similar technologies.
- Strong analytical, troubleshooting, and problem-solving skills to think and work independently and provide new solutions.
- Ability to provide excellent communication and customer support.
Basic Qualifications- Bachelor's degree in information technology, Telecommunications, Computer Science, or related field preferred, or commensurate work experience required.
- 7+ years of experience supporting enterprise telecom and unified communications environments, required.
Job ExpectationsOperate customary equipment and technology used in a business environment, with or without accommodation.
Note: This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.
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EEO StatementBank OZK is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by federal, state, and local law. Member FDIC.
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