Duties/Day to Day Overview | - Use your hands-on abilities, working side by side with our people to get things done.
- Role will be 80% hands on with Audo Codes, LSPs, Avaya environments.
- Analyze telecom problems and needs (e.g., interference, intelligibility, clarity, etc.) to determine the most appropriate means of reducing, eliminating, and/or avoiding current and future problems and improving communications.
- Ensure that telecom documentation (diagrams, MOPs, etc.) is kept current.
- Implement scalable and reliable telecom solutions working with other team members and neighboring engineering groups.
- Develop integrated solutions through collaboration and proactive communication with infrastructure and business teams.
- Participate in the Voice and Telecom on-call rotation.
- Standard rotation is 1 week every two weeks. Not normally heavy volume & support time is factored into 40 hour work week.
- Plan, design, engineer, and construct telecom systems.
- Determine appropriate configurations of telecom hardware and software to ensure the desired performance of telecom equipment.
- Research, gather and compile relevant technical information to enhance, modify and maintain assigned networks and telecom systems.
- Evaluate new products and services from vendors to determine applicability to hardware, software, networks, and telecom systems in use by our Corporate, Stores, Distribution Centers, Care Centers, and international sites.
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Top Requirements (Must haves) | - You have a bachelor's degree in business, Computer Sciences, Engineering, or related field (an equivalent combination of related education, training, and experience may be considered)
- You have 10+ years of Telecom Platform Experience (Avaya, Cisco Webex, Genesys, Five9s, Nice+, and/or conference and calling platforms such as Microsoft Teams)
- You have 5+ years of Voice Engineering Experience including SBC from Audiocodes, Oracle and SONUS
- Strong Avaya experience relative to contact center and voice. Ability to design, engineer & troubleshoot Avaya.
- Experience with MS Team transformation from Avaya to Teams
- Experience in SIP and Audio Codecs: Oracle 3950s is preferred but flexible on the SPCs
- Familiar with IVR (basic telephony)
- You are skilled at diagnosing and solving complex problems and providing detailed technical analysis for SIP and Audio Codecs.
- You have superior oral and written communication skills with the ability to influence others
- You enjoy mentoring and teaching others at all skills levels
- You are comfortable presenting to different audience types (technical and business)
- You have knowledge of theory and principles of project management
- Technical Competencies required:
- Extensive technical experience with architecture and implementing numerous network/telecom protocols such as OSPF, BGP, SIP, H323, RTSP, DNS, DHCP, QoS, MGoogle Cloud Platform, Skinny, etc....) in addition to WAN communications protocols including MPLS, DWDM, OC carrier.
- Hardware/Software: Solid experience with the full range of Avaya (CM6/7, IP Office, Partner, G450, G430, S8800, PBX, ACD), Cisco (CUCM, SRST, ACD), Zoom AV, Microsoft MTR, Genesys Pure Cloud and Microsoft Enterprise Voice.
- Knowledge and understanding of Care Center Call Recording, Speech Analytics, and Workforce Optimization.
- Knowledge and understanding of various SBC's; Oracle, Audio Codes, etc....
- Understanding cloud and on-premises telecom deployments.
- Strong capabilities in authoring technical documentation including HLD/LLD/NIP.
- Functional knowledge of Windows and Linux administration tools and interfaces (both GUI and shell).
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