Senior Systems Engineer --ACD Voice

  • Leidos,
  • Ashburn, VA
  • 1 hour ago
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Leidos
Systems, Engineer, Automated, Director, ACD, Switch, Architecture, Development, Research, IP, IVR, Business Objects, Crystal Reports, Manager
Full Time

Job Description

Description

Job Description:

Leidos is seeking a Senior Systems Engineer who is a Subject Matter Expert supporting the Future Flight Services Program (FFSP) Automated Call Director (ACD) and Voice Communication Switch (VCS) which supports the 24x7x365 operations in a complex, multi-platform environment. FFSP supports the general aviation pilots' safety flight briefings, including, search & rescue activities, ground to ground, and air to ground communications systems.

Key areas of responsibility include the following: Voice Communications / VOIP, network technology, and Automated Call Director.

The Senior Systems Engineer will be responsible for a wide range of highly technical network activities across multiple disciplines requiring a highly diverse background in all aspects of ACD and VCS management and support.

Senior Systems Engineer Responsibilities:

Provide technical analysis and research in planning, engineering, design and implementations.
Directly coordinate & communicate with program and FAA personnel in the ongoing design, support and maintenance of the FFSP Architecture
Perform Subject Matter Expert rapid analysis and remediation on FFSP Operational issues arising in day-to-day operations supporting the Flight Service 24x7x365 environments.
Perform Subject Matter Expert rapid analysis and remediation on FFSP lab issues arising in day-to-day operations supporting the Flight Service 24x7x365 Development environments.
Provide analysis for implementation techniques and tools for the most efficient solution to problems.
Implement new hardware into production computer rooms, complete activities that can't be done during first and mid-shifts to minimize risks associated with equipment changes and implementations in active production FFSP operational computer rooms.
Evaluate risk associated with planned implementations processes, monitors associated risks and communicates changing risk assessments while performing implementation activities in the event of abnormal system feedback.
Coordinate third-party maintenance for ACD and VCS equipment and troubleshoot problems as needed.
Provide after-hours support
Work independently to resolve reported issues
Must be willing to work variable shift work supporting maintenance windows 10:00pm to 6:00am for implementation of changes to the FFSP lab and Operational systems
Work independently after hours supporting Maintenance Window hardware installations on third shift for the installation and support of hardware in production operations for the FFSP lab and Operations equipment
Research ongoing updates for ACD and VCS equipment and submit recommendations for final review by the FFSP Change Control Board
Create implementation plans/technical solutions for approved Change Requests, coordinate implementation activities with other support areas, and implement planned changes to production environments
Work as part of a larger team of Subject Matter Experts to affect repairs to all automation equipment within the facility and within the FFSP enterprise

Qualifications:
Requires BS degree and 8+ years of prior relevant experience or Masters with 6+ years of prior relevant experience.
Experience in full life cycle systems engineering approaches
Strong understanding of the Aspect Call Director system
Strong understanding of Voice Communication Switch systems
Experience with telephony / ACDs
Experience and/or knowledge of Flight Services and aviation / air traffic control systems
Desired Skills:
Aspect Unified-IP
Interactive Voice Response (IVR)
Automatic Speech Recognition (ASR) - Nuance
Text-to-speech (TTS)
IVR CXP language
IVR M3 language
Business Objects / Business Views
Crystal Reports
NICE voice recording
NICE Work Force Manager (WFM)

Must: Be US Citizen
Be able to pass an Public Trust investigation from the FAA customer
Be able to support emergency and off hours support
Be able to support variable daily work hours
tsfaa

Pay Range:


Company Information

Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world's toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company's 31,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.17 billion for the fiscal year ended December 29, 2017. (NYSE: LDOS) All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
Dice Id : SCNCAPI2
Position Id : R-00062037
Originally Posted : 2 months ago

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