Telecom Engineer

Software Guidance & Assistance, Inc., (SGA), is searching for a Telecom Engineer for a Contract assignment with one of our premier Hospitality clients in Orlando, FL.
* Open to remote*

Responsibilities:

• 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.
• 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)
• Responsibility #2: 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)
• Responsibility #3: 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)
• Responsibility #4: 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)

Required Skills:

• Bachelor's degree in computer information systems, Telecommunications, or related technical field
• Five or more years of experience in the support and development of solutions within complex telecommunications environments.
• NICE CXOne or CCNA-Collaboration is preferred
• Good oral and written communication skills, ability to work long hours under pressure during system outages and implementations.
• Expert level technical expertise of NICE CXOne systems and management of complex telecommunications environments and infrastructures.
• Experience with multiple voice and call center technologies such as but not limited to voice systems, call center technologies, PBX, gateways, voice networks, ACD, voicemail, call recording, and ancillary support systems.
• 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.
• Proven ability to perform coordination and problem isolation
• Strong scripting and troubleshooting skills in contact center tech
• Strong documentation and communication abilities
• Some experience leading and directing others.

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.

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