Telephony Engineer

Our department is responsible for supporting the company's contact centers globally supporting over 6,000 agents across multiple business units. We are focused on implementing the next generation of Contact Center Telephony solutions that allow new capabilities to be added quickly to support a rapidly changing business environment.

This position is for a Telephony Engineer, and will be part of a voice transport team providing engineering, planning, and support responsibilities to the contact centers.

This role is giving priority to local candidates who can work a hybrid schedule, however, we will consider remote candidates for the right fit. Candidates must be able to work the 8:00-5:00pm EST schedule.

For this particular assignment, must be authorized to work in the U.S. without employer sponsorship.

We are not able to work on C2C basis.

Duties include:

• Lead/contribute to the design, management and support of the transport infrastructure comprising of SIP carrier circuits, Cisco CUBE’s and Customer Edge Routers.
• Assist in deploying performance, monitoring and alerting tools to ensure voice transport availability KPI’s are being met. Maintaining voice transport documentation such as network designs diagrams, carrier circuit information and device configurations.
• Escalation point for production support incidents and problems.
• Work on voice transport problems of diverse scope and complexity.
• Ensure that business requirements for high availability are being met by actively monitoring, executing on capacity planning needs, recommend/implement design changes, and perform annual disaster recovery tests.
• Cross training team members.

Skills Required:

• Demonstrated ability to design, deploy, and troubleshoot a SIP based solution that supports VoIP applications.
• Ability to resolve voice issues including the ability to understand system logs and coordinate problem resolution efforts with multiple resources (Vendors, Customers, IT).
• Firm understanding of Cisco hardware and configurations (CODEC’s, dial-peers, VLAN’s, BGP, etc.).
• Experience with deploying voice transport monitoring and reporting tools (e.g. call allocators, SPLUNK, CYARA, carrier specific monitoring and reporting tools).
• Knowledge of advanced voice call routing and carrier features (e.g. SS7, 911 emergency call routing, etc.).

Experience Required:

• 5+ years of voice transport experience in implementing advanced voice solutions using SIP and Cisco based network hardware and configurations.
• Experience in designing and implementing complex voice components and services.

Skills Preferred:

• Familiarity with IP telephony and IP contact center solutions including Cisco’s UCCE, CUCM and predictive dialers and how these systems integrate in an enterprise contact center solution.
• Demonstrates initiative, ability to work independently and with a strong sense of system ownership, ability to multi-task. Ability to communicate clearly, both verbally and in writing with sensitivity to the audience and content.
• Collaboration skills and attention to detail.

Equal Opportunity Employer/Veterans/Disabled

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

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The Company will consider qualified applicants with arrest and conviction records.