Telecommunication Engineer

The Telecommunications Sr. Engineer will provide leadership and architectural direction for overall telecommunications infrastructure. The Telecommunications Sr. Engineer will be responsible for the maintenance and support of all telephony applications including the enterprise call center, cost auditing, incident management, reporting and analytics, enterprise collaboration, and performance management applications. This role will Oversee all telecommunications functions, including installation and configuring of VoIP and TDM services and equipment and facilitate requirements definition with business functions to result in technical recommendations which drive RFP development and implementation. In addition, this role will provide subject matter expertise in the Interactive Intelligence/Genesys Pure Connect platform including phone switching, systems integration, voice mail, dialer, voice response unit, conferencing (audio/video), call recording capabilities, and Session Initation Protocol (SIP) Trunking. Essential Duties and Responsibilities:

• Architectural Ownership - Lead and coordinate the activities associated with voice/telecom applications for both primary and secondary servicing locations. Ensure client remains current on all infrastructure system and software components. Attend seminars and conferences designed to reinforce/build knowledge of same.
• Call Center/Service Support - Research, review and participate in new call center application development requests and initiatives. Effectively interact with other staff and external parties for the purpose of gathering and providing information related to servicing initiatives.
• Manage Voice Provider Services/Costs – Support implementation of local and long distance carrier services to achieve the most economical rates with high availability. Provide recommendations for updates or replacements of the communication system and interfacing services. Monitor monthly invoices and phone system reports to ensure efficiency of operations. Leadership efforts with regard to telecom-related cost management, providing ongoing cost reduction/containment plans. Work with vendors and resellers to drive down maintenance costs and foster ongoing competitive landscape.
• Voice Operations Engineer - Install communications equipment such as voice gateways, routers, and switches. Verify services by working with vendors for testing circuits, equipment, and alarms. Understands both legacy TDM and current Voice over Internet Protocol (VoIP) environments. Research, identify, and repair VoIP call quality and stability issues with tools such as a WireShark Packet Analyzer/Log Lion.
• Maintain Vision and Communication for Voice Infrastructure - Responsible for ongoing definition and execution towards clearly stated vision for voice communications. Provide regular written and verbal updates to communicate the vision and the roadmap for successful execution. Ensure robust monitoring, management and planning processes are in place and maintained to ensure a highly available and efficient infrastructure. Experience evaluating telephony platforms and technology along with demonstrated ability to relate technology to business requirements required.
• Quality Assurance - Maintain rigorous adherence to defined lifecycle processes and quality implementation objectives. Support Configuration and Change Management processes with ongoing review/validation of system changes/upgrades to support continuous improvement.
• Execution Focused – Drive towards defined objectives with realization that the 80/20 rule is critical to achieving measurable progress in a timely manner. Able to make and support decisions based upon clearly outlined goals.

• Bachelor's degree from a four-year college or university preferred. Minimum of 5 years of applied experience in telecommunications infrastructure design, deployment and management.
• Enhanced Microsoft desktop/server knowledge in a virtual environment
• Direct working knowledge of Interactive Intelligence/Genesys Pure Connect and SIP trunking in multi-site architectures is a plus but not a requirement.
• IP network troubleshooting experience with Wireshark.
• Network switch administration with Juniper access switches is desired.
• Must have an open approach to telecommunications platforms and change.
• Certificates and Licenses: Interactive Intelligence certification for CIC is preferred. Additional network certification (Juniper/Cisco) is required