Lead Network Engineer - Voice

As a Lead Voice Network Engineer, you will provide project leadership and advanced level network services focusing on the design, installation, configuration, integration, and automation of voice technologies. In this role, you will lend your skills and experience in telecom and contact center technologies to support the configurations of both the internal and external contact center infrastructure. Additionally, you will work closely with our enterprise business partners to identify new opportunities that will enhance the contact center experience.

• Provide expert level network services, including designing, installing, configuring, and integrating new telecommunication technologies. Identify stakeholders and obtain project approvals and funding. Conduct pilots, makes recommendations, and ensures network installations meet standards.
• Provide expert level network design and debugging services to development teams. Work closely with project managers, developers, and engineers to implement reliable, manageable, and secure solutions for external connections.
• Provide expert level telecom network services for the most complex issues elevated from the Support Center and technical services groups. Troubleshoot and resolve chronic and catastrophic problems.
• Maintain and monitor network system performance and identify performance issues and trends. Implement improvements and identifies opportunities to automate manual system tasks. Develops and maintains telecom network documentation, policies, and procedures.
• Work with vendors, obtain quotes and justifies business needs for services and technologies.
• Identify stake holders, form project teams, and conducts functional testing and provides recommendations based on the results.
• Verify that all installations meet production acceptance standards.
• Implement opportunities to automate manual system tasks.
• Provide technical leadership for voice infrastructure engineering team.
• Provide expert level design and debugging services to development and engineering teams.
• Identify performance issues, interprets trends, and implements improvements.
• Create documentation and diagrams, including policies and procedures.
• Add, update, and close-out records in the IT Problem Management and Change Management databases.
• Train and mentor less experience crew members and conduct formal training sessions, one-on-one sessions, and recommends training vendors.
• Thoroughly understand and comply with IT policies and procedures, especially those for quality and productivity standards that enable the team to meet established client service levels. Thoroughly understand and comply with Information Security policies and procedures.
• Participate in special projects and performs other related duties as assigned.

• Undergraduate degree in a related field or the equivalent combination of training and experience.
• Experience with contact center technology platforms, specifically Genesys Cloud and SBC products.
• Experience with telecom carrier operations.
• Minimum of 8 years network and VoIP engineering experience.
• Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP), or Cisco Certified Design Professional (CCDP) preferred.
• Strong written and verbal communication skills, including presentation skills.
• Strong analysis and problem solving skills.
• Strong project leadership skills.