The Sr. Voice Engineer provides senior-level engineering support and consultation for the design, development, and implementation of technical solutions as well as operational support within the company’s enterprise voice and contact center environments. This is based on a complex multi-location, global, and multi-vendor (Cisco, Avaya, AWS, Oracle/ Acme, Broadsoft, Sonus, Polycom, Genesys, NICE) infrastructure that includes all voice systems, all call center technologies, PBX, ACD, reporting systems, voicemail, quality monitoring, and recording, computer telephony integration, screen pop, , call routing within the network and telephony environment, IVR self-service system and application support, H248 media-gateways,, voice networks, Telco circuits, video conferencing systems, conference calling applications and ancillary support systems such as e-911 and call accounting systems.
This engineering role is responsible for daily operational support, project support, system enhancements, and all related services including incident and change management, for multiple technology platforms and systems providing the organization continued communications and contact with each other, our customers, and affiliates. Operational responsibilities include performing MACDs, troubleshooting and repair, managing vendor performance, maintaining high levels of system and user documentation, adherence to operational processes and policies, solution reliability, system security, compliance, and proactive monitoring through automated tools and daily testing. Working experience with Canadian telecommunications vendors and business partners. Fundamental working knowledge of Canadian Telecommunications Policy Objectives is a plus. Working knowledge of WAN/LAN technologies, network routing protocols (RIP, OSPF, EIGRP, BGP) and H323 /SIP call routing technologies and protocols, including a fundamental understanding of TCP/IP routers, Clients, servers, switches, hubs, firewalls, DNS, DHCP, QoS and sub-netting is highly recommended to properly support the environment.
Additionally, the Sr. Voice Engineer position provides infrastructure support and testing for system patching, hardening, and hardware/software upgrades, system updates, and break/fix activities on all telecommunications equipment and systems. Experience managing external vendors and supporting resources is required.
This position must maintain 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 in order to anticipate business, customer, cross-system, cross-process, and cross-project impacts. Role may include other tasks as required to support the overall IT Technology service catalog and organizational goals.
a. Good oral and written communication skills.
b. Ability to work long hours under pressure during system outages and implementations.
c. Task Oriented individual with willingness to tackle issues.
d. Team Player.
e. Takes ownership of projects and completes them on time.
f. Ability to handle multi-tasking and frequently changing priorities.
a. Technical expertise of telecommunications systems and management of complex telecommunications environments and infrastructures.
b. Demonstrated technical and executable expertise with both legacy and emergent voice technologies in Enterprise and Contact Center environments.
c. Extensive experience with diverse voice and call center technologies, such as but not limited to, TDM-SIP gateways, media servers, Cisco CUCM, Avaya Red and Blue systems, and TDM PBXs, voice mail, Network Region design, Carrier circuits, video conferencing systems, conference calling applications, and ancillary support systems such as e-911 and call accounting.
d. Expert knowledge of Multi-Site configuration and hybrid design of enterprise IP and TDM environments.
e. Expert knowledge of WAN/LAN technologies and H323 /SIP call routing technologies and protocols, including TCP/IP, routers, Clients, servers, switches, hubs, firewalls, DNS, DHCP, QoS and sub-netting.
f. Demonstrated ability to perform complex problem isolation within Enterprise Contact Center and Voice environments including UCM, UCCE, Avaya Aura platform, and various Voice Gateways.
g. Demonstrated ability to perform coordination and problem isolation with carriers.
h. Solid understanding and experience utilizing SIP technology and interoperability.
i. Experience with installation and support of international locations a plus.
j. Demonstrated technical and executable expertise with multiple voice communications platforms, Avaya, AWS, Cisco, Oracle/ Acme, Genesys, NICE, and a fundamental understanding of cloud-based communications technologies.
k. Knowledge of Multi-Site configuration and hybrid architecture of enterprise agent and non-agent recording methods is preferred.
l. Direct, practical experience with voice biometrics/ analytics, WFM, Clients, and Call Recording. As well as extensive experience with various networking and troubleshooting tools, such as Wireshark, Netscout, Solarwinds, and PCAP analysis
Bachelor’s degree in Engineering, Computer Science, Telecommunications or similar field and/or equivalent related work experience of at least 7+ years. 3+ years in a contact center environment is a plus.
a. Oracle/ Acme Certification preferred.
b. CCNA Voice and CCNA Collaboration preferred.
c. SIP School and Advanced VoIP certifications a plus.
a. At least 7 years or more experience as a Telecommunications Engineer with a strong Avaya and Cisco voice and contact center technology background. This position will require technical leadership, incident management, design, and solution deployment experience
For a list of our current openings please visit Valintry's Jobs Webpage
Applicants for this opportunity must have an unrestricted right to work in the United States.
[Persons in H-l, L-l, and OPT EAD status do not have unrestricted right to work.]