This position has knowledge of WAN/LAN technologies and VoIP/SIP call routing technologies and protocols, including TCP/IP routers, Client' 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 and identifying areas of needed improvement or enhancements.
Position provides advanced level application support and testing for system enhancements, updates, upgrades, 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.
Five or more years of experience in the support, development and deployment of solutions within complex telecommunications environments.
- Ability to maintain Engineering service level agreement expectations.
- Serve as escalated tier to Operation Analysts for knowledge transfer and guidance on incident management.
- Works independently while maintaining service level goals and project deliverables.
- Maintain telephony systems that our contact center agents utilize to produce financial results.