Telecom Engineer

Orlando, FL

Posted: 11/01/2018 Job Number: 11916769
  TELECOM ENGINEER -  This position provides engineering support and consultation for the design, development  and  implementation of technical solutions within the company' s telephony and contact center telecommunications environments within a complex multi-location, multi-national, and multi-vendor infrastructure.  The technical scope of the role includes all contact center technologies consisting of technologies such as but are not limited to contact center applications, voice systems  and  ancillary support systems.
 
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.
  1. Ability to maintain Engineering service level agreement expectations.
  2. 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.
  •  

Cheryl Savage

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