[Hiring] Telecom Engineer @Travel + Leisure Co.

Role Description

The Telecom Engineer provides engineering support and consultation for the design, development, and implementation of technical solutions within the company’s telephony and contact center telecommunications environments.

• Responsible for scripting within a complex multi-location, multi-national, and multi-vendor infrastructure.
• Technical scope includes all contact center technologies such as:
  • Voice systems
  • Call center technologies
  • PBX
  • Gateways
  • Voice networks
  • Voicemail
  • Call recording
  • Ancillary support systems
• Knowledge of WAN/LAN technologies and VoIP/SIP call routing technologies and protocols.
• Operational responsibilities include:
  • Analyzing existing and proposed telephony and contact center telecommunication environments and applications.
  • Identifying areas of needed improvement.
• Provides advanced level infrastructure support and testing for:
  • System patching
  • Hardening
  • Hardware/software upgrades
  • System updates
  • Scripting
  • Break/fix activities on telecommunications equipment and applications.
• Must maintain a high-level understanding of the company’s applications, telecommunications, and data system integration.
• Interact with vendors to locate opportunities and improvements.
• May be assigned other tasks as required to support overall shared services and organizational goals.
• Required to carry a company-issued smartphone for on-call support.

Qualifications

• Bachelor’s degree in computer information systems, Telecommunications, or related technical field and/or related experience with 5+ years of experience.
• Any CCaaS and UCaaS training.
• NICE/CXOne training and certifications is preferred.
• Neva training is a plus.
• Good oral and written communication skills.
• Ability to work long hours under pressure during system outages and implementations.
• Some experience leading and directing others.

Requirements

• Knowledge of WAN/LAN technologies and VoIP/SIP call routing technologies and protocols.
• Working knowledge of TCP/IP routers, SBCs, servers, switches, firewalls, DNS, DHCP, and Citrix Desktop deployments.
• Experience working closely with engineers, analysts, IT peers, outside vendors, and third-party vendors.
• Experience creating call flow diagrams using Visio to document and visualize scripting logic.
• Experience designing, developing, and implementing scripting solutions for CXOne platform.
• Experience providing technical support to contractors working on scripting projects.
• Expert level technical expertise of Cisco telecommunication systems.
• Proven ability to perform coordination and problem isolation.
• Five or more years of experience in the support and development of solutions within complex telecommunications environments.
• Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

Benefits

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Paid time off, parental leave, and holidays (depending on position)
• Wish day paid time to volunteer at an approved organization of your choice
• 401k with employer match (subject to eligibility requirements)
• Legal and identity theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program