Telecom Engineer - Career Education Corporation
General Summary:
The desired candidate will be a vital part of the Telecom Engineering team with expertise required to build, improve, and support our Avaya VoIP and Contact Center systems. This Telecom professional should be self-motivated, a team player, and willing to assist other IT pros with projects and problems. There is an expectation that the candidate will proactively identify forward looking solutions or find improvements to existing systems. The candidate will act as a lead on medium to large Telecom projects.
Principal Duties & Responsibilities:
Infrastructure & Contact Center
- Design and program software translations for Avaya CM 5.x and higher.
- Build call flows, menu prompts, etc. on the Avaya ACD and corresponding Avaya CMS reports.
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Work with business owners to determine, design, plan, and implement inbound call solutions (Avaya VDN, Vector, etc); augment and streamline existing setups.
- Assist business leaders with analysis and interpretation of Contact Center reporting data (Avaya CMS, etc), build custom reports, and implement new product solutions that may fit the business needs
- Configure, support, and manage:
- Outbound campaigns using Avaya Proactive Contact and Proactive Outreach Manager (POM).
- CTI connections and applications using Avaya AES, Avaya Interaction Center, NICE Call Recording, and NICE Workforce Management.
- Microsoft Unified Messaging (voicemail) platform.
- Resolve Incidents/Problems and fulfill Requests related to Telecom and the contact center applications.
- Investigate, recommend, and carry out change control processes in the telephony environment.
- Troubleshoot complex issues involving VoIP and other converged technology.
- Work with engineering group in design, planning, layout, and configuration of Avaya communication systems and services.
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Perform system maintenance/upgrades – scheduled, unscheduled, emergency
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Monitor system performance and calculate capacities for fluctuating demands
Operations
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Handle support incidents and requests ranging from “break-fix” to “how-to”
- Coordinate upcoming/ongoing projects – new site, service, application, etc.
- Document and diagram physical technologies and logical processes
- Provide technical direction to team members and other non-centralized IT workforce.
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Participate in on-call service rotation
Job Specifications:
Education, Knowledge, and Expertise:
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BA/BS in BIT, Telecommunications, Computer Science or related field of study from an institution accredited by an agency recognized by the U.S. Department of Education required
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Basic data networking knowledge
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Microsoft Office, Visio, and Project experience
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Understanding of IP & SIP based communications, protocols and standards.
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Strong customer service, interpersonal and communication skills.
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Excellent written and oral communication skills, including the ability to articulate project level presentations to business sponsors.
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Strong troubleshooting and critical thinking skills to resolve complex problems.
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Ability to work independently or within a team.
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Ability to operate with substantial latitude; review progress with management.
Essential Experience:
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3+ years’ experience in the following areas:
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Avaya Communications Manager 5.x or higher
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Avaya Aura
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Avaya CMS r14 or higher
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3+ years’ experience programming ACD/Vectors
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Ability to maintain call flows, vectors, trunk groups, agent skills, agent login IDs, VDNs, etc.
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Ability to provide assistance with contact center reporting and other related tasks.
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3+ years’ experience with setting up new PRIs, acquiring new DIDs and TFNs, and other new service.
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Experience with problem resolution of hardware/software platform problems in complex infrastructure.
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Experience planning and coordinating projects, new site/service installations, conducting R&D and providing proof of concept information regarding innovations and upgrades.
Desirable Experience:
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Prior experience with any of the following:
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Avaya Proactive Contact 3.x or higher
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Avaya Proactive Outreach Manager
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Avaya Engagement Development Platform
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Avaya Interaction Center 7.x
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Avaya AES 3.x or higher
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NICE NIM Call Recording 4.x
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IEX/NICE Workforce Management 3.x or higher
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Experience working in a large enterprise environment (500+ endpoints).
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ITIL and Enterprise Change Management
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Strong technical project management background.