Telephony Engineer - Career Education Corporation
The Telephony Engineer will be a contact for all IT Staff with information designed to increase utilization of our Avaya and Noble VoIP systems, solve problems encountered, and assist in the optimization of all other telecom systems through the change management process. The expectation is to provide guidance for issues related to telecom needs that may cover contact management applications, internal infrastructure support, carrier services support, and any other adjunct telecommunications application. The Telephony Engineer may act as a lead on medium to large sized Telecom projects. Remote and onsite support for our ground schools may be required.
Principal Duties & Responsibilities
Lead VoIP deployment projects by gathering requirements, designing and implementing solutions.
Install and test necessary software and hardware. Provide proof of concept and act as a project manager or lead on implementation.
Administer, support, and maintain Avaya CM 5.x platforms.
Configure, deploy, and support Avaya media gateways
Engineer, design, layout, and configure complex assignments and projects, including new IPT solutions.
Troubleshoot connectivity issues to peripheral equipment such as call accounting software, messaging, call recording/monitoring, etc.
Work with network engineers to troubleshoot complex customer issues involving VoIP and other converged technologies.
Maintain and administer Noble Systems Contact Center, IPIVR, Reporting, etc.
Maintain and administer voicemail, call recording, e911, and CDR reporting as needed.
Interact with general business users to define requirements and expectations of new and existing telecommunications systems.
Serve as an escalation point for internal IT/Telecom staff.
Provide technical direction to team members.
Develop standards, guidelines and training for any piece of telecom technology.
Participate in "on-call" service rotation
Travel may be required (5% - 10% out of state).
Knowledge, Skills and Abilities, Competencies
Advanced understanding of IP & SIP based communications, protocols and standards.
Experience planning and coordinating projects, new site/service installations, conducting R&D and providing proof of concept information regarding innovations and upgrades.
Microsoft Office experience.
Basic Microsoft Visio and Project experience.
Experience working in a large enterprise environment (500+ endpoints).
Experience with problem resolution of hardware/software platform problems in complex infrastructure.
Avaya and/or Noble SIP/IPT/VoIP/Network certifications preferred.
Experience with Microsoft telephony systems preferred
Strong customer service, interpersonal and communication skills.
Excellent written and oral communication skills, including the ability to articulate project level presentations to business sponsors.
Strong troubleshooting and critical thinking skills to resolve complex problems.
Ability to work independently or within a team.
Ability to operate with substantial latitude; review progress with management.
Education and Experience: Minimum
Bachelor's degree from an institution accredited by an agency recognized by the U.S. Department of Education or equivalent work experience
5+ years experience working with Avaya and/or Noble VoIP technology