Telecommunications Engineer

Location
Tempe, AZ
Posted
Apr 28, 2017
Institution Type
Outside Academe


Job Description

Summary:

The Telecommunications Engineer will work within the team to maintain both Voice and CTI systems within our Interactive intelligence call center platform.

This role requires the ability to work in-office and to troubleshoot and resolve issues associated with voice-related systems in both local and remote locations.

What you'll be doing:

• Support day to day Voice operations and maintenance schedules
• Monitor performance, capacity, and availability of the enterprise VoIP network
• Maintain operational configurations of all in-place voice solutions as per the established baselines and standards for all FFN locations
• Maintain awareness of and familiarity with trends and new developments in technologies used in, or appropriate for call center and business use
• Monitor and respond to issues relating to telephony equipment, Telco Data services and NOC/Helpdesk alarm monitoring with on call rotations
• Provide technical expertise and advice on tasks related to infrastructure projects, with regards to business continuity and disaster recovery
• Develop, study and analyze user requirements, costs vs. benefit and identify alternate system approaches, develop recommendations, prepare reports and present recommendations
• Code, test, develop and document complex call routing and ACD Call flows; enhance existing flows to ensure production systems continue to meet business objectives
• Responding to ticket system requests for MAC work and Business user requests
• Assist with new technology rollouts, development and testing
• Support of existing infrastructure and systems, provide end user training
• Perform Voice systems software and hardware installation and equipment relocation as required to support the business needs of the enterprise
• Recognize and identifies potential areas where existing policies and procedures require change, or where new ones require development, especially regarding future business expansion
• Provide on-call support as needed
• Other duties as assigned

Required Skills:
• A willingness to become a subject matter expert in Interactive Intelligence Technologies and to become trained and certified in Interactive Intelligence

• 3 years PBX/VoIP configuration and maintenance including call routing, call reporting, call recording, CTI integration and IVR design
• 3 years PBX/VoIP experience including adjunct CTI servers
• SIP Protocol, SIP Trunking, SIP endpoint provisioning - (Cisco, Polycom)
• Applicable knowledge of QoS and network applications ensuring reliable communications to local and remote offices
• Excellent time management skills, including ability to handle multiple tasks by prioritization and independent operations
• Strong communications, dependability and enthusiasm are essential to the Telecommunications team

Preferred/Desired Skills:
• BA or BS in a computer-related field, or equivalent Telecom experience/ certification
• 3+ years of advanced knowledge and hands-on experience with Interactive Intelligence call center platform
• Interactive Intelligence Certification
• Hands-on experience with Interactive Intelligence (ININ)
• Experience with scripting languages IP Packet capture and analysis utilities, Wireshark, etc.
• MPLS, BGP, FTP, SFTP. TCP/IP, Telnet, SSH
• Knowledge and understanding of Session Border Controllers
• Familiar with Work Force Management procedures and workflow
• Network Admin experience
• Microsoft Active Directory Experience

Company Description
Launched in 2002 by two Stanford classmates with a vision to build a corporate culture that balances the heart and the dollar sign, Freedom has grown to over 1400 employees spanning our 4 companies. Our mission is to provide consumers with the best solutions for their debt, mortgage, and lending needs.


Tempe, AZ

28b5c53119

Sat, 22 Apr 2017 15:27:52 PDT

PI97651567