Senior Telecomm Engineer - Waterford

Key Responsibilities

• Proactively leverage new and existing technology to create efficiencies for telephony and peripheral systems.
• Collaborate with IT and other business units to gather current and future requirements.
• Develop and maintain documentation including Technology Recovery Plans, Disaster Recovery, systems failover procedures, and architectural drawings.
• Assist in creating technology roadmaps for telecom systems that align with business needs.
• Conduct studies, develop solution proposals, evaluate vendor products, and recommend new or expanded technologies.
• Provide technical expertise to evaluate new systems and processes.
• Support cloud-based enterprise solutions such as UCaaS, CCaaS, voicemail, call accounting, business analytics, call recording, callback management, e911, workforce management, quality management, and contact center functions.
• Manage CCaaS scripting updates using tools like NICE InContact Studio.
• Recommend options for the expanded use of related AI technologies and investigate intelligent call routing for cost savings.
• Develop and document processes for installation, disaster recovery, configuration, and maintenance of network and telecom systems.
• Ensure regular backups of all systems and resolve work tickets for change requests, issues, or outages.
• Analyze and troubleshoot telecommunication issues to minimize outage impacts.
• Represent VACU’s brand in all work efforts and comply with enterprise policies, including Risk Management.
• Complete all required training and report any Risk Management Policy violations.

Required Qualifications

Required Knowledge:

• UCaaS
• Support adding/removing/updating users
• Business Analytics reporting
• Call Detail Reporting
• E911
• Call Queue management
• Roles and permissions
• IVR Menus
• Backup data and system files
• Coordinate with RingCentral for support efforts
• AI Conversation for RingCentral
• Manage SMS
• CCaaS
• Support adding/removing/updating users (for CCaaS)
• Workforce Management
• Quality Management
• Interaction Analytics
• Feedback Manager - Voice of the Customer
• Performance Management
• Chatbot/Live Chat
• Coordinate with UCaaS, CCaaS, and other vendors for support efforts
• Screen Agent recording
• Support/Manage long term storage of recorded calls

Minimum Education & Experience:

• College degree or equivalent work experience in the Telecommunications field
• Proven experience in the design and configuration of networked voice and data equipment
• Experience with call center environments
• Professional proficiency in supporting and troubleshooting audio issues in UCaaS and CCaaS environments
• Knowledge of Voice Concepts and Protocols, VoIP, SIP, Networking Concepts, physical wiring and structured cabling, VLAN segmentation, TCP/IP, SSH, SFTP, and Security best practices

Skills:

• Good interpersonal skills
• Strong troubleshooting and analytical abilities
• Capacity to identify and remedy weaknesses in the environment
• Excellent organizational skills

Abilities:

• Self-motivated and forward-thinking
• Meticulous and thorough with an ability to apply critical thinking
• Capable of simplifying complex processes and completing projects within set timeframes
• Strong communication skills across all levels of the organization

Physical Requirements:

• Ability to sit for long periods of time
• Occasionally lifting up to 35 pounds and/or up to 25 pounds frequently