Telecom Engineer

Telecommunications Engineer

Job Purpose

The Telecommunications Engineer is responsible for the design, configuration, testing and deployment of telephony infrastructure solutions. Collaborates with internal teams and external vendors/ OEM ensuring the resolution of problems as they arise. Additionally, the Engineer works to resolve incidents and handles change management.

Essential Job Duties & Responsibilities

• Configures, tests and maintains telephony infrastructure solutions.
• Maintains telecommunication systems and software, such as Avaya Aura platform; SIP Gateways (AudioCodes), Avaya SIP environment, CMS; Nice Recording & WFM systems, Nice Cxone
• Partners with Network Services to analyze and resolve IP architecture.
• Manage patch management and minor version upgrade of the Telephony Infra.
• Diagnoses, troubleshoots, and provides support to a “World-Class” Call Center consisting of many sub call centers with over 2800 call center associates.
• Resolves telecommunication network issues.
• Participates in a 24x7 on-call rotation.

Other duties

• Active involvement in design discussions with OEMs, partners
• Should be well versed with creating and updating MS Visio diagrams.
• Assists with various telephony duties, including vectoring, CTI, IVR integration, SIP call routing and call recording, as needed.
• Performs other special projects or duties as assigned.

Knowledge, Skills & Abilities

• Strong knowledge of IP telephony and services.
• Fair understanding of Cloud networking concepts (Azure, AWS etc)
• Strong knowledge of various telecommunications hardware and applications or services.
• Strong knowledge of Microsoft Office tools.
• Ability to effectively and efficiently identify, research and resolve a problem.
• Strong analytical and problem-solving skills.
• Excellent verbal, written and interpersonal communications skills.
• Ability to work effectively under pressure.
• Strong customer service skills.
• Strong knowledge of MPLS, Net bond (Express Route), private and leased lines, ISDN, analog, T1, PRI, SIP type network solutions.

Education and Experience

Bachelor’s degree or equivalent education and/or work experience.

8+ years in a medium to large corporation or government agency, with multi-site responsibilities.

Certifications

• Avaya certified implementation specialist
• Avaya certified support specialist
• Audiocodes certified (Preferred)