PureConnect Genesys – Telecom Engineer – WFH

Responsible for proactively providing engineering solutions for the telecommunications or voice response unit needs of assigned division; provide engineering designs for all telecommunications facilities in either data centers, call centers, or office locations; analyze telecommunications related to business activities and operations of assigned division to determine needs and trends requiring telecommunications engineering work; manage or assist with managing various levels of project planning and management support for various voice and data communications activities; proactively oversee the activities involved in quality resolution of issues related to all assigned projects.

Engineering Functions – Proactively provide engineering solutions for the telecommunications or voice response unit needs of the assigned division, ensuring functions are efficiently performed in a quality-oriented environment
* Provide engineering designs for all telecommunications facilities in either data centers, call centers, or office locations, and provide quality and accurate facility assignments, which includes ensuring compliance with all departmental policies and procedures, as well as federal guidelines
* Oversee and participate in engineering tasks and projects, including, but not limited to, the installation and maintenance of all telecommunications hardware and software, for local and remote sites
* Analyze telecommunication related business activities and operations of all areas of the corporation to determine needs and trends requiring telecommunications engineering work, and develop programs to support those areas
* Analyze traffic loads to determine areas needing growth of telecommunications capacity, and design solutions for handling traffic
* Reconcile usage reports from carriers with internal usage reports to ensure correct sizing of facilities
* Oversee maintenance of circuit records, ensuring they are filed in an accurate and timely manner
* Provide technical support for call or data centers for problems or issues escalated beyond first or second tier support
* Write formal methods and procedures for telecommunications record keeping and engineering practices
* Keep any other related documentation and record keeping up to date
* Ensure that recommended engineering solutions are the most cost-effective solutions
* Provide instructions to and oversee the work of other telecommunications staff regarding maintenance, installation and testing of telecommunications equipment and systems
* Test telecommunication system enhancements for accuracy and achievement of goals
* Establish and maintain a professional relationship with various voice and data vendors and suppliers with whom the corporation deals
* Evaluate vendor proposals, obtain prices, and coordinate vendor support
* Develop, prepare, and update reports, such as special client reports, internal customer reports, or executive reports
* Participate in client meetings to provide the client with information regarding
telecommunications capabilities
* Continually keep up-to-date on new products, development tools, industry trends, and methodologies for incorporation into telecommunications systems, which includes conducting an assessment of current and future information technologies
Project Management – Assist with management and/or manage various levels of project planning and management support for various voice and data communications activities
* Develop schedules
* Ensure that vendors comply with specifications, manage or assist with managing vendor activities, negotiate due dates and time frames
* Assemble project teams and conduct project meetings
* Manage system installation and maintenance activities
* Conduct system testing and debugging
* Conduct related follow-up activities as required
Problem Resolution – Proactively oversee the activities involved in quality resolution of problems related to area of responsibility
* Respond with a sense of urgency to problems escalated to employee’s level
* Escalate to supervisor any situation outside the employee’s control that could adversely impact the services being provided
* Place the highest priority on providing quality end user service by overseeing all activities of staff, ensuring the unique needs of end users are met
* Ensure quality resolution and thorough and accurate documentation of end users issues
* Provide analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems
* Participate in creating, administering, and continuously updating procedures for resolution of all related issues

Team Interfaces – Establish and maintain a professional relationship with team members and department contacts
* Cooperate with team members to meet goals or complete tasks
* Escalate work flow and communication issues to supervisor
* Treat all internal/external customers and team members with dignity/respect

Mental and Physical Requirements – –
*This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers
*The nature of the work in this position is sedentary and the incumbent will be sitting most of the time
*Essential physical functions of the job include typing, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the work day
*Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the work day

Related Duties as Assigned – –
* The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents
* Consequently, job incumbents may be asked to perform other duties as required
* Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above
* Please contact your local Employee Relations representative to request a review of any such accommodations

Applicant for this job will be expected to meet the following minimum qualifications.

Education
* Bachelor’s degree in telecommunications/electronics or related field required. Equivalent work experience in a similar position may be substituted for educational requirements.

Experience
* Minimum four years telecommunications experience required.

*Genesys PureConnect Engineering, support engineers

*Drive infastructure, SIP and SBC telecom expert

*Genesys PureConnect Designer developer

* Minimum two years required operating in a telecommunications platform (e.g. Avaya System and Session Manager; Avaya CM, Avaya Modular Messaging and AAM, Interactive Intelligence CIC/Dialer, Cisco Call Manager, Sonus, Radisys, VoIP, SIP, sniffer, etc.) required

* Minimum two years of experience with media/voice gateway provisioning, or VOIP

Job Type: Full-time

Pay: From $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• On call

Experience:

• Coo Genesys PureConnect Engineering: 4 years (Required)
• SIP and SBC telecom: 4 years (Required)
• o Genesys PureConnect Designer developer: 4 years (Required)

Work Location: Multiple Locations