Telecom Application Engineer I

POSITION SUMMARY

The Telecom Application Engineer I role will support the Les Schwab store and HQ UCaaS and CCaaS voice systems. This role will be involved in the research, design, implementation and ongoing support of unified communications infrastructure solutions.

BENEFITS:

• Annual profit-sharing BONUS
• FREE medical, dental, vision for employees
• Company-funded retirement plan NO COST TO EMPLOYEE
• Paid holidays
• Paid time off
• Flex remote arrangements (work 1-2 days/week from home)
• Tuition Assistance
• Employee discount

PRIMARY RESPONSIBILITIES

40%: Escalated Operational Support

• Provide and/or coordinate level 2/level 3 support as required through incident resolution based on incidents reported and escalated
• Support activities include investigation, diagnosis, incident/problem resolution or issue recovery, identification of acceptable workaround, and following proper incident/problem closure procedures for knowledge and reporting/metric purposes
• Escalate design, reliability and maintenance problems or defects
• Coordinate with vendors for escalation of support issues
• Troubleshoot call quality issues using packet capture tools and analysis with assistance from the Network Engineering team

40%: Improvements – Solution Enhancements

• Work with business stakeholders to understand and enable needed business capabilities; facilitate discussions regarding technology and information needs with business stakeholders
• Define, design and implement solutions; including scripting, configurations, integrations
• Leverage appropriate standards, best practices, vendor solutions and tools. Update operations guides as appropriate
• Confirm appropriate controls and driving approach and architecture decision making
• Review and analyze feedback on solutions performance from customers; work directly with technical teams to develop and implement technical roadmap, specifications and validation for improvements and enhancements

15%: Improvements – Solution Quality & Governance

• Monitoring and adhering to solid technical application practices including company governance and guiding principles
• Perform administration (data or solution) activities, as needed
• Evaluate options for addressing business needs through technology improvements and managing overall solution technical lifecycle
• Establishing and improving the solution architecture (application, data, etc.) in alignment with the Les Schwab Enterprise Architecture framework and methodologies
• Defining standards, policies and procedures where appropriate for Les Schwab’s solution architecture
• Develop and maintaining documentation including technical diagrams and “How To” documentation

5%: Service Levels – Reporting and Training

• Develop training documentation of telecommunication platforms and deliver to appropriate audience on a regular basis
• Developing statistical and troubleshooting reports of telecommunication platform including Contact Center details

MINIMUM REQUIREMENTS

• Four-year college degree in a related field, preferably in Computer Science, Information Systems, Engineering, or equivalent experience
• Minimum 3-5 years of hands-on experience working with VoIP/UCaaS technologies, data networking, and carrier services solutions, including design and implementation support.
• Experience with Fuze/8×8 and Cisco UCaaS and CCaaS desired
• Working knowledge of technologies including:IP routing, switching, firewall, ACLs, DNS/DHCP, scripting
• Participation in an on-call, off-hour support rotation

Job Type: Full-time

Benefits:

• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Compensation package:

• Bonus pay

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Bend, OR 97701: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location