IT Infrastructure Senior Engineer

About the Role

Our IT Infrastructure Senior Engineer will focus on maintaining and monitoring telecommunications systems and network connectivity, designing and supporting call flows for multiple clients, and ensuring business needs are met for inbound and outbound agent services and multi-channel integration. This role involves planning, designing, and implementing local and remote data & voice communications hardware, software, and procedures, as well as overseeing data network configuration and managing a rapidly growing VoIP environment.

Responsibilities

• Complete configuration, installation, and support of equipment in Microsoft Windows/Linux environments to meet client requirements.
• Create Visio drawings of infrastructure layout for virtual and physical hardware in the Data Center.
• Develop infrastructure scripting and automation.
• Spec out servers and infrastructure for enterprise needs.
• Add physical parts to servers and implement them.
• Integrate servers, including database, application, web, print, and backup servers, and their associated software into enterprise systems.
• Design and perform server and security audits, system backup procedures, and recovery processes in line with disaster recovery and business continuity strategies.
• Manage all aspects of virtualization and administer VMWare VCenter, OPS Manager, and VSphere.
• Oversee advanced management of storage area network environments, including hardware vendors such as EMC, HPE 3Par, Nimble, and Dell PowerVault.
• Handle backups and restore for both virtual and physical servers.
• Conduct research on software and systems products to justify recommendations and support purchasing efforts.
• Interact and negotiate with vendors, outsourcers, and contractors to secure system-related products and services.
• Monitor and test system performance; prepare and deliver system performance statistics and reports.
• Monitor performance, capacity, and availability of the voice infrastructure.
• Help design and implement short and long-term strategic plans to ensure voice solutions meet existing and future requirements.
• Develop strategies to solve complex technical challenges.
• Produce regular reports on current project statuses, challenges, and risk factors.
• Maintain compliance with applicable policies and procedures.
• Develop and maintain accurate network diagrams and information, including IT infrastructure interdependencies and LOB logical data flows.
• Act as a point of escalation for recurring telecommunications and network/routing issues, including root cause analysis and remediation.
• Identify and resolve ongoing local area and wide area network problems and issues.
• Manage IOS upgrades and patches for network gear.
• Maintain firewall configurations for ongoing security requirements.
• Manage remote access VPN configuration and client/vendor VPN interconnects.
• Process requests to set up new Lines of Business (LOBs) or modify existing ones.
• Serve as a cross-platform technical subject matter expert to facilitate integration of voice systems and network infrastructure with business applications and internal systems/security requirements.
• Optimize the use of carrier services.
• Meet with internal IT teams, vendors, and clients to develop strategy and plans for implementation of new sites, locations, and technology.
• Travel occasionally to local Data Center collocation for installation/maintenance.
• Participate in on-call rotation for support of 24x7 operations.
• Represent local Network and Telecom infrastructure in the global Change Management process.

Requirements

• Advanced understanding of Data Center power solutions and power load handling.
• Advanced understanding of diverse IT environments to allow for architecting solutions, both new and existing.
• Working knowledge of LAN technologies: iSCSI, fiber, fiber mesh, ILO, Console access.
• Advanced understanding of Microsoft Windows Active Directory along with group policy administration.
• Minimum of 5 years’ direct experience with Windows/Linux administration and maintenance in at least a medium-sized company, preferably in a service-providing industry.
• 5+ years of support experience with VMWare Infrastructure.
• 5+ years’ experience with data protection (backup/restore) technology solutions.
• 5+ years’ experience with out-of-band management technologies for servers.
• 5+ years of hands-on experience in troubleshooting, performance tuning, and problem resolution.
• Ability to create infrastructure scripting and automation, including PowerShell and other tools.
• Experience with DNS, PKI, DFS, WSUS, and Patch Management.
• Experience spec'ing out servers and infrastructure for enterprise needs.
• Experience adding physical parts to servers and implementation.
• Experience with network security scanning tools such as Nessus and Qualys.
• Symantec Antivirus Management or similar technology solution.
• Knowledge of IIS and Apache Web Server management.
• Experience with Citrix Presentation Server 4.5 or higher.
• Minimum of 5 years of direct experience in IT and telecoms with network design, administration, and maintenance in either a medium-sized commercial network or large enterprise, preferably in a service-providing industry.

Skills

• Required hands-on experience with:
  • Asterisk SBC VOIP Solutions
  • Cisco routers
  • Cisco Layer 2/3 switches; Cisco IOS CLI
  • Cisco/Barracuda Firewall & VPN configurations
  • Routing protocols – EIGRP, OSPF, BGP, etc.
  • LAN Technologies – Ethernet, HSRP, VTP, Trunking, Etherchannel, etc.
  • WAN Technologies – MPLS, Private Line, MetroEthernet, AWS, Azure, etc.
• Desired experience with monitoring solutions such as SolarWinds, LogicMonitor, and similar, Cisco/Meraki wireless, and additional LAN technologies such as GLBP and VRF.
• Competent understanding of telecom work with DNIS, APN, IVR, ANI, SIP, FAS, NFAS, etc.
• Deep understanding of SIP, VOIP, and SBC protocols and design criteria, including experience with Wireshark and ability to pull and understand SIP traces.
• Experience with troubleshooting call routing, call quality, and latency issues in VOIP.
• Deep understanding of LAN/WAN networking, TCP/IP, and VoIP technologies.
• Experience installing/troubleshooting LAN/WAN and PBX hardware components.
• Ability to read and create technical diagrams, flowcharts, presentations, spreadsheets, etc.
• Excellent motivation, dependability, accountability, and punctuality.
• Strong documentation and communication skills, and ability to train others.
• Schedule flexibility to work overtime and on-call.

About ResultsCX

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.