Sr. Telecommunications Engineer

Job Responsibilities

• Plans, forecasts, implements, and identifies resource requirements for telephony systems and contact centers of moderate to high complexity.
• Integrates and schematically depicts communication architectures, topologies, hardware, software, transmission and signaling links and protocols into complete network configurations.
• Maintains telephony and contact center systems health, performs system tuning and makes recommendations for improvement.
• Develops processes, procedures, automation/monitoring/deployment of tools.
• Defines and discerns key aspects of a problem and develops an integrated solution within a broad technical and business context of significant impact.
• Provides guidance/training to more junior staff.

Job Requirements

• Education level required: High School Diploma
• Minimum experience required: 6+ years of experience working in a telecom engineering role.
• Proficient in Microsoft Telephony and Dynamics Contact Center systems, collaboration systems and endpoints, recording and work force management systems, and Telco and routing.
• Undergraduate Degree (4 years or equivalent) in Computer Science, Information Systems, Engineering or related field, or equivalent certification and/or experience in a PBX/VoIP environment.

Job Competencies

• Proficient understanding of data and voice communications equipment, protocols, cabling and physical standards.
• PC literate with proficiency in Microsoft Office Suite, Visio and Windows applications.
• Good interpersonal, verbal and written communications and negotiation skills.
• Ability to maintain a professional composure with customers in difficult situations.
• In-depth knowledge of, and the ability to apply, concepts, practices and procedures utilized in data and voice communications.
• Strong analytical, organizational, and project management skills.
• Ability and discipline to follow standards, procedures, checklists, and design documents.
• Ability to write thorough, clear, concise documentation.
• Exercises sound judgment.
• Ability to maintain confidentiality with regard to customer information and employee records.
• Demonstrates a strong ability to build and maintain effective relationships with stakeholders by communicating clearly, engaging in proactive collaboration, and leveraging cross functional insights.