Vacancy caducado!
- Recommending new technologies, methods to improve system efficiency and operation
- Streamline and modernizing all aspects of infrastructure - build, manage and improve day to day
- Create, update and adhere to policies and procedures that will align with the strategic objectives of the organization.
- Mentor junior level engineers
- Partner with the technology and business leaders to identify and implement technology solutions to improve business results.
- Daily ticket queue resolutions, monitoring and health check-in and reporting
- Working Daily with business to fulfill all needs
- Ability to negotiate IT Telephony's priorities and release with business stakeholders and engineering
- Ability to work in a collaborative team environment
- Ability to build, grow and lead Telephony team
- Ability to influence and drive cross-functionally at all levels and leads multiple high priority projects
- Excellent troubleshooting skills
- Good verbal and written skills
- Knowledge of emerging trends in technology and mortgage industry
- Utilize logical problem solving to find creative solutions to problems in the environment on a broad scale.
- Work with SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and Client devices
- Work with stakeholders and other technical teams to collect business and technical requirements and design / deliver enterprise level solutions.
- Create and update technical documentation of operating procedures as needed.
- Serve as a technical expert for Tier 1/2/3 support groups.
- Collaborate and communicates with architects with internal departments and vendor partners.
- Own and lead discussions in business and technical information technology solution implementations, upgrades, enhancement and conversions. Recommend solutions as appropriate.
- Support IT goals and objectives including measures and projects.
- Provide problem solving leadership based on experience with the technology.
- Act as a senior member of the Telephony Support Team in providing timely and efficient support to assigned operations; coordinate day-to-day operations, run projects and assign tasks to tier 1/2/3 engineers.
- Take complex information and present it in a clear, concise manner and be able to explain it further if required.
- Collaborate in assessing current and expected communications needs, configuration, maintenance, optimization and documentation of the Telephony infrastructure.
- Follow and apply configuration and security standards and policies within a defined Change Management process.
- Assist with implementing solutions for hardware and software. Implement common preventive maintenance practices for hardware and software.
- Ensure that system improvements and changes are implemented correctly and completely and monitor all effects of the modifications.
- Establish/recommend policies on system use and services.
- Perform common administrative tasks.
- Deployment and support of enterprise software including third-party and in-house applications.
- Acts as an escalation point for enterprise IT staff for Telephony platform issues and Corporate IT standards.
- Minimum of 10+ years direct experience with VoIP administration and maintenance, supporting mid-sized company with 75+ million revenue
- 8+ years' experience with Contact Center Technologies
- 10+ years hands on experience in troubleshooting, performance tuning, and problem resolution
- Ability to understand complex network topologies, NAT traversal, Firewalls, Information Security, troubleshoot packet loss and delay, jitter, CODECs
- Environment management in Interaction Administrator
- Interaction flow development in Interaction Attendant
- Customizations through Handlers
- Experience with PureConnect APIs and SDKs
- Familiar with PureConnect database
- Environment Upgrades
- Switchover Management
- Fluent in Transact-SQL and Powershell
- Certified in Genesys and able to open trouble tickets
- Comfortable being a liaison between business needs and technology capabilities.
- Proven ability to multi-task between operational and project related work efforts
- Can work during non-working hours and/or weekends when required to support on-call, maintenance windows or emergency
- Demonstrated ability to seek out existing or emerging industry practices when solving business and technology problems
- Ability to interact with users of varying levels of technological understanding
- Strong documentation skills working with business and technical requirements
- Experience in defining and documenting technology processes and solutions
- Strong verbal and written communication skills
- Strong organizational skills with attention to detail
- Ability to prioritize work and approach tasks with a sense of urgency
- Ability to work independently and as a team and manage multiple projects efficiently
- Effective in a fast pace environment, enjoys working in teams, and is a self-starter/motivator
- Visio skills preferred