As a Senior Software Engineer (Telephony), you will be part of the Contact Center Platform Services team responsible for contact center telephony infrastructure operations. This is a critical position requiring strong telephony systems background but with a software develop skillset as we move towards a cloud-based future which includes being involved in designing and implementing solutions on a cloud platform.
Provide primary telephony support of an on-premise Avaya based platform with Oracle SBCs.
Key Responsibilities include but not limited to:
- End to End Call Flow Configuration : Designing and implementing call routing rules, including auto attendants, hunt groups, call queues, and transfer options.
- System Monitoring and Troubleshooting: Identifying and resolving issues related to call quality, connectivity, system errors, and user access problems.
- User Management : Adding, modifying, and deleting user accounts on the Avaya system, including assigning phone extensions, voicemail settings, and access levels.
- Platform Management: License management, daily support ticket resolution, documentation, and project tasks.
- Next Generation Platform: Participate in the evaluation and selection of next generation contact center platform.
- Technical Support: Participate in after-hours maintenance activities as needed. Respond to critical support issues as needed Work closely with end users and IT members to ensure technical issues are resolved in a timely manner
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Qualifications:
Minimum:
- Bachelor's degree in a related discipline and 4 years' experience in experience in voice platform engineering, design, implementation and support of large scale / contact center Voice and Data Systems/Networks.
- The right candidate could also have a different combination, such as a master's degree and 2 years' experience; a Ph.D. and up to 1 year of experience; or 16 years' experience in a related field.
- Experience configuring call routing within Session Border Controllers (SBCs) in production environments
- Experience analyzing SIP and call traffic data using network diagnostic tools
- Experience maintaining system configuration documentation within large-scale voice communications platforms
- Experience utilizing troubleshooting methodologies to isolate and resolve network and voice platform problems
Preferred:
- Ideal candidate will have eight (8) years of experience in large contact center systems environment.
- Experience with Avaya systems and SBCs, including expert level skills like call routing/configuration, SIP/call traffic analysis across the ecosystem and system administration tools.
- Experience in a cloud-based environment
- Certifications : Avaya - ACAC, ASDC, ACIS, ACSS. Oracle - SBC Implementation, SBC Troubleshooting
USD 99,000.00 - 165,000.00 per year
Compensation:
Compensation includes a base salary of $99,000.00 - $165,000.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
About Cox Communications
Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That's a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you're interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
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