The Telecom Engineer II is responsible for providing advanced technical and operational support around Telecommunications and Contact Center environment. Daily responsibilities include customer interaction, design, documentation, system admin, report analysis, implementation and troubleshooting of the infrastructure and integrations.
Primary/Essential Duties and Key Responsibilities:
Monitoring telephony platforms to capture telecom infrastructures health and performance to insure network stability.
Provides hands-on assistance and troubleshoots telephony failures and service issues for Ultimate Software employees.
Coordinates third-party maintenance for telecom hardware, software, and telecommunications services.
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Assists with defining global strategy for voice technologies including Cloud Telephony, VOIP, call center solutions, call distribution, public/private access methods, communication protocols and standards.
Prepares and maintains telecom infrastructure documentation of topology, device/system configurations and dial plan.
Performs the decom of legacy telecommunications infrastructure.
Maintain and update voice portals for carriers including call routes for DIDs, and Toll-Free Numbers.
Required Qualifications:
2-3 years' experience with telecommunications network design, architecture, and support.
Must have hands-on telephony experience in support of enterprise PBX systems with the ability to troubleshoot, analyze and remediate common issues including support of
SBC's, SIP, VoIP telephones, etc.
Considerable knowledge and experience working with SIP/RTP/WebRTC protocols
Considerable experience with Contact Centers (on-prem and cloud-based), including Salesforce CRM, ServiceNow, WFM/WFO, Display Boards and reporting tools.
Ability to participate on a On-Call rotation
Experience with formal change management
Knowledge of wire shark or similar products required
Understanding of Agile methodologies, such and Kanban or SCRUM
(Experience, Education, Certification, License and Training)
Bachelor's Degree in IT Related program or relevant experience
Previous experience supporting call center environments required
Previous experience inspecting network traffic from a voice perspective a plus
Preferred Qualifications:
RingCentral and NICE inContact product experience and/or relevant experience in key competitor offerings are preferred.
Demonstrated ability to implement, drive and track projects.
Experience in IVR/Speech Recognition, Scripting, Self-Service, Call Routing, Workforce Management, Call Recording is a plus.