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Telecom Network EngineerSchoolsFirst Federal Credit Union • Riverside, California, United States
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Telecom Network Engineer

SchoolsFirst Federal Credit Union
  • US
    Riverside, California, United States
  • US
    Riverside, California, United States
Jetzt Bewerben

Über

What You’ll Be Doing Responsible for effective design, administration, configuration, installation, provisioning, monitoring and troubleshooting to ensure availability, capacity and performance of Contact Center systems, is achieved. Perform assigned duties as listed in RACI model(s) and under general direction from manager. Collaborate with peers, architects, project managers, managers and business stakeholders on design, strategy and project activities.
Support SchoolsFirst’s complex telecommunications infrastructure, with a focus on one or more key functional areas: Routing and Switching, Voice & Collaboration and Contact Center
Design, install and configure systems for the telecommunications infrastructure, using best practice principles
Design and implement highly available solutions, in order to minimize repair and recovery efforts from hardware or software failures
Perform tasks to ensure system availability and reliability, including daily monitoring, ongoing performance tuning and optimization, and OS and application patching
Document Standard Operating Procedures (SOPs) for current system administration, while developing innovative and automated approaches for those processes which can be improved
Troubleshoot, resolve and provide root cause analysis of complex system and user issues, independently or through coordination with 3rd party vendor support
Collaborate with team members, service stakeholders and vendors to fulfill service and enhancement requests
Manage vendor relationships by defining objectives, maintaining regular communication and establishing KPI’s to assess vendor performance
Support ongoing improvements, including periodic failover and testing efforts, of disaster recovery and business continuity solutions
Forecast, recommend, and implement capacity planning
Provide after-hours maintenance and support as needed
Provide world-class end‑user service and technical support
Obtain relevant certifications based on the Certification Path identified by management
Consistently strive to make improvements to our processes and technology
Participate in regularly scheduled huddles and meetings; report on individual metrics, analyze deviations, and discuss areas of improvement with the team as a whole
On call rotation supporting the production environment 24x7x365.
Additional Job Functions
Performs other duties as assigned
Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions
Qualifications
Bachelor's Degree with a technical major, such as engineering or computer science or equivalent years of experience required
5-7 years of contact center application and IP telephony experience required
GCX-GCP Genesys Cloud CX Certified Professional preferred
GCX-GCD Genesys Cloud CX Certified Developer preferred
GCX-ARC Genesys Cloud Architect Certification
GCP-GC Genesys Cloud Certified Professional
GCD-GC Genesys Cloud Certified Developer
Knowledge, Skills, and Abilities
Advanced knowledge of UC/CC applications with 4+ years of experience with applications such as: Genesys, Cisco Unified Contact Center Enterprise, Avaya, Five9, 8x8 etc.
Advanced knowledge of IP telephony architecture with 3+ years of practical experience with SIP trunks, SBCs, Media Gateways, FXS/FXO, Codecs etc.
Advanced knowledge of UC/CC technologies (e.g., IVR, APIs, ACD, WFM/WFO, Omnichannel communications etc.)
Advanced knowledge of voip protocols (e.g., SIP/SDP, RTP/SRTP, WebRTC, MGCP etc.)
Intermediate knowledge of network communication as defined by TCP/IP and OSI models
Intermediate knowledge of POTS, DS1/T1, E1, DS3, OC3, FE, GigE and 10GigE.
Intermediate knowledge monitoring tools for SNMP, packet capturing and application log files
Intermediate knowledge of operating systems, servers and storage.
Intermediate knowledge of CoS and QoS designs, configurations and support.
Intermediate knowledge of audit and security best practices (CCPA, PII, PCI DSS, ISO).
Additional Knowledge, Skills, and Abilities
Advanced knowledge of UCaaS/CCaaS, with 2+ years of practical experience with Genesys Cloud
Support ongoing designs, implementations and management of Genesys Cloud’s Contact Center solution
Monitor, analyze and report on contact center performance using analytic tools for forecasting, metrics, and KPI’s.
Support capacity planning, load testing and performance tuning, to ensure optimal performance of the contact center systems.
Manage cloud services vendor(s), monitoring ticket escalations, coordinating upgrades and holding them accountable to contractual SLA’s and obligations.
Collaborate with cross-functional teams to ensure successful delivery of organizational projects, which require integration through Genesys Cloud APIs
Work closely with internal departments to understand their business requirements, in order to provide customized contact center solutions.
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  • Riverside, California, United States

Sprachkenntnisse

  • English
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