Senior Engineer, Infrastructure Engineering

Job Overview

The primary role of this position is to serve as the Telephony Engineer on the Infrastructure Engineering team.

Responsibilities

Lead the design, standardization, implementation, and management of global voice/telephony infrastructure.

Liaison with operations team on voice service operations: monitoring/events, incidents, problems, and escalations.

Define full lifecycle service management (roadmap, transition, operation, continuous improvement) for all voice/telephony hardware.

Implement, coordinate and support telephony changes.

Isolate, diagnose and resolve voice/telephony problems individually and through coordination with others.

Maintain system access and security in order to safeguard company data.

Work with various telephony providers on service deliveries, billing, maintenance, support and configuration changes for legacy PBX infrastructure, POTS lines, PRI lines, etc.

Plan and perform Teams telephony migrations from legacy telephony setup

Project contributor to other IT projects where and voice communication changes may be needed

Assist with design of disaster recovery and business continuity plans

Qualifications

Demonstrated experience, including but not limited to:

PBX telephone systems

Cisco Unified Communications Manager and Voice over IP systems

Teams telephony

Teams based contact center solutions

Teams admin center

Cisco call center solutions

Cisco Finesse

Network protocols and standards, including TCP/IP, DHCP, DNS, and VLANs

Fundamentals of TCP/IP routing and WAN designs

Industry certifications such as CCNP Collaboration, or equivalent

Industry certifications such as Microsoft 365 Certified: Collaboration Communications Systems Engineer Associate, or equivalent

Strong analytical and troubleshooting skills with the ability to diagnose and resolve complex telephony issues

Experience coordinating and working with teams of multiple disciplines globally

Proven success of collaborating with non-IT stakeholders

Practical experience in IT infrastructure design, implementation and support

Ability to document precisely and at right level of detail

Ability to define and follow processes

Ability to translate business requirements into IT solutions and associated cost

Understanding of financial impact of decisions

Ability to clearly define problem statements and determine solutions

Must have strong planning skills

Excellent communication and interpersonal skills with the ability to collaborate effectively with cross-functional teams

Required Years Of Experience

5 years of designing, deploying, and supporting voice/telephony systems and networks

Required Education

University or similar degree