Job Description
UKG is seeking a candidate to serve as a Senior Telecom Engineer within the Collaboration and Voice service group. This position will provide advanced technical and operational support around all aspects of the 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 Job Responsibilities
Responsibilities include support of Telecom related needs and contributes to design of Telephony architecture, integration, and installation, including hardware, software, access methods, and protocols used.
Participates in various telephony projects intended to continually improve/upgrade the telecommunications infrastructure.
Responsible for all inbound/outbound call traffic to the NICE inContact Call Center.
Performs and designs monitoring platforms to capture telecom infrastructures health and performance to insure network stability.
Communicates and coordinates telecom downtime and service windows with Shared Services Teams.
Maintains corporate compliance with established standards and practices.
Coordinates third-party maintenance for telecom hardware, software, and telecommunications services.
Assists with defining global strategy for voice and data network 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 which includes PBX, gateways, servers, peripherals, network nodes, terminals, and wiring.
Performs additional duties as assigned
Meets attendance and punctuality standards
Preferred Qualifications
4-6 years experience with telecommunications network design, architecture, and support.
Must have telephony background in support of enterprise PBX systems with the ability to troubleshoot, analyze and remediate common issues.
Hands-on experience in all aspects of PBX support, SBC's, SIP, VoIP telephones, etc.
RingCentral and NICE inContact product experience and/or relevant experience in key competitor offerings in technology area of emphasis are preferred.
Experience with peripheral contact center applications and integrations including familiarity with Salesforce CRM, ServiceNow, WFM/WFO, Display Boards and reporting tools.
Must be agile, team oriented and organized.
General understanding of network architecture and server terminology as it relates to telephony systems and contact center applications.
Demonstrated ability to implement, drive and track projects.
Well-rounded in the administration of Contact Center application Technologies with experience in IVR/Speech Recognition, Scripting, Self-Service, Call Routing, Workforce Management, and Call Recording is a plus.
Bachelor's degree in Computer Science or related field, or equivalent related work experience.
