Communications Engineer II Job

Position Description:

• May coordinate and participate in medium-enterprise base work initiatives and projects.

• Works with project managers to coordinate and plan project tasks and resources.

• Supports multiple systems or applications of small to medium complexity.

• Develops enhanced production monitoring and additional capability. Recommends changes/enhancements for improved systems availability, reliability, and performance.

• Integrates solutions with other applications and platforms based on engineering requirements.

• Performs routine maintenance tasks for infrastructure systems such as backups, patch management and hot fixes.

• Performs capacity workload modeling and availability analysis for a variety of platforms and environments.

• Participates in the creation and maintenance of metrics around the system and ensure success in process, institutes a process for continuous improvement.

• Ensures adherence to security requirements. Makes recommendations to improve security and participates in investigations as needed.

• Participates in the design, implementation, and execution of backup and disaster recovery plan for infrastructure solutions.

• Ensures compliance and contributes to policies, procedures and standards.

• Monitors production, outputs, and services to meet SLAs and other quality metrics.

• Assists in developing documentation for new infrastructure solutions. Ensures documentation is developed and maintained.

• Provides Level 2 production support. Assists with troubleshooting and problem management. Seeks technical assistance or escalates when necessary.

• Performs all other duties and special projects as assigned.

Education and/or Training:

• Bachelor Degree in Computer Science or related field is preferred.

• Related industry certification a plus

Relevant Work Experience:

• Demonstrated ability to deploy both TDM and IP-based voice and multimedia networks and solve problems as they relate to multiple business applications.

• Extensive experience supporting business applications and processes through the installation, and support of enterprise voice and contact center communications systems including PBX, voice mail, IVR, call recording, and CTI.

• Seasoned in interfacing with network service providers and equipment vendors to ensure timely deployment of private and public services, with the ability to drive the resolution of problems when they occur.

• Supports strategies and direction for new multimedia contact center systems and roadmaps for system improvements.

• Carrier Technologies: Voice-over-IP, SIP, ISDN, local and long distance, Hosted PBX

• IP Networks: Must possess at least a high-level understanding of IP networking in subject matter such as DNS, DHCP, and Quaity of Service.

• Voice Network Hardware/Software: Avaya PBX, CMS, voicemail, IVR, CTI

• Autonomy call recording, Aspect workforce management

• Proficient in Microsoft Office applications

• Five + years proven experience supporting enterprise voice and contact center infrastructures

• Must be able to work in a 24-hour on-call capacity.

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