Senior Telecomm Engineer - Waterford

PRIMARY FUNCTION:

This position is responsible for monitoring, managing, deploying and maintaining VACU's enterprise voice infrastructure. Areas of responsibility include but are not limited to: software/hardware installation and support of PBX/voice systems, phones, peripherals, voice mail, call accounting, call management, enterprise voice connectivity, as well as the provisioning and maintenance of voice/data circuits of various media types. Business units throughout the organization rely on the expertise of this position to make decisions on new systems and business processes to better serve our members.

JOB DUTIES AND RESPONSIBILITIES:

• Proactively look for ways to utilize new or existing technology to create efficiencies for consumers of the phone system resources and peripheral systems

• Communicate with IT and outside business units to learn of their future needs and technology roadmaps so architectural decisions and capacity planning (systems and licensing) can be forward thinking

• Create and preserve a culture of intentional knowledge transfer through conversation, workshops, and written procedures such as Technology Recovery Plans (TRP), Disaster Recovery (DR) documentation, systems failover documentation, and architectural drawings

• Create and/or assist with the creation of formal technology roadmaps for all telecom and related systems. Ensure that the telecom roadmap aligns with other technical roadmaps of the credit union

• Independently conduct studies for projects, develop solution proposals, evaluate vendor products and make recommendations for new technologies and/or the expansion of existing technologies

• Provide technical expertise to business units for evaluating new systems and processes

• Support the enterprise AVAYA voice network and ancillary systems such as voicemail, call accounting, call recording, call back, e911, and auto dialer systems

• Perform complex vector implementations and changes

• Engineer efficient voice traffic flow for all PBXs, ACDs and remote sites

• Investigate cost savings through intelligent call routing

• Perform equipment upgrades and installations as requested or required (hardware and software)

• Develop and document processes and procedures for installation, disaster recovery, configuration and maintenance of all VACU network and telecom systems/equipment

• Ensure all systems are backed up on a regular frequency to an alternate data center

• Work to resolve initial and/or escalated work tickets for potential change requests, issues, or outages

• Analyze and troubleshoot telecommunications issues to resolve outages in a timely manner and minimize impact to the company and its respective business units.

• Develop and update business resumption plans and test (annually) for the network and telecommunications systems

• Ensure VACU is in compliance with licensing and support agreements

• Understand and support VACU's brand, applying the brand to all work efforts

• Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies

• Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security

• Report all Risk Management Policy violations in accordance with policy

• Other duties may be required and assigned by the supervisor

JOB QUALIFICATIONS:

Knowledge:

• Requires advanced knowledge of the following AVAYA Aura products.

  • AVAYA Aura Communication Manager (PBX)

  • AVAYA Aura Application Enablement Services (AES)

  • AVAYA Aura Experience Portal (AEP)

  • AVAYA Aura Callback Assist (CBA)

  • AVAYA Aura System Manager

  • AVAYA Aura Session Manager

  • AVAYA Call Management System (CMS)

  • AVAYA Messaging (IX Messaging)

  • DR and Failover capabilities for all the above systems

• Requires advanced knowledge of the following technologies

  • Session Border Controllers

  • Session Information Protocol (SIP)

  • SIP Trunking

  • VeraSmart CDR reporting

• Requires general knowledge of the following technologies or concepts

  • UCaaS and CCaaS solutions

  • Protocols

    • VoIP

    • SIP

    • TCP/IP

    • SNMP

    • TFTP

    • SSH

    • FTP

    • SFTP

  • Networking Concepts

    • VLAN segmentation

    • Physical wiring and structured cabling

  • Security Concepts

    • Systems patching

    • Device hardening

    • Security fundamentals and best practices

    • Mandatory use of unique and complex passwords/passphrases for all accounts

Minimum Education and Experience:

• College degree or equivalent work experience in the Telecommunications field.

• Significant experience required that demonstrates proficiency with the design and configuration of voice and data network equipment

• Experience with call center environments

• Experience with the technologies listed in the Knowledge section above and professional level proficiency with the following technologies

  • Avaya Communication Manager

  • Avaya family of PBX, voice servers, and media gateways

  • Call routing

  • Efficient vector design

Skills:

• Good interpersonal skills

• Strong troubleshooting and analytical skills are required

• Identify and remedy weaknesses in the environment

• Strong organizational skills required

Abilities:

• Self-motivated

• Forward thinking

• Critical Thinking

• Ability to identify unnecessary complexities and propose simplified solutions

• Ability to complete projects on time including the necessary documentation

• Ability to communicate effectively with all levels of employees/management

PHYSICAL REQUIREMENTS:

• This job requires the ability to sit for long periods of time.

• This job requires occasionally lifting up to 50 pounds and/or up to 30 pounds frequently.