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Telephony Engineer/Architect - Open to Remote

Company: Baxter Credit Union
Location: Vernon Hills
Posted on: September 16, 2021

Job Description:

Our client is seeking a Telephony Engineer/Architect- they are currently working to outsource their call center and they will be migrating from Genesys on prem to Genesys Cloud. They currently have support vendors (Citrix and Microsoft) who manage the day to day, so this individual would be focused mainly on design engineering

RESPONSIBLE FOR WORKING CLOSELY WITH BUSINESS UNITS THAT HAVE STRONG TELEPHONY NEEDS, SUCH AS CONTACT CENTERS AND SERVICE DESKS, TO CREATE AND COORDINATE THE STRATEGIES FOR DEFINING, DEPLOYING, AND MAINTAINING THE COMPANYS VOICE COMMUNICATION INFRASTRUCTURE. THIS INCLUDES MANAGING ALL ENGINEERING PROJECTS FOR TELEPHONY INITIATIVES, PLANNING TECHNOLOGY ROADMAPS, AND CONFIGURING AND OPTIMIZING ALL TELEPHONE SYSTEMS AND SERVICES, BOTH INTERNALLY AND THOSE INTEGRATED WITH INTERNAL OR CLOUD-BASED APPLICATIONS OR SERVICES. THE TELEPHONY ENGINEER WILL MAINTAIN SLAS FOR ALL ORGANIZATIONAL TELEPHONY APPLICATIONS.

ROLE AND RESPONSIBILITIES

Collaborate with business partners, such as leaders of contact centers and service desks to collect and understand requirements for telephony systems and how to integrate them with business software.

This position will be the IT liaison between business operations and third party telephony and contact center solution vendors.

Design, deploy and support telephony infrastructure and its associated software, including IP-PBXs, call management systems, voice mail, and interactive voice response.

Support the business by managing defects, new feature requests and small project integrations alongside the IT PMO and Service Desk

Stay abreast of industry needs, trends, and best practices, quickly come up to speed on their technologies, balance diverse requests, and drive issues to resolution

Keep track of all requirements and test processes coming from several sources to understand applicability to the telephony environment and applications that interface with it.

Develop the technical roadmap and lead the execution of the roadmap including new product requests, Disaster Recovery testing, Performance management, Release Management, etc.

Where necessary, plan for management or phasing out of legacy telephony systems and technologies.

Select, deploy, and utilize appropriate tools for reporting and routing of IP telephony traffic on the network.

Collaborate with systems engineers/architects for upgrades to operating systems, hardware, etc.

Remain current on new transport protocols, products, and standards in support of telephony systems development and equipment procurement.

Integrate telephony systems with enterprise LANs, WANs, wireless LANs, and other Internet-based services and protocols.

Provide leadership for implementing new telephony products or services, as well as the technical resources required to manage them.

Collaborate with the service desk to resolve trouble tickets and mitigate end-user issues with telephony hardware and/or applications.

Perform telephony audits as necessary.

Train and mentor junior engineers and other members of the IT infrastructure department.

Monitor and identify capacity and performance issues for telephony traffic to ensure continued, uninterrupted operation of telephony systems.

Collaborate with network engineers or administrators to ensure that telephony traffic does not interfere with or hinder network data traffic.

Conduct testing and development of disaster recovery plans to detect faults, minimize malfunctions, and ensure backup or failover systems function as designed.

Develop and maintain relationships with telephony vendors.

Coordinate and facilitate business reviews with vendors and internal stake holders.

Measure and analyze product metrics, such as availability, utilization and feature adoption.

Track customer needs and business opportunities to guide prioritization, design, and development decisions Track and communicate telephony application availability and utilization metrics.


Experience integrating telephony systems with Microsoft Teams

Genesys Cloud Certified Professional certification
+ 5 years as a Telephony Engineer / Architect integrating voice systems with third-party applications / service providers

Call center experience

Experience with on prem and cloud-based solutions

Strong experience in CCaaS-based solutions- Genesys Cloud

VoIP QoS issues and mitigation strategies

Ability to conduct research into IP telephony issues and products

Excellent communication and interpersonal skills

Keywords: Baxter Credit Union, Arlington Heights , Telephony Engineer/Architect - Open to Remote, Other , Vernon Hills, Illinois

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