Telephony Engineer/Architect - Open to Remote
Company: Baxter Credit Union
Location: Vernon Hills
Posted on: September 16, 2021
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
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
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
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
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
Collaborate with the service desk to resolve trouble tickets and
mitigate end-user issues with telephony hardware and/or
Perform telephony audits as necessary.
Train and mentor junior engineers and other members of the IT
Monitor and identify capacity and performance issues for telephony
traffic to ensure continued, uninterrupted operation of telephony
Collaborate with network engineers or administrators to ensure that
telephony traffic does not interfere with or hinder network data
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
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
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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