Rose International INC Telecom Technician in Plano, Texas
Desired Skill Set:
Cisco, TCP/IP, VLAN
job title: Telecommunications Lead Engineer Location: Plano TX Duration: 12 months
"U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time."
Provides direction and guidance to the IP-PBX implementation vendor, Call center application development staff and integration resources to ensure that the telephony environment operates seamlessly and meets the needs of the business.
Performs hands-on development, as required.
Provides technical leadership in the design, development and implementation of IP=PBX solution that integrates with Genesys predictive dialer, Genesys Routing, Genesys Voice Portal, NICE QA and call recording, NICE workforce management, UC/IP-PBX and UM solutions.
Works with business management to assist in the prioritization of system enhancement requests; works with the application development staff to facilitate and oversee the completion of the tasks or initiatives.
Assists the business in cost-effectively meeting their current and future needs; identifies and oversees the interdependencies and integrations between the telephony solutions and technologies; works with the relevant Client technology group to manage the interdependencies and integrations.
Engages with Client architecture, design and engineering, infrastructure and operations teams to provide recommendations to enable reliable and scalable solutions.
Provides Tier 3 support and assists in troubleshooting when systems and operational issues arise.
Assists in the planning and design of VOIP Telephony business systems.
Must have an in-depth understanding of UC/IP-PBX and its integration with other Contact center applications such as the Genesys predictive dialer, Genesys Routing, Genesys Voice Portal, NICE QA and call recording, Witness/Verint workforce management, and UM solutions
Identifies best practices for predictive dialer, NICE QA and call recording, Witness/Verint workforce management, UC/IP-PBX and UM solutions, and works with the business to implement changes and enhancements that enable them to better utilize the platforms.
Stays abreast of new and emerging contact center technologies and applications and provides insights to the business about how the new functionality can help improve CSC performance.
Plays a key role in facilitating the transition of Client to a SIP-based telephony environment.
Responsible for working with telephony vendors in building the detailed project plans to ensure a seamless migration to SIP-enabled contact center solutions.
Research, Data Collection, Quality Assurance, Analysis and Problem Solving:
Assists the business in identifying and clarifying their requirements and translating them into technical requirements; evaluates possible solutions and recommends best alternatives.
Provides technical training and education on contact center applications to internal IT associates, end-user personnel, business units and partners.
Contributes to the development of annual plans and budgets.
Applies strong problem-solving skills to address complex technical issues and liaises with vendors, the help desk and IT to diagnose and resolve system performance issues.
Collaborates with and provides information to vendors during expert reviews; reviews all documentation to ensure that technical and product best practices are being followed and that documentation is complete.
Requirements: Skills Needed: Must Haves:
Strong hands-on knowledge of configuration and optimization of VoIP equipment
Strong hands-on knowledge of SIP and TCP/IP protocols
Strong understanding of VoIP QoS issues and mitigation strategies
Proficient with at least one IP-PBX technology – CISCO.ync
VOIP.IP experience with ability to run captures and review logs and troubleshoot problems
Call center technology integration to IP-PBX experience.
Data Networking knowledge to understand network subnets, VLANs, routing and firewall
Proficient in working with various telecom carriers – Verizon, Level3 etc. to manage Network routing, provisioning and testing SIP circuits
Design skills – with the ability to review business requirements and suggest appropriate telecom solutions
Good task management and follow skills to follow up with multiple vendors to deliver the complete solution
Excellent documentation skills
Working technical knowledge of VoIP/IP telephony systems, software, and hardware
Nice to Have:
Experience in implementing a CISCO VOIP solution
Experience in a call center using Genesys routing
SBC configuration experience (Oracle SBC preferred)
Data networking background – ability to understand switch and router configurations.
Experience with Lync 2013 O365 deployments and.r on-premise Lync 2013
Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, arrest and conviction records, or any other characteristic protected by law. Positions located in San Francisco, California will be administered in accordance with the Fair Chance Ordinance.
Position Title: Telecom Technician
Position Number: 242996
Location: Plano, TX