Senior Telecomm Engineer - Waterford

PRIMARY FUNCTION:

This position is responsible for monitoring, managing, deploying, and maintaining Virginia Credit Union's (VACU) enterprise unified communications infrastructure. Areas of responsibility include but are not limited to: software/hardware installation and primary support of Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) solutions, telephones, peripherals, voicemail, call accounting, call management, quality management, workforce 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 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 telephony system resources and associated peripheral systems
• Communicate with IT and outside business units to gather current and future requirements
• Create and preserve a culture of intentional knowledge transfer through conversation, workshops, and written procedures such as Technology Recovery Plans (TRP), Disaster Recovery (DR) and systems failover documentation, as well as architectural drawings.
• Assist with the creation of formal technology roadmaps for all telecom and related systems. Ensure the telecommunications roadmap aligns with the future needs of internal business units and other technical roadmaps
• Independently and collectively 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 enterprise cloud based UCaaS, CCaaS, and ancillary systems such as voicemail, call accounting, business analytics, call recording, callback management, e911, workforce management, quality management, contact center functions, screen recording and outbound connect dialer systems
• Support CCaaS scripting updates and changes using tools such as NICE InContact Studio
• Explore and recommend options for the expanded use of related AI technologies
• Investigate cost savings through intelligent call routing
• 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 predetermined frequency
• Work to resolve initial and/or escalated work tickets for change requests, issues, or outages

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

Required Knowledge:

• UCaaS
  • Support adding/removing/updating users
  • Business Analytics reporting
  • Call Detail Reporting
  • E911
  • Call Queue management
  • Roles and permissions
  • IVR Menus
  • Backup data and system files
  • Coordinate with RingCentral for support efforts
  • AI Conversation for RingCentral
  • Manage SMS
• CCaaS
  • Support adding/removing/updating users
  • Workforce Management
  • Quality Management
  • Interaction Analytics
  • Feedback Manager - Voice of the Customer
  • Performance Management
  • Chatbot/Live Chat
  • Coordinate with UCaaS, CCaaS, and other vendors for support efforts
  • Screen Agent recording
  • Support/Manage long term storage of recorded calls

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 networked voice and data equipment
• Experience with call center environments
• Experience with the technologies listed in the Required Knowledge section above and professional level proficiency with the following technologies
• Support and troubleshoot audio issues in a UCaaS and CCaaS environment
• Requires knowledge of the following:
  • Voice Concepts and Protocols
    • VoIP
    • SIP
  • Networking Concepts and Protocols
    • Physical wiring and structured cabling
    • VLAN segmentation
    • TCP/IP
    • SSH
    • SFTP
  • Security Concepts
    • Security fundamentals and best practices

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
• Meticulous and thorough
• Forward thinking
• Apply critical thinking
• Ability to identify unnecessary complexities and propose simplified solutions
• Ability to complete projects
• Within the timeframe given
• Include any necessary detailed 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 35 pounds and/or up to 25 pounds frequently.