Telecommunications Engineer

Position: Telecommunication Engineer

Job Type: Permanent

Work Setup: Hybrid (2-3X / Week)

Shift: Night Shift

Location: Cebu/Manila

What you'll do:

The Telecommunications Engineer is responsible for the evaluation, configuration, and support of enterprise-wide telecommunications systems as well as resolving network, telephony, and end-user issues. Maintains the technology required to provide a productive and efficient telecommunications system. This position works across business units to maintain contact center technology.

Essential Duties and Responsibilities:

Ensures optimal and reliable performance of telecommunications and VoIP systems including call center systems, voicemail, fax over IP, network infrastructure and telecom expense management.

Manages full life cycle of telecommunications systems: Cisco UCS, as well as peripheral collaboration and mobility infrastructure (install, maintain, integrate, upgrade, etc.).

Maintains voice and communication services and assists with disaster recovery planning as it pertains to corporate and call center operations.

Manages small to medium-sized projects or portions of large projects and assists in planning for new applications and services. Monitors and reports project status to management, identifies issues that may impede attainment of goals, and recommends / implements corrective measures.

Uses diagnostic tools to monitor and troubleshoot network and telecommunications systems in a large network environment.

Facilitates the selection and implementation of communications, security, and systems infrastructure to match the global needs of the company.

Collaborates with team members on technologies, concept, and standards; translates business requirements into technical solutions. Works with vendors and others to formulate designs.

Identifies and recommends opportunities to improve and enhance communication services to internal and external customers. Contributes expertise and ideas on potential cost-savings and technology analysis.

Performs analysis to optimize platform, interface, and threshold notifications.

Researches and recommends technologies for the development and performance maintenance of the company's products.

Collaborates with peers in the engineering, architecture, product development, and marketing teams for proof of concept projects to prove out new technologies and how they may apply to future product.

Collects and analyzes telecom utilization data. Generates periodic reports for management.

Executes changes to the environment within appropriate timeframes which may include non-standard business hours.

Adheres to change management and configuration management policies and procedures.

Provides on-call support on a department rotation schedule. Responds to calls, texts and emails via a company-issued cell phone while on-call and as needed.

Keeps management informed through regular communication of status reports.

Racks and cables networks and server equipment as needed.

Client Responsibilities:

This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written). One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients.

Must have solid skills with the following technologies:

Linux/Windows, MS SQL; ITIL; MS Office and MS Outlook

Networking and routing protocols. (EIGRP, OSPF, BGP, Ethernet)

Cisco UCS technology architecture and design; VoIP environment management

LAN / WAN infrastructure design / administration.

Networking technologies with respect to server virtualization environments using VMWare

Verint Calabrio Call Recording

Cisco IPIVR CVP

Cisco CallStudio

Cisco UCCE

Nuance ARS/TTS

Certificates, Licenses, Registrations:

Cisco CCVP Certification (preferred)

Other Skills and Abilities:

Experience designing and implementing call flow and IVR scripting logic within a high-volume call center in multiple states.

Familiarity with HIPAA and SOX compliance.

Ability to read and comprehend packet captures.

Experience with monitoring and troubleshooting voice quality.

Must be able to develop good working relationships with colleagues, internal clients and management as well as work as an effective and integral team member.

Competencies:

Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others ideas and tries new things.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.