Principal Telephony & Contact Center Engineer

Your Role

Serves as a liaison between users, technical staff, business partners, and vendors for business and technology requirements, problems, services, and training as required. Reviews, monitors and interprets communication systems, and process to assure access to information and resources (i.e. voice, video, data, network). At the higher levels, evaluates, designs and maintains existing or proposed data/voice telecommunications systems. Analyzes user needs and recommends hardware and/or software solutions. Prepares specifications for implementation of new internal programs or modifications to vendor software. Monitors the operation of data telecommunication systems and services of vendors.

Assignments are very broad in nature and of the highest level of complexity. Able to impact beyond area of responsibility. May instruct, guide, and oversee work of lower-level technical professionals. Consults and makes recommendations to management on significant issues. Responsible for developing and implementing new products and/or approaches in conjunction with implementing new/existing technologies.

Your Work

In this role, you will:

• Perform System Analysis and Integration
• Project / Vendor Management
• Problem Resolution
• Security Compliance
• Executive Briefings Maintain a high degree of professionalism and integrity
• Technical Documentation
• Service Ownership / Product Roadmaps
• IT Process Automation
• Creating Standards & Best Practices
• User Facing Communications
• Architecture & Solution Design
• Customer Support
• Reporting / Capacity Management
• On-Call Support

Your Knowledge and Experience

• Requires 10 years of directly related professional experience and possesses deep technical abilities in one or more primary products, programs or technologies: