TELEPHONY ENGINEER I

Description

POSITION TITLE: Telephony Engineer I 

DEPARTMENT: Information Technology

CLASSIFICATION: Exempt 

APPROVED BY: CEO

GRADE: 11

REPORTING RELATIONSHIPS

POSITION REPORTS TO: Network Services Manager

POSITIONS SUPERVISED: None

POSITION PURPOSE

The Telephony Engineer plays a crucial role in the design, implementation, maintenance, and optimization of telephony and network systems, ensuring seamless communication, high-quality user experiences, and robust connectivity. 

ESSENTIAL FUNCTIONS AND BASIC DUTIES

The duties outlined for a Telephony Engineer I highlight a combination of technical expertise, troubleshooting skills, security awareness, and collaboration with various IT teams to ensure the overall health and efficiency of an organization's IT Telephony systems as well as the Network Infrastructure.

System Design and Implementation:

• Design, configure, and deploy Genesys-based telephony solutions to meet organizational requirements 
• Familiarity with Genesys features and capabilities as it relates to skill-based routing, call recordings and workforce management.
• Integrate telephony system with existing infrastructure, including CRM, ticketing, and other third-party platforms including Genesys APIs and configuration tools. 
• Develop and implement trouble shoot call flows, IVR scripts, and routing strategies.
• Basic SQL skills to query and manage configuration databases along with thorough knowledge of Genesys reporting and analytics.
• Collaborate with the Network team to ensure optimal integration of telephony and network systems
• Proficiency with scripting languages, such as JavaScript, Python, and/or PowerShell for automation and customization.

Network and Telephony Maintenance:

• Perform regular maintenance, upgrades, and patch management for Genesys platforms
• Diagnose and resolve issues related to SIP trunks, VoIP protocols, and call flows, with a focus on underlying network dependencies.
• Strong troubleshooting skills to identify root cause analysis for reoccurring issues and implement permanent solutions, both for telephony and network-related challenges.

Collaboration and Documentation:

• Work closely with cross-functional teams, including IT, operations, Communication Center, to align telephony and network systems with business objectives.
• Document system and network configurations, changes, and troubleshooting processes to maintain knowledge continuity.
• Excellent verbal and written communication skills

Security Administration:

• Implement and enforce security measures to protect network and server systems from unauthorized access, cyber threats, and vulnerabilities.
• Conduct regular security audits and risk assessments.

Network Monitoring and Optimization:

• Utilize network monitoring tools to proactively identify and address performance issues.
• Optimize network configurations to improve efficiency and responsiveness.
• Experience with IP routing, firewalls, NAT, VLANS, QoS and VPN’s.

Capacity Planning:

• Monitor resource usage trends and plan for future capacity needs.
• Collaborate with other IT teams to ensure hardware resources align with organizational requirements.

Vendor Management:

• Work with technology vendors to procure network and server hardware, software, and services.
• Manage relationships with vendors and coordinate support and maintenance contracts.

Performance Tuning:

• Perform performance tuning on servers and network devices to ensure optimal resource utilization.
• Identify and implement improvements to enhance overall system performance.
• Ability to analyze logs and performance metrics to optimize the Genesys platform.

Collaboration Tools and Services:

• Administer collaboration tools and services, such as email systems, file sharing, and communication platforms.
• Ensure the availability and security of collaboration services.

Emerging Technology Evaluation:

• Stay informed about emerging technologies and trends in telephony and systems administration.
• Evaluate modern technologies and make recommendations for adoption based on organizational needs.

PERFORMANCE MEASUREMENTS

• Support functions are performed effectively and in accordance with established policies and procedures.
• Good working relations exist with Credit Union personnel, members and vendors.
• Management is appropriately informed of area activities and of any significant problems.
• Required reports and documents are generated accurately and timely.
• Good working relationships, DEI and collaborative initiatives exist with credit union personnel.

Requirements

QUALIFICATIONS

EDUCATION/CERTIFICATION: 

• A 4-year degree, or achievement of formal certifications recognized in the industry
•  as equivalent to a bachelor's degree (e.g. information technology certifications in lieu of a
•  degree). 

REQUIRED KNOWLEDGE: 

• 2 years of experience working with telephony platforms.  

EXPERIENCE REQUIRED: 

• Three years to five years of similar or related experience.
•  Strong knowledge of networking technologies, including TCP/IP, DNS, DHCP, VLANs, VPN’s, and routing protocols (BGP, OSPF) 
•  Experience with VoIP protocols (SIP, H323, RTP) and Telephony systems (ACD, CTI, PBX) 
•  Excellent analytical, problem-solving, and communication skills.

PREFERRED:   

• Genesys Certified Professional (GCP) or equivalent certifications
•  Certifications in networking, such as CCNA, CCNP, or equivalent
•  Experience with Cloud-based telephony solutions, such as Genesys Cloud CX.

SKILLS/ABILITIES:  

• Excellent oral and written communications skills.
•  Strong critical thinking and problem-solving abilities.
•  Solid organizational abilities, attention to detail and quality control.
•  Time management skills to meet deadlines.
•  Solid interpersonal skills and ability to interact respectfully with both technical and non-technical people.
•  Ability to operate all related computer hardware and software.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.  

AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information.

REPETITIVE MOTIONS: Movements frequently and regularly required using the wrists, hands, and fingers.

AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.

PHYSICAL STRENGTH: Sedentary work; sitting most of the time. Exerts up to 50 lbs. of force occasionally.

WORKING CONDITIONS

No hazardous or significantly unpleasant conditions. (Such as in a typical office.)

Responsibilities sometimes require working evenings and weekends, sometimes with little advanced notice.

Minimal travel required between 4Front locations.

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY:  

• Ability to deal with a variety of variables under only limited standardization.
• Able to interpret various instructions.

MATHEMATICS ABILITY: 

• Ability to perform basic math skills, use decimals to compute ratios and percents, and to draw and interpret graphs.

LANGUAGE ABILITY:  

• Ability to read a variety of books, magazines, instruction manuals, and reports
• Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar.
• Ability to communicate distinctly with appropriate pauses and emphasis; correct punctuation (or sign equivalent) and variation in word order.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodation will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.