Telecom Engineer

Telecom Engineer
Los Angeles, CA | On-site role

Job Description:

The Telecom Engineer will be responsible for day-to-day operations of a complete Cisco Environment including: PCCE, CUCM, Unity, Voice Gateways, CUSP, CTI applications and VoIP related platforms such as call recording and wallboard integrations. The Engineer will also help manage the Cisco Dialer infrastructure, being exposed to Dialer operations while learning functionality and ensuring system stability and uptime.

Responsibilities and Duties:

• Engage in Telephony Infrastructure projects that focus on improving the Telecom environment through the evaluation of collaboration solutions.
• Troubleshoot SIP, CTI, and call recording related issues throughout the enterprise identifying root cause.
• Work with existing support vendors to maintain Security standards set forth by the infosec team through required patches, engineering specials, Server updates, and client software upgrades.
• Take up Telephony related projects revolving around business needs to help improve work flows and processes to improve Telecom efficiencies.
• Participating in interactions with internal business departments to define requirements, discuss project progress, and resolve issues as they arise.
• Providing second-level technical and non-technical support as needed, including client/vendor relations and technical problem solving and providing training to staff for new systems.
• Researching new technologies to fully understand implementation requirements and implications for integration with other systems.
• Producing required documentation such as client communication, proposals, and user instructions. Troubleshooting and debugging increasingly complex network problems, making recommendations for improved operational efficiency, repair, replacement, or upgrades.
• Maintaining existing and deploy new Cisco Voice Systems of various models.
• Support, maintenance, upgrades Cisco based call center system.
• Working under minimal supervision with moderate latitude for use of initiative and independent judgment.
• Documents telecom problems and resolution for future reference.
• Monitors system performance and implements performance tuning.
• Participate in a 24x7 on call rotation as assigned by the Telecom Engineering Manager

General Experience and Qualifications:

• Associates or bachelor’s degree in Computer Science or another related field preferred
• 2-3 years of working knowledge of the Cisco Unified Communications platform including PCCE/UCCE
• CCNA, CCNP Collaboration Certificates preferred
• Strong Layer 1 fundamentals relating to Cisco Hardware for installation and maintenance
• Cisco Unified Contact Center Enterprise and Express (UCCE, UCCX, PCCE)
• CVP, VXML, ICM application scripting and routing in relation to call flows and IVR
• CUSP architecture and standard configurations for multi-CUBE deployments
• Microsoft SQL Query writing with a strong understanding of the ICM and Unified CC Enterprise Databases
• Active Directory & Windows Server knowledge
• Microsoft office suite with Visio skills capable of creating documentations
• Excellent communication and interpersonal skills
• Quick learner and problem solver
• Well organized with strong attention to detail
• Ability to produce and maintain complex SOP’s and documentation
• Must enjoy working in a fast-paced team-oriented environment

What’s the expected pay for this role? 

• Base pay range of $90,000 - $115,000 per year
• The exact starting compensation to be offered will be determined at the time of selecting an applicant for hire and will be dependent on a wide range of factors, including but not limited to geographic location, skill set, experience, education, credentials, and licensure when applicable.

What do we offer?  

• Medical, Dental, and Vision benefits 
• Life Insurance and Long-term disability plans 
• Flexible Spending Account 
• 401K matching 
• Employee Stock Ownership Program in a $20 Billion Company, plus company matching 
• Wellness Programs 
• Metro Tap Card and Metro-link Reimbursement (for Los Angeles, CA employees only) 
• Career Path Opportunities 
• Discounts on Parks, Museums, Movie Tickets, and Attractions 
• Annual Flu Shot
• Paid Vacations Days 
• Paid Sick days 
• Paid holidays 
• HGym (available in our Los Angeles, CA & Dallas, TX office) 
• Rental Car Discounts, Dell Member Purchase Program 
• UKG Wallet 

Acknowledgment  

We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. 

We are an equal-opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the organization. 

Salary : $90,000 - $115,000