Sr. Telecom Engineer - Telephony Engineering

Location: Phoenix, AZ
Salary: $50.00 USD Hourly - $75.00 USD Hourly
Description: Our client is currently seeking a Sr. Telecom Engineer - Telephony Engineering who is heavily involved in engineering, configuring and maintaining critical telecom systems that impact business operations. In addition, the engineer proactively seeks to communicate solutions to telecom-related issues and preferred emerging technologies that can be used to improve the overall health of the company's telecom network. The Sr. Telecom Engineer, with a minimum experience of 5 years developing and evaluating telecom-related software programs including Cisco Call Manager, UCCX, Genesys Cloud and Teams Phone. Prepares the analysis of the short-term or long-term capacity needs for the telecom infrastructure - premise and cloud. Conducts economic and population growth studies to determine impact on telecom infrastructure capacity and development plan projections. Makes decisions on issues regarding technical approach for project components. Exercises considerable latitude in determining objectives and approaches to assignments.

This job will have the following responsibilities:

• Troubleshoots and resolves all expedited issues impacting the customers' challenges and needs in a timely manner
• Proactively communicates the status, plan of action(s), and resolution(s) of issues
• Monitors and reports the performance of telecom components against KPIs and takes preemptive measures to minimize interruptions
• Identifies opportunities and recommends solutions for improving the overall telecom health by assessing overall effectiveness and efficiency
• Evaluates new technologies and platforms to determine whether their applicability aligns with businesses needs
• Documents processes and creates KB articles for internal users
• Trains end-users and admins on how to use the phone system
• Experienced in leading complex telecom-related projects
• Strong troubleshooting skills and proven track record of getting your hands dirty to fix telecom-related problems
• Works with technical teams to ensure that hardware and software infrastructure is maintained with latest firmware and software requirements
• Escalation support to the Call Center/Customer Care departments

Qualifications & Requirements:

• Proven track record supporting Cisco CUCM, UCCX, CUBEs, Unity, Finesse, Calabrio in an enterprise-wide setting - 5-7 years experience
• Genesys Cloud (PureCloud) experience
• MS Teams/Teams Phone experience
• Working knowledge of Wireshark, Audiocodes Syslog, SSH, Putty, SIP Experience in upgrading IOS versions and firmware
• Ability to support and mentor other engineers, Helpdesk and end-users
• Applied working knowledge of ITIL change management and service design
• Ability to communicate effectively with management, staff and vendors
• Ability to analyze specifications and design documents
• Excellent leadership and mentoring skills
• Ability to work well in a team setting as well as independently with minimal direction
• Create and maintain comprehensive documentation for all implemented telecom networks
• Perform preventative maintenance on telecom devices
• May require participation in a 24x7 on-call rotation, after-hours and weekend work
• Cisco certified, Zoom experience and telephony-related certifications are nice to have
• Working knowledge of APIs and CRM integrations
• Understands CCaaS, SaaS, UCaaS technologies and be able to trace where calls get routed

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