Newport, RI, United States
It, Telecom, Sciences, Engineering
Aug 14, 2021
The Lead Telecomm/Voice Engineer is responsible for designing and implementing all or part of the organization's complex telecommunications infrastructure in line with pre-identified business needs and requirements. The Lead Telecomm/Voice Engineer works on problems of diverse scope and complexity ranging from moderate to substantial.
The Lead Telecomm/Voice Engineer may support of one or more of the following: the PBX infrastructure, Voice over IP, IVR, voicemail services, wireless devices, call routing technologies, Audio/Video conferencing, WebEx, and related telephony services. The complex infrastructure may include multiple technologies from multiple vendors, such as CISCO Unified Communications, Avaya, Oracle SBC and Genesys configurations, and others. This position employs recognized best practices to minimize unplanned service outages and maintain facility availability. This position may coordinate with other IT functional areas on systems upgrades or modifications, to minimize disruptions. This position troubleshoots more complex problems that have escalated within the telecommunications function. This position may lead teams of telecommunications professionals involved in the design of complex configurations or in the evaluation and administration of the telecommunications system. Advises executives to develop functional strategies (often segment specific) on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision, Uses independent judgment requiring analysis of variable factors and determining the best course of action.
Bachelor's degree in computer science or related field OR equivalent experience in lieu of degree
7 or more years of telecommunications/voice technical experience
Experience with contact center technology platforms, specifically Oracle SBC and Avaya products.
Expert in VoIP Protocols SIP/SIPREC/RTP and troubleshooting
Expert in Contact Center and dial plan session management and routing
Prior experience in Contact Center Operations supporting production system availability
Designing and implementing complex telecommunications infrastructure
Expert troubleshooting escalated complex telecommunications problems
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Monitoring tools - Prognosis/ Oracle Enterprise Operations Monitor/Wireshark
DevOps / SRE
Scheduled Weekly Hours
Website : http://www.humana.com