Telecom Engineer II
Rethink what’s possible with SwitchThink! SwitchThink Solutions is an IT Services CUSO (Credit Union Service Organization) from Desert Financial.
As a collaborative partner for innovation, SwitchThink Solutions offers technology solutions that help credit unions achieve their transformational goals. Our knowledgeable Architecture/Engineering, and Operations experts work hand-in-hand with our clients to maximize the benefits of their technology and speed their results.
The Telecom Engineer II provides a range of services and engineering solutions revolving around VoIP communication systems including Call Centers, VoiceMail, Phone Banking, Fax Services, and the supporting infrastructure. They are responsible for monitoring performance across LAN and WAN networks ensuring superior voice quality. The Engineer will participate in projects and the development of equipment lifecycle management.
What you will do here:
Provide support to internal and external clients by handling trouble ticket requests for support including moves, adds, changes, repairs, and inquiries.
Configuration of omni-channel contact center, teams, services, and skills.
Managing system and client reporting.
Lifecycle management and upgrade support.
Configuration of voice, chat, email and SMS interaction processing scenarios.
Configuration of standard audio treatments.
Configuration of IDM, quality, and workforce management user profiles.
Internal/External UAT participant.
Performs system optimization and updates voice response system.
Installs and tests telecommunication components including analog and digital circuits.
Updates system documentation and troubleshooting materials outlining system processes and configuration standards.
Customer liaison role for contact center leadership discussing improvements, efficiencies, and business enablement strategies leveraging the contact center suite of products.
Assists in the creation of long term and short-term plans for updating equipment, adding capabilities, enhancing systems and providing improved telecommunications for all sites.
Participate in project teams centered around telephony improvements and outage remediation efforts.
Perform other job-related duties as assigned.
What you will need:
Associate's Degree, Trade or Technical School; Computer Science, Computer Information Systems, or related degree.
4- 6 Years Telecom Engineer, VoIP Engineer Supporting call and screen recording systems experience.
4 - 6 Years Network Engineer, Network Administrator experience preferred.
Quality monitoring including call and screen recording.
Telephony technologies including SIP, PRI, analog, and digital circuits.
Network topology and LAN/WAN design.
Must possess excellent written and verbal communication skills.
Preferred: Avtex-Genesys Prue Connect experience, VoIP- Voice over IP, Network Associate Routing & Switching.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
For additional information about our organization, careers and benefits visit www.switchthink.com/careers.