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.
Who you are...
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.
A typical week might include the following...
Provide support to internal and external clients by handling trouble ticket requests for support including moves, adds, changes, repairs, and inquiries.
Configuration of omnichannel contact center, teams, services, and skills.
Management 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.
Perform system optimization and update the voice response system.
Install and test telecommunication components including analog and digital circuits.
Update system documentation and troubleshooting materials outlining system processes and configuration standards.
Act as a customer liaison for contact center leadership discussing improvements, efficiencies, and business enablement strategies leveraging the contact center suite of products.
Assist 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.
This might be right for you if you have...
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.
VoIP Administration experience.
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.
Bonus points if you have...
Avtex-Genesys Prue Connect experience, VoIP- Voice over IP, Network Associate Routing & Switching.
We are considered leaders in the local credit union space, and we are growing like crazy. We’ve got a culture focused on smarts, kindness, continuous learning...and our people love it. A full 93% of our employees would recommend us to their friends. Come find out why! Learn more at https://www.switchthink.com/careers
We are proud to be an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.