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Form of workJob Description
The Telecom Engineer provides engineering support and consultation for the design, development, and implementation of technical solutions within the company’s telephony and contact center telecommunications environments scripting within a complex multi-location, multi-national, and multi-vendor infrastructure. The technical scope of the role includes all contact center technologies consisting of technologies such as but are not limited to voice systems, call center technologies, PBX, gateways, voice networks, voicemail, call recording and ancillary support systems.
This position has knowledge of WAN/LAN technologies and VoIP/SIP call routing technologies and protocols, including working knowledge of TCP/IP routers, SBC’s, servers, switches, firewalls, DNS, DHCP and Citrix and/or Desktop deployments.
Operational responsibilities include analyzing existing and proposed telephony and contact center telecommunication environments and applications it identifies areas of needed improvement.
Position provides advanced level infrastructure support and testing for system patching, hardening, and hardware/software upgrades, system updates, scripting and break/fix activities on telecommunications equipment and applications.
This position must maintain high level understanding and knowledge of the company’s applications, telecommunications and data system integration and must be able to understand changes needed within the environment to anticipate business, customer, cross-system, cross-process, and cross-project impacts. The ability to interact with vendors to locate opportunities and improvements as well as drive resolution will be frequent. Role may be assigned other tasks as required to support the overall shared services and organizational goals.
Position will be required to carry a company issued smart phone to provide on-call support as required.
How You'll Shine:
The position is responsible to design, development, documenting and implementing contact center telephony infrastructure, scripting, and application projects on time and within budget. Work closely with vendors, outside expert resources, internal technical and business resources, to evaluate and propose innovative new technologies methodologies, processes, and enhancements to improve the effectiveness of the organization. Ensure interoperability between the proposed solutions and other telecommunications such as desktop, networks, security, and compliance. Assist in gathering and documenting business requirements.
The position works closely with our engineers, analysts, IT peers, outside vendors, outside expert resources, internal technical and business resources to evaluate, develop, and propose innovative new technologies, methodologies, processes, and other improvements aimed at improving the effectiveness of the organization.
This position maintains expert level understanding and knowledge of the company’s applications, telecommunications and data system integration and must be able to understand changes needed within the environment to anticipate business, customer, cross-system, cross-process, and cross-project impacts.
Be accessible 24x7 to support the telecommunications infrastructure team to minimize the impacts of incidents, changes, upgrades, and installs on the function of the business and/or the contact center.
Design, develop and implement other traditional Contact Center channels such as Chat, SMS and email within the CXOne contact center platform and also gamification, analytics and call recording (including Neva).
Travel Requirements
Travel may be required 5% of the time. This includes travel domestically and internationally.
What You'll Bring:
Bachelor’s degree in computer information systems, Telecommunications, or related technical field and/or related experience with 5+ years of experience.
Any CCaaS and UCaaS training
NICE/CXOne training and certifications is preferred.
Neva training is a plus.
Good oral and written communication skills, ability to work long hours under pressure during system outages and implementations.
Knowledge of WAN/LAN technologies and VoIP/SIP call routing technologies and protocols, including working knowledge of TCP/IP routers, SBC’s, servers, switches, firewalls, DNS, DHCP and Citrix Desktop deployments.
Some experience leading and directing others.
Experience working closely with our engineers, analysts, IT peers, outside vendors, outside expert resources third party vendors, carriers, internal technical and business resources to evaluate, develop, and propose innovative new technologies including CCaaS and UCaaS options, financials and risks, methodologies, processes, and other improvements aimed at improving the effectiveness of the organization.
Experience creating call flow diagrams using Visio to document and visualize scripting logic.
Experience designing, developing, and implementing scripting solutions for CXOne platform using industry best practices and scripting languages.
Experience providing technical support to contractors working on scripting projects, including troubleshooting issues and answering questions.
Expert level technical expertise of Cisco telecommunication systems and management of complex telecommunications environments and infrastructures.
Proven ability to perform coordination and problem isolation.
Neva experience is a plus.
Five or more years of experience in the support and development of solutions within complex telecommunications environments.
Experience equivalent to the education requirement may be accepted in lieu of the education requirement.
How You'll Be Rewarded:
We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Travel + Leisure Co. benefits include:
Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.
- Medical
- Dental
- Vision
- Flexible spending accounts
- Life and accident coverage
- Disability
- Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
- Wish day paid time to volunteer at an approved organization of your choice
- 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
- Legal and identify theft plan
- Voluntary income protection benefits
- Wellness program (subject to provider availability)
- Employee Assistance Program
Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.
We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.
