Telecom Engineer Ii

****Local Candidates will report in a hybrid manner to our Headquarters in Nottingham, MD. Remote candidates will be expected to report to Headquarters once per quarter and as needed.***

Position: Telecom Engineer II

Hours of Work:

Monday through Friday: 8:30AM-5:00PM

Full-time, Exempt

To the extent permitted by law, the Company may, in its sole discretion, change the work schedule to address business needs. Work hours will depend on the business hours of the time zone serviced.

In This Role, You Will...

Work with Mariner Finance's Corporate IT Operations team. You will work with a high-performing team to develop and design robust Telecom solutions for Mariner's offices. You will provide numerous opportunities to play an important role in special projects, marketing initiatives, and the daily operation data analysis reporting to Mariner Finance.

Responsibilities and Essential Duties:

• Plan, design, implement, and provide ongoing support of Telecom solutions of high complexity (core telephony, collaboration, and contact center) to fulfill business needs for performance and cost benefits.
• Provide second-level technical support to clients and to technical teams within Mariner Finance to resolve telecom issues and to support the implementation of new solutions.
• Willingly share and accept ideas within team structure to build solid solutions and ensure effective troubleshooting of issues.
• Ensure full compliance of Mariner's Key Controls and Technical Service Requirements for all Telecom architecture, designs, and implementations both past and present.
• Assist with testing and QA functions to ensure that projects are securely delivered and fulfill expectations.  
• Build and maintain relationships with teams and third parties on Telecom development or support issues.
• Ensure all changes go through appropriate review, change control, and acceptance before implementation.
• Provide highest level of technical consultancy to ensure problem resolution is achieved in the shortest possible timeframe.
• Work with the Information Security team to ensure solutions deployed meet Mariner's security requirements and provides technical assistance for investigation and analysis of security alerts.
• Recommend and assist in development of solutions and build out of plans to effectively gain buy-in from all participants.
• Assist with development and streamlining processes to further improve delivery of Telecom services.
• Document issues and solutions, create job aids to be used by both Support Teams and/or End Users.
• Handles problems that are difficult and sometimes complex.
• Complete projects, prioritize tasks, and provide frequent progress reports with limited direction from team leads and management based on company needs.
• May perform additional functions depending on market demand and staffing in order to provide consistent quality customer service.

Required Qualifications:

• Minimum of five (5) years of Telecom management experience and deep expertise in Telecom solutions including troubleshooting and implementation within cloud-based solutions (Ring Central).
• Experience supporting complex contact center environment consisting of items such as call prioritization, advanced routing, IVR, Dialer, API Integration, call recording and call reporting elements. 
• Advanced knowledge in Telecom operations support (PBX, IVR, Carrier Ops, Call Processing, Network Management).
• Previous Telecom design and development experience.
• Experience with all aspects of high-availability fault-tolerant architectures.
• Ability to explain complex ideas and concepts to both a technical and nontechnical audience in English both verbally and in writing.
• Experience developing technical diagrams with tools such as Microsoft Visio.
• Strong skillset with scripting languages, such as Python, Java/JavaScript or similar.
• Strong ability to work in a fast-paced environment.
• Strong ability to multitask, change direction, effectively prioritize, and meet deadlines.
• Ability to work with little to no supervision and be able to independently determine tasks to complete on a daily basis.
• Ability to occasionally adjust work schedule to meet business need (standard is forty (40) hour week with occasional after-hours and weekend requirements).
• Strong interpersonal and customer service skills with the ability to work effectively with both local and remote staff, teammates, and managers.

Preferred Qualifications:

• Bachelor's degree in a related field.
• ITIL Certification
• Experience with PCI compliant or ISO-2700x environments.
• Experience with RingCentral & NICE.

Physical Demands:

While performing the duties of this job, the employee is frequently required to sit for extended periods; reach with hands and arms; and talk or hear. The employee is occasionally required to move about. The employee must occasionally lift and/or move up to twenty (20) pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time or without notice.

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Compensation: $76,000-$107,000 (Dependent on Experience) +  Bonus potential

Benefits: Mariner Finance offers comprehensive benefits to eligible employees, including: 

• Health Insurance - Health Savings Account (HSA) with employer contributions if enrolled in a qualifying plan, Flexible Spending Account (FSA), and Dependent Care FSA
• Vision Insurance
• Dental Insurance
• Company-paid Basic Life, Long-Term Disability, and AD&D Insurance
• Voluntary worksite benefits including Accident, Critical Illness, Hospital Indemnity, Short-Term Disability, Supplemental Life, and Supplemental AD&D Insurance
• 401(k) and Company Matching Contributions
• Paid Time Off - full-time employees may accrue a minimum of 120 hours per year
• 11 Paid Holidays
• FMLA
• Employee Assistance Program (EAP)
• Paid Parental Leave 
• Referral Incentives
• Education Assistance Program 
• Complimentary FIMC Membership Plan 
• Access to industry-specific training programs
• Certain roles may qualify for additional benefits such as Relocation Assistance, Debt Assistance, Cell Phone Reimbursement, and Travel/Auto Reimbursement. Contact careers@marinerfinance.com for additional information. 

Benefits provided are consistent with applicable state laws and Company policies. Eligibility may vary based on full-time or part-time status, location, or management level.  

For additional information, please visit: https://www.marinerfinance.com/careers/benefits/

Mariner Finance is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, creed, sex, gender, gender identity or expression, marital status, age, religion, national origin, sexual orientation, familial or caregiver status, citizenship status, status as a victim of domestic violence, medical condition, genetic information, pregnancy, physical or mental disability, or status as a disabled or Vietnam era veteran. Employee must be able to perform the essential duties/functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential duties/functions of their job, absent undue hardship. Drug/Alcohol/Smoke-free workplace.