Job Description
Job Overview:
A financial institution in the Atlanta area is seeking an IT Telecom Engineer to join their team. The IT Telecom Engineer is responsible all Telecommunications matters and day-to-day support of both centralized and end-user voice and telecom solutions with close collaboration with IT Engineering, IT Desktop Support, and Corporate Real Estate for physical installations. The Engineer will plan and help execute IT and enterprise-wide telecom-related projects and initiatives including strategic planning, architectural design, day-to-day administration & operations, and support of telephony systems (including VoIP and legacy PBX systems). Additionally, the IT Telecom Engineer will be responsible for building, organizing, and managing vendor relationships. They must have deep and broad hands-on experience and be a strategic thinker. This role entails regular 24x7 off-hours escalation responsibilities and will report to the IT Network and Telecom Engineering Manager within the IT Engineering organization.
* Develop, execute, maintain, and support technology for our first-class member call center.
* Create and implement an administration and improvement strategy to maximize uptime and service delivery in accordance with business needs and priorities.
* Mitigate risks to Telecom service and ensure its availability by assessing, communicating, and triaging operational threats.
Required Skills & Experience
* 3+ years of experience in leading a corporate call center Telecom environment.
* 3+ years of experience managing and supporting mid to large telephony-based systems (PBX, IVR, Call Center), such as Avaya.
* 3+ years of operational and hands-on experience working with call center and telephony supporting technologies, including call recording and resource management, such as Teleopti or KnoahSoft/Harmony.
* 3+ years of experience managing circuit providers.
* 3+ years of experience configuring and implementing telephony technologies, such as VoIP or call center integrations.
* Experience working with monitoring systems, tracking historic metrics, and demonstrating the ability to facilitate performance and environmental improvements.
* Experience improving operational processes and procedures.
* Must be able to understand and direct troubleshooting of telephony systems.
* Sound working knowledge of local and wide area network concepts, protocols and implementations.
* Experience with voice-recording compliance.
* Operational experience supporting 911 systems and reporting for regulatory compliance
* Must be able to effectively lead engineering teams as well as mentor and foster a team atmosphere between IT functional groups.
* Excellent written and verbal communication skills.
Nice to Have Skills & Experience
* Bachelor's Degree in Information Technology or related field.
* Experience in credit union or financial services industry.
* Industry pertinent certifications, such as the Avaya Certified Implementation Specialist (ACIS) or the Avaya Certified Support Specialist (ACSS).
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.