Sr. Voice Engineer I

Yum! Brands; Plano (TX); On-site; USD 109,000 - 135,000; Full time

Job summary

Yum! Brands is seeking a Senior Voice Engineer to shape the future state of voice infrastructure within the Global Enterprise Technology Solutions (GETS) Collaboration Strategy team.

The role covers enterprise voice, Microsoft Teams/Teams Phone, Webex Contact Center, and Office 365, with a focus on roadmap development and vendor relationships. Responsibilities include coordinating with Operations Engineers, scripting and data gathering, and providing weekly progress reports.

Qualifications

• Some college preferred or equivalent work experience.
• Education in business and/or information systems.
• Voice Certifications from Microsoft or Cisco preferred.

Responsibilities

• Develop and maintain roadmaps for voice and contact center technologies.
• Write scripts, request access, and gather data to solve complex problems.
• Provide weekly status reports to leadership.
• Document and facilitate new processes for production issues.
• Manage voice service contracts and vendor relationships.

Skills

Voice engineering

Microsoft Teams Enterprise Voice

Cisco Webex Contact Center

Vendor management

Communication skills

Troubleshooting

Education

Some college or equivalent experience

Business/Information Systems education

Voice Certifications (Microsoft or Cisco)

Tools

Microsoft Teams

Webex Contact Center

Office 365

Job description

Tell Me About The Job

The Global Enterprise Technology Solutions (GETS) Senior Voice Engineer will be a part of the Collaboration Strategy team helping architect and design the future state of the voice infrastructure. This candidate should have a broad set of IT knowledge, including but not limited to enterprise voice solutions, Microsoft Teams and Teams Phone technologies, Webex Contact Center, Office 365, and enterprise network fundamentals. Examples of primary objectives include developing the roadmap for telephony solutions, testing and researching new voice technologies, and managing vendor relationships. The engineer will work closely with other teams and departments daily to help them get the information they need to make better business decisions.

What Does Success Look Like?

• Managing Voice Service contracts and vendor relationships to ensure top-tier service and right-sized solutions
• Sustaining on-going knowledge of voice industry trends and providing recommendations for process improvements and procedural changes
• Displaying a customer obsessed service mindset when working with our Brands and internal customers
• Using creative and critical thinking to create solutions to problems

Daily Operations

• Working with Operations Engineers to determine problem areas they need assistance with when it comes to voice technologies
• Working independently to write scripts, request access, and find necessary data to solve complex problems
• Creating awareness of production issues and/or risks to Leadership
• Facilitating and documenting conversations to establish new processes
• Provide weekly status reports to manager showing priorities and progress
• Creating and maintaining a roadmap for voice and Contact Center technologies

Background and Education Required

• Some college preferred or equivalent work experience
• Education in business and/or information systems
• Voice Certifications from Microsoft or Cisco preferred

EXPERIENCE (and Other Qualifications)

• 3-5 years of technical engineering experience in collaboration platforms from multiple vendors
• 3-5 years of Enterprise Voice administration experience with knowledge of Microsoft Teams Enterprise Voice or Cisco Webex Contact Center
• Webex Contact Center reporting or development experience preferred
• Experience in vendor management and internal customer service

Other Skills/Characteristics

• Possesses exceptional interpersonal and communication skills, both oral and written. Ability to articulate ideas to both technical and non-technical audiences.
• Self-motivated, self-learner, high energy with strong organizational skills.
• A team player who favors a collaborative approach when working with internal and external providers with the ability to build trust with others through a commitment to the highest ethical and professional standards
• Advanced troubleshooting skills and methodology to determine root cause
• Mentor mindset when it comes to junior engineers and colleagues

Salary Range: $109,400 to $135,100 annually + bonus eligibility. This is the expected salary range for this position. Ultimately, in determining pay, we'll consider the successful candidate’s location, experience, and other job-related factors.