Telecom Engineer

Wyndham; Florida; Hybrid; USD 90,000 - 130,000; Full time

Job summary

Travel + Leisure Co. in the United States seeks a Telecom Engineer to design, develop, document and implement contact center telephony infrastructure, scripting, and related applications.

You will work with vendors and internal teams to evaluate new technologies, ensure interoperability with desktop, networks, security and compliance, and gather business requirements. Travel may be required to support domestic and international initiatives; on-call support is 24x7.

Qualifications

• Bachelor's degree in computer information systems, telecommunications, or related field; 5+ years of relevant experience.
• CCaaS and UCaaS training is preferred.
• NICE/CXOne training and certifications are preferred.
• Neva training is a plus.
• Strong oral and written communication; able to work long hours during outages and implementations.
• Knowledge of WAN/LAN technologies and VoIP/SIP call routing protocols; TCP/IP routers, SBCs, servers, switches, firewalls, DNS, DHCP and Citrix Desktop deployments.
• Some experience leading and directing others.
• Experience working with engineers, IT peers, and vendors to drive resolutions.

Responsibilities

• Design, develop, document and implement contact center telephony infrastructure, scripting and applications.
• Work with vendors and internal resources to evaluate and propose innovative technologies and methodologies.
• Ensure interoperability with desktop, networks, security and compliance.
• Assist in gathering and documenting business requirements.
• Be on-call 24x7 to support telecommunications infrastructure.
• Travel may be required to support domestic and international initiatives.
• Coordinate with cross-functional teams to minimize incidents during changes and upgrades.

Skills

CCaaS Training

UCaaS Training

NICE CXOne

Neva Training

VoIP/SIP

WAN/LAN Tech

Communication Skills

Leadership Experience

Scripting

Education

Bachelor's degree in Computer Information Systems, Telecommunications, or related technical field

Tools

Citrix Desktop

Job description

We Put the World on Vacation

Travel + Leisure Co. is the world's leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

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 techni