Enterprise Holdings Telecom Engineer in St. Louis, Missouri

Equal Opportunity Employer/Disability/Veterans

The St. Louis Contact Center for Enterprise Holdings EAN Services, LLC is excited to announce it currently has an opening for a Telecom Engineer within our Telecom department! This is an exciting opportunity for anyone seeking to lead the effort on architecture designs for new IVR solutions, and work with moderately complex engineering and/or analytical activities associated with multiple technical areas within the telecom function. The primary focus will be capturing the business requirements while working with selected vendors to develop, document, implement and monitor natural language speech IVRs.

The regular schedule for this position is Monday-Friday with a start time between 7am-9am, with flexibility based on business needs. Interested candidates will need to be available to work a flexible schedule (on-call, weekend and overnight implementations).

  • Research, evaluate and propose new voice related technologies and solutions

  • Coordinate the installation and testing of telecommunication hardware and software

  • Ensure processes and procedures are in place to support the development of new technology and services; initiate knowledge transfer to the team

  • Monitor switches, trunks, licenses and voicemail capacities and creates reports, evaluate findings and recommend changes to management as appropriate

  • Coordinate modifications, repairs and preventative maintenance on telecommunication equipment and adjunct or related systems; determine schedules, monitor progress and track completion

  • Troubleshoot problems quickly to determine the appropriate resolution path, server as technical consultant to identify needs and determine solution; provide cost estimates; recommend preferred solution to stakeholders

  • Provide technical escalation and assistance to the team; collaborate with vendors to resolve issues as appropriate; monitor vendor services and performance and recommend changes as appropriate

  • Develop business continuity and disaster recovery plans and assist with the annual test of such plans

  • Develop and maintain required product knowledge and technical skills

  • Develop and sustain a method to maintain the telephony hardware/software

  • Perform miscellaneous job-related duties as assigned

  • Must not require work authorization sponsorship from our company for an employment-based work permit or other work authorization document

  • Bachelor’s Degree preferred

  • 3 or more years of Telecom related experience required

  • CTP (Convergence Technologies Professional) certification or Avaya/Network Plus equivalent preferred

  • Vendor certification a plus - Avaya Preferred

  • Must have intermediate or above knowledge of Microsoft products as related to voice systems including Office, SQL tool, Visio etc.

  • Must be able to work 40-50 hours per week, with flexibility based on business need

Qualified Candidates must also possess the following:

  • Intermediate knowledge of Voice Network Infrastructure and supporting systems (Voicemail, IVR, Quality Monitoring, etc)

  • Intermediate or above experience with network providers and circuit provisioning

  • Intermediate call routing/vectoring and ACD programming skills prefer Avaya vectoring and ACD systems administration

  • Intermediate knowledge of Avaya Voice Network Infrastructure, Avaya S8700, Communications Manager 5.0 and peripheral devices including AES, Voice Portal, and Verint (May not be required for some roles)

  • Intermediate experience with telecom network providers and circuit provisioning

  • Knowledge of Red Hat Linux and Unix as relates to telephony systems and command line interface preferred

  • Proven ability to plan and implement voice networks

  • High threshold to perform during pressure situations

  • Strong work ethic

  • Exceptional problem-solving, organizational and multi-tasking skills required

  • Exceptional customer service and communication skills – must be able to communicate, verbally and in writing, in a clear concise manner to peers, vendors and management

  • Ability to maintain confidential information

  • Strong time management and organizational skills

  • Comfortable working independently or in a team

  • Strong sense of initiative, requiring little direct supervision

Requisition Number: 2017-206207

External Company URL: www.erac.com