Voice Application Engineer
Company Name:
The Bancorp Bank
Provide voice application support and management for the company's voice, data and contact center environments. Support a variety of systems including voicemail, Conference Bridge, mobile devices, video conferencing, Call Center applications, Call Recording system, screen recording system, IVR, ACD, call routing and scheduling.
1. Design telecommunications solutions to meet critical voice and contact center client requirements. Ensure that system access and availability is within company parameters and that solutions support multiple US and global locations as well as meet anticipated current and future business needs from a growth and complexity perspective. Consult with business leaders as needed to understand and assess needs.
2. Monitor service desk tickets for issues and requests involving voice communications software and hardware. Respond to tickets within established departmental service level agreements, question end users to obtain additional information and details on the issue, and problem-solves resolutions within scope of authority. May involve working with third party vendors and contractors.
3. Partner with voice and data service providers to order equipment, configure voice applications and systems, and resolve issues. May research and recommend vendors as needed. May provide reports to management on vendor performance and issues.
4. Troubleshoot and track issues and requests. Draft status reports and metrics to identify patterns or trends in voice system performance and make recommendations as needed on system or network changes needed to address problems.
5. Coordinate system upgrade and elevation schedules with internal and external clients and providers. Work closely with vendors on specifications to support upgrades and ensure proper integration and implementation into the company environment.
6. Install, configure, and test assigned voice network and telecommunications systems.
7. Develop close working relationships with network, system administration and desktop support teams to communicate issues and concerns, keep informed about upcoming projects, and address problems.
8. Monitor system alerts and ensure uninterrupted access to all voice telecommunications systems and features. Provide action and communicate end users as needed when issues arise.
9. Perform other related duties as assigned.
Education/
Experience:
An undergraduate degree in a related field or an equivalent combination of training and experience.
A minimum of 5 years related experience with IP telephony/CTI applications which include call routing, LCR, MCI/SMDI, CTI, Contact Center and ACD.
A minimum of 3 years' experience in a network/switching environment
CCNA or CCNA Voice and Microsoft MCP certifications desired
Other
Qualifications:
Strong working knowledge of Windows and Linux PC and Server configuration, Cisco switch configuration, QoS, NEC 8500 and 8300, Cisco call Manager, TFB IVR platforms or equivalent IVR routing and scripting.
Ability to troubleshoot device and application connectivity issues using Wireshark, SPAN, etc.
Experience with Enterprise PBX maintenance and configuration in a multi-site enviroment
Experience in a Hi Availability environment
Excellent verbal, written, and interpersonal communication skills
A team player able to work effectively in a team fostered, multi-tasking environment
Proficient in Microsoft Office suite, e.g. Excel, Visio, PowerPoint, Word, Outlook
Must have a valid driver's license
Position participates in on-call rotation and must be available to work during non-business hours
Position is required to travel
The Bancorp is an Equal Opportunity Employer Estimated Salary: $20 to $28 per hour based on qualifications.
The Bancorp Bank
Provide voice application support and management for the company's voice, data and contact center environments. Support a variety of systems including voicemail, Conference Bridge, mobile devices, video conferencing, Call Center applications, Call Recording system, screen recording system, IVR, ACD, call routing and scheduling.
1. Design telecommunications solutions to meet critical voice and contact center client requirements. Ensure that system access and availability is within company parameters and that solutions support multiple US and global locations as well as meet anticipated current and future business needs from a growth and complexity perspective. Consult with business leaders as needed to understand and assess needs.
2. Monitor service desk tickets for issues and requests involving voice communications software and hardware. Respond to tickets within established departmental service level agreements, question end users to obtain additional information and details on the issue, and problem-solves resolutions within scope of authority. May involve working with third party vendors and contractors.
3. Partner with voice and data service providers to order equipment, configure voice applications and systems, and resolve issues. May research and recommend vendors as needed. May provide reports to management on vendor performance and issues.
4. Troubleshoot and track issues and requests. Draft status reports and metrics to identify patterns or trends in voice system performance and make recommendations as needed on system or network changes needed to address problems.
5. Coordinate system upgrade and elevation schedules with internal and external clients and providers. Work closely with vendors on specifications to support upgrades and ensure proper integration and implementation into the company environment.
6. Install, configure, and test assigned voice network and telecommunications systems.
7. Develop close working relationships with network, system administration and desktop support teams to communicate issues and concerns, keep informed about upcoming projects, and address problems.
8. Monitor system alerts and ensure uninterrupted access to all voice telecommunications systems and features. Provide action and communicate end users as needed when issues arise.
9. Perform other related duties as assigned.
Education/
Experience:
An undergraduate degree in a related field or an equivalent combination of training and experience.
A minimum of 5 years related experience with IP telephony/CTI applications which include call routing, LCR, MCI/SMDI, CTI, Contact Center and ACD.
A minimum of 3 years' experience in a network/switching environment
CCNA or CCNA Voice and Microsoft MCP certifications desired
Other
Qualifications:
Strong working knowledge of Windows and Linux PC and Server configuration, Cisco switch configuration, QoS, NEC 8500 and 8300, Cisco call Manager, TFB IVR platforms or equivalent IVR routing and scripting.
Ability to troubleshoot device and application connectivity issues using Wireshark, SPAN, etc.
Experience with Enterprise PBX maintenance and configuration in a multi-site enviroment
Experience in a Hi Availability environment
Excellent verbal, written, and interpersonal communication skills
A team player able to work effectively in a team fostered, multi-tasking environment
Proficient in Microsoft Office suite, e.g. Excel, Visio, PowerPoint, Word, Outlook
Must have a valid driver's license
Position participates in on-call rotation and must be available to work during non-business hours
Position is required to travel
The Bancorp is an Equal Opportunity Employer Estimated Salary: $20 to $28 per hour based on qualifications.
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