Job Description

Job Description

Are you looking for a fantastic career at Essential Utilities? We have an exciting opportunity for a Telecom Engineer II to join the Telecommunications team!

GENERAL FUNCTIONS:

An Engineering Role which entails assisting with the design, implementation, support, and the analysis of corporate telecom (voice) technologies and contact center applications.

The corporate telecom technologies include a centralized PBX with IP, digital and analog endpoints, SIP trunking, Session Border Controllers, and automated outbound platform. The contact center applications include an Omni Channel ACD with IVR and CRM integrations, call recording and WFM.

This position will provide recommendations to the Voice Manager for technical improvements and roadmap development based on analysis and input from other staff members.

RESPONSIBILITIES AND DUTIES:

• Take a leading role in the development of the technical design, build, and support for Essential’s telecom network and contact center architecture. This includes ensuring appropriate performance, capacity, resiliency, security practices and redundancy for all platforms including cloud hosted solutions.
• Work independently acting as relationship manager with internal business partners and application team to ensure optimal design and performance of contact center applications.
• Work with telecom analyst to provide system administration to insure the appropriate installation, support and maintenance of the corporate telecom systems and associated hardware, software and applications.
• Serve as subject matter expert on key technology trends in the industry leading to innovative solutions for business problems and initiatives.
• Monitor systems to ensure appropriate performance and SLA’s are not violated. Must have the ability to troubleshoot PBX, Call Recording, Key Systems, IXC, LEC, Contact Center, UCC technologies. Provide daily and ad hoc system performance reports to management.
• Create and maintain comprehensive documentation as it relates to telecom and contact center operations topology. Provide required documentation for operational handover from design and build phase of projects.
• Facilitate the implementation of appropriate change management procedures following formal and informal processes when implementing production system changes.
• Ensure timely resolution of incident management events and request fulfillment in accordance with defined Service Desk policies and procedures.

SPECIAL EDUCATIONAL OR REGISTRATION QUALIFICATIONS:

• A 4-year degree in Information Technology / Computer Science field, and a minimum of 3 years’ experience in Information Technology Systems Engineering.
• Telephony Platform Certifications such as Atos/Unify, Avaya or Cisco.
• Cisco CCNA preferred.
• Demonstrated experience with Omni Channel Call Center Routing, Quality Recording Systems (Voice and Screen), Inter Exchange and Local (IXC/LEC) Carriers, Contact Center applications including IVR. Wide Area Network (WAN): MPLS and VPN. Telecom Call routing for DID, DOD, VOIP, TFN, Skills Based and SIP.
• Business Continuity/Disaster Recovery.

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