Telecom EngineerFull time; ExemptLocation; Lake Zurich, IL, USDepartment: PC /LANDovenmuehle Mortgage, Inc. ( Dovenmuehle ) is the leading mortgage subservicing firm in the United States with several hundred financial institution clients nationwide.General Description: This role is responsible for supporting and administering existing Avaya Aura/Elite contact center technology and for designing and implementing new solutions as well as implementation, configuration, daily operation and upgrading of core Avaya Aura Products including System Manager, Session Manager, Communication Manager, Media Server, Voice Gateways, Application Enablement (AES), Avaya Experience Portal. Develop and implement call routing plans, vectors, VDNs, IVR scripts.Essential Functions and duties:
- Coordinate with telecommunications vendors to ensure appropriate platform integration and performance.
- Work with carriers implementing and troubleshooting solutions.
- Takes charge of the telecom platforms and leads the direction on best practices for supporting a SIP infrastructure.
- Analyze system and application data to ensure system stability and improve system performance.
- Implement and maintain cross-connect fields, patch panels and various analog and digital signaling systems.
- Successfully complete annual regulatory compliance training.
- Performs other related duties as assigned.
- Candidates must be available for after-hours work.
- On call rotation.
- Infrastructure Maintenance
- Develop and or recommend technical strategies and solutions to maintain and/or expand service levels.
- Monitor, operate, install and maintain telecommunications solutions and equipment in addition to troubleshooting any type of hardware, software or circuit problems to ensure that solutions perform in a manner which best meets business needs and objectives.
- Perform telecom network software installations, maintenance and support of databases for system maintenance, call detail reporting Performs moves, adds, and changes, fault isolation and resolution, and end-user support.
- Successfully complete annual regulatory compliance training.
- Performs other related duties as assigned.
Required Qualifications:
- Proven experience in Avaya IP Telephony solutions.
- Must have exceptional communication and interpersonal skills to effectively communicate, brief, present, train, and negotiate with a wide range of personnel including Sr. Executives, Vendors and other telecom carriers.
- 5+ years of Avaya experience including troubleshooting within a SIP background, Avaya Session Manager and VOIP QOS etc.
- Experience with Avaya, Communication Managers, Aura Messaging, CMS, Avaya Enablement Server, Proactive Contact Dialer/POM, Avaya SIP Enablement Servers, Breeze, Oceana.
- Must have a working knowledge of connectivity such as T1s, DS3s, MPLS, fiber optics, SIP and VPN.
- Must be able to lift and/or push 20 - 40 lbs. of electronic/communications equipment.
- Must be able to stoop, kneel, and stand to access server equipment.
- Experience with SBC, CCaaS, IVR, SQL or PowerShell knowledge would be advantageous.
Physical Demands and Work Environment:The employee must be comfortable in either an on-site office setting, or a quiet, designated work from home space that is free from distractions and noise. The employee is regularly required to communicate (give/receive) information through multiple methods of communication with clear understanding from others. Must be able to exchange accurate information in these situations. The employee must be able to remain in a stationary position and move about the organization or remote office. The employee is frequently required to stand or walk (or otherwise move through the organization); sit; use hands to type, write, handle, or feel and reach. May occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs. Employees may be required to type and utilize a computer for long periods of time.The employee may be required to frequently operate a standard variety of office equipment including computers, calculators, copy machines, computer printers and phones. The noise level, if working on-site, is usually moderate and typical of an office environment. In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodations to the job or work environment when doing so will enable an employee with a qualified disability to satisfactorily perform the essential functions of the job.