Telephony Engineer I - Genesys

  • Job Reference: 164569877-2
  • Date Posted: 1 August 2020
  • Recruiter: US Cellular
  • Location: Knoxville, Tennessee
  • Salary: On Application
  • Sector: Education/Training
  • Job Type: Permanent

Job Description

Telephony Engineer I - Genesys - INF001388

Our Telephony Engineers plan, design, implement and support Telephony related technologies including IP Telephony platforms, Gateways, Session Border Controllers, Genesys SIP Server, SIP Endpoints, GAX, Feature Server, Interaction Recording, VoIP Networking Architecture and Databases. They also provide subject matter expertise around the specific telephony technologies. They provide project management for the deployment of infrastructure projects and act as the primary vendor interface and tier-three support for telephony technologies provided and supported by vendors. This position also troubleshoots and resolves operational outage and it pertains to Telephony in our production environment.

Location Note: This role can be performed out of any of our call center locations. The options in no particular order of preference are:

  • Knoxville, TN
  • Tulsa, OK
  • Marion, IA
  • Madison, WI
  • Chicago, IL
  • Waukesha, WI

Essential Functions

  • Provides planning, design, development, and implementation of Telephony related infrastructure technologies including large Genesys call center applications, GVP IVR, Outbound dialer, VoIP Networking Architecture, Databases, ACDs / PBXs and IP Telephony platforms.
  • Provide project management for the deployment of infrastructure projects, as well as act as primary vendor interface and tier-three support for applications and technologies provided and supported by vendors.
  • Identify and lead changes needed in the infrastructure configuration to achieve the technology organization goals.
  • Lead project management oversight for infrastructure implementation projects.
  • Implement technology and infrastructure changes for platforms, performance and scoring.
  • Analyze system response and determine tuning recommendations to improve performance.
  • Manage effective issue identification and resolution process; serve as the focal point for infrastructure-related issues / crisis resolution.
  • Demonstrate strong analytical and critical decision-making skills
  • Must be able to support on-call rotation & overnight work as needed

Required Experience

  • Bachelor's degree, specialized training or equivalent work experience required
  • It is required that the associate has a good understanding of QOS with emphasis on VoIP, SIP, and TCP/IP networking
  • The associate must have at least 5-7 years of experience within Telephony / Call Center technologies space. Examples of the relevant Call Center Technologies are:
    • Genesys - SIP Server, Interaction Server
    • Genesys - Workspace Desktop Edition (WDE)
    • Genesys - Feature Server & GAX
    • Genesys - Outbound Contact Server (OCS)
    • Genesys SIP Endpoints

  • It is required that the associate has a good level of knowledge of LAN/WAN and firewall policies
  • Knowledgeable of CTI desktop integration and Quality Monitoring tools
  • Current technical experience relevant to VoIP infrastructure, including telephony capacity metrics, SIP and CTI messaging, and vendor support

The Telephony Engineer I - Genesys is NOT expected to know all the skills listed below at any given point in their career. The critical skills will depend on their current level and specific responsibilities within IS organization. Instead, this list includes typical skills/technology that a Telephony Engineer I - Genesys will be exposed to in this role and thus may be required to demonstrate over the course of this role.

  • Genesys - ICON / InfoMart
  • Genesys Callback
  • Genesys Interaction Recording (GIR)
  • Red Hat Linux
  • Oracle Database
  • Virtual Hold Technologies - Virtual Hold (VHT)
  • Audio Codes PSTN Gateways & Oracle SBCs
  • Oracle (Acme Packet) Session Border Controller (SBC)
  • PCI Segmentation

Job : Information Technology

Location(s) : Tennessee-KNOXVILLE_TN Wisconsin-MADISON_WI, Oklahoma-TULSA_OK, Illinois-CHICAGO_IL, Iowa-MARION_IA, Wisconsin-WAUKESHA_WI

U.S. Cellular® is an EEO employer and gives consideration to qualified applicants without regard to race/color/age/religion/sex/sexual orientation/gender identity/national origin/disability/veteran status, pregnancy or genetic information.