Lead Telecomm/Voice Engineer

Profile

Description

The Lead Telecomm/Voice Engineer is responsible for designing and implementing all or part of the organization's complex telecommunications infrastructure in line with pre-identified business needs and requirements. The Lead Telecomm/Voice Engineer works on problems of diverse scope and complexity ranging from moderate to substantial.

Responsibilities

The Lead Telecomm/Voice Engineer may support of one or more of the following: the PBX infrastructure, Voice over IP, IVR, voicemail services, wireless devices, call routing technologies, Audio/Video conferencing, WebEx, and related telephony services. The complex infrastructure may include multiple technologies from multiple vendors, such as CISCO Unified Communications, Avaya, Oracle SBC and Genesys configurations, and others. This position employs recognized best practices to minimize unplanned service outages and maintain facility availability. This position may coordinate with other IT functional areas on systems upgrades or modifications, to minimize disruptions. This position troubleshoots more complex problems that have escalated within the telecommunications function. This position may lead teams of telecommunications professionals involved in the design of complex configurations or in the evaluation and administration of the telecommunications system. Advises executives to develop functional strategies (often segment specific) on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision, Uses independent judgment requiring analysis of variable factors and determining the best course of action.

Required Qualifications

Bachelor's degree in computer science or related field OR equivalent experience in lieu of degree

7 or more years of telecommunications/voice technical experience

Experience with contact center technology platforms, specifically Oracle SBC and Avaya products.

Expert in VoIP Protocols SIP/SIPREC/RTP and troubleshooting

Expert in Contact Center and dial plan session management and routing

Prior experience in Contact Center Operations supporting production system availability

Designing and implementing complex telecommunications infrastructure

Expert troubleshooting escalated complex telecommunications problems

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

Monitoring tools - Prognosis/ Oracle Enterprise Operations Monitor/Wireshark

Agile/SAFe environment

DevOps / SRE

Additional Information

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com