Telecommunications Engineer II

access methods, communication protocols and standards.

Prepares and maintains telecom infrastructure documentation of topology, device/system configurations and dial plan.

Performs the decom of legacy telecommunications infrastructure.

Maintain and update voice portals for carriers including call routes for DIDs, and Toll-Free Numbers.

Required Qualifications:

2-3 years' experience with telecommunications network design, architecture, and support.

Must have hands-on telephony experience in support of enterprise PBX systems with the ability to troubleshoot, analyze and remediate common issues including support of

SBC's, SIP, VoIP telephones, etc.

Considerable knowledge and experience working with SIP/RTP/WebRTC protocols

Considerable experience with Contact Centers (on-prem and cloud-based), including Salesforce CRM, ServiceNow, WFM/WFO, Display Boards and reporting tools.

Ability to participate on a On-Call rotation

Experience with formal change management

Knowledge of wire shark or similar products required

Understanding of Agile methodologies, such and Kanban or SCRUM

(Experience, Education, Certification, License and Training)

Bachelor's Degree in IT Related program or relevant experience

Previous experience supporting call center environments required

Previous experience inspecting network traffic from a voice perspective a plus

Preferred Qualifications:

RingCentral and NICE inContact product experience and/or relevant experience in key competitor offerings are preferred.

Demonstrated ability to implement, drive and track projects.

Experience in IVR/Speech Recognition, Scripting, Self-Service, Call Routing, Workforce Management, Call Recording is a plus.