Sr. Telephony Engineer- WFH
Posted on Indeed on Mar 27, 2021
Overview:
The Technology Team plays a crucial role in accelerating the Company's growth through significantly improved business applications and information management leveraging a blend of technologies. The Senior Telephony Engineer will be part of a team that is responsible for managing our telephony platform, ensuring the call center, back office users and remote employees run securely and efficiently on a resilient scalable platform. The Telephony Team provides both technical and functional support to business and technology users, vendors and our clients.

A DAY IN THE LIFE
In this role, you will…
  • Recommend new technologies and methods to improve system efficiency and operation
  • Streamline and modernize all aspects of infrastructure - build, manage and improve day-to-day
  • Create, update and adhere to policies and procedures that align with the strategic objectives of the organization
  • Mentor junior level engineers
  • Partner with the technology and business leaders to identify and implement technology solutions to improve business results
  • Manage daily ticket queue resolutions, monitor and health check and reporting
WHO YOU ARE

You possess …

  • Ability to negotiate IT Telephony priorities and release with business stakeholders and engineering
  • Ability to work in a collaborative team environment
  • Ability to build, grow and lead Telephony team
  • Ability to influence and drive cross-functionally at all levels and leads multiple high priority projects
  • Excellent troubleshooting skills
  • Knowledge of emerging trends in technology and mortgage industry

WHO WE ARE

About us …
LoanCare is a leading national provider of full service subservicing and interim subservicing to the mortgage industry and has offered its expertise and best practices in providing servicing solutions for others since 1991. At the present time, LoanCare subservices over 1 million loans in 50 states. LoanCare has a seasoned loan servicing team with senior managers averaging nearly 30 years of experience in the mortgage and financial services industry.

LoanCare, its affiliates and subsidiaries, are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.

Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.

WORK FROM HOME

About remote employment …

LoanCare provides virtual training and support so employees working from home can be successful. You will never be alone on your journey as you will connect through Teams video chat, so that you remain engaged and form relationships with your leadership team and coworkers. We offer online/remote Training, which is both dynamic and interactive, so you get the most out of the training opportunities. Our Training department also offers a large number of free on-demand online training courses that you can take to help you grow and expand your skills and knowledge.

As an added benefit for Remote Employees, we offer exciting engagement opportunities, such as fitness classes, contests and fun seminars/learning activities that you can participate in from the comfort of your own home.

We provide all of the necessary equipment; all you need to provide is a quiet, private place in your home and a high speed internet connection with a minimum network download speed of 25 megabits per second (mbps) and a minimum network upload speed of 10 mbps. Remote employees will be required to sign a Telecommuting Agreement in addition to the job description.
Responsibilities:
DETAILED JOB DUTIES
  • Utilize logical problem solving to find creative solutions to problems in the environment on a broad scale.
  • Work with SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and SBC devices
  • Work with stakeholders and other technical teams to collect business and technical requirements and design / deliver enterprise level solutions.
  • Create and update technical documentation of operating procedures as needed.
  • Serve as a technical expert for Tier 1/2/3 support groups.
  • Collaborate and communicates with architects with internal departments and vendor partners.
  • Own and lead discussions with business regarding technology solutions, implementations, upgrades, enhancements and conversions. Recommend solutions as appropriate.
  • Support IT goals, objectives and projects.
  • Provide problem solving leadership based on experience with the technology.
  • Act as a senior member of the Telephony Support Team in providing timely and efficient support to assigned operations; coordinate day-to-day operations, run projects and assign tasks to tier 1/2/3 engineers.
  • Take complex information and present it in a clear, concise manner and be able to explain it further if required.
  • Collaborate in assessing current and expected communications needs, configuration, maintenance, optimization and documentation of the Telephony infrastructure.
  • Follow and apply configuration and security standards and policies within a defined Change Management process.
  • Assist with implementing solutions for hardware and software. Implement common preventive maintenance practices for hardware and software.
  • Ensure that system improvements and changes are implemented correctly and completely and monitor all effects of the modifications.
  • Establish/recommend policies on system use and services.
  • Perform common administrative tasks such as reviewing system logs, setting up new users and monthly audits of permission levels
  • Deployment and support of enterprise software including third-party and in-house applications.
  • Acts as an escalation point for enterprise IT staff for Telephony platform issues and Corporate IT standards.
  • All other duties as assigned.
Qualifications:
MINIMUM QUALIFICATIONS

  • High School Diploma or equivalent required.
  • Bachelor’s Degree in Computer Science, Electrical Engineering or related field preferred; or an equivalent combination of education and work experience.
  • Minimum of 10+ years direct experience with VoIP administration and maintenance, supporting mid-sized company with 75+ million revenue
  • 8+ years’ experience with Contact Center Technologies
  • 10+ years hands on experience in troubleshooting, performance tuning, and problem resolution
  • Ability to understand complex network topologies, NAT traversal, Firewalls, Information Security, troubleshoot packet loss and delay, jitter, CODECs
  • Demonstrated professional experience in Cisco UCS administration and design
  • In-depth knowledge of Genesys Platforms, including:
    • Environment management in Interaction Administrator
    • Interaction flow development in Interaction Attendant
    • Customizations through Handlers
    • Experience with PureConnect APIs and SDKs
    • Familiar with PureConnect database
    • Environment Upgrades
    • Switchover Management
  • Fluent in Transact-SQL and Powershell
  • Certified in Genesys and able to open trouble tickets
  • Comfortable being a liaison between business needs and technology capabilities.
  • Proven ability to multi-task between operational and project related work efforts
  • Demonstrated ability to seek out existing or emerging industry practices when solving business and technology problems
  • Ability to interact with users of varying levels of technological understanding
  • Strong documentation skills working with business and technical requirements
  • Experience in defining and documenting technology processes and solutions
  • Strong verbal and written communication skills
  • Strong organizational skills with attention to detail
  • Ability to prioritize work and approach tasks with a sense of urgency
  • Ability to work independently and as a team and manage multiple projects efficiently
  • Effective in a fast pace environment, enjoys working in teams, and is a self-starter/motivator
  • Visio skills preferred

WORK CONDITIONS

Working conditions are normal for an office environment. Ability to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance. Over time required as necessary. Ability to work non-standard work hours and/or weekends when required to support on-call, maintenance windows or emergencies.

Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.

ESSENTIAL FUNCTIONS
Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Reading Comprehension
— Understanding written sentences and paragraphs in work related documents

English Language
— Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Speaking
— Talking to others to convey information effectively.

Active Learning
— Understanding the implications of new information for both current and future problem-solving and decision-making.

Active Listening
— Giving full attention to what other people is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Instructing
— Teaching others how to do something.

Judgment and Decision Making
— Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Time Management
— Managing one's own time and the time of others.
Writing — Communicating effectively in writing as appropriate for the needs of the audience.

Complex Problem Solving —
Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Deductive Reasoning —
The ability to apply general rules to specific problems to produce answers that make sense.

Problem Sensitivity —
The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

Written Comprehension —
The ability to read and understand information and ideas presented in writing.

Inductive Reasoning —
The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

Information Ordering
— The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).

Near Vision —
The ability to see details at close range (within a few feet of the observer).

Oral Comprehension —
The ability to listen to and understand information and ideas presented through spoken words and sentences.

Oral Expression —
The ability to communicate information and ideas in speaking so others will understand.

Speech Recognition —
The ability to identify and understand the speech of another person.

Speech Clarity —
The ability to speak clearly so others can understand you.

PHYSICAL DEMANDS

Sitting up to 90% of time

Walking and standing up to 10% of time

Occasional lifting, stooping, kneeling, crouching and reaching.

EQUAL EMPLOYMENT OPPORTUNITY

LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.

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