Worldpay · 6 hours ago

Senior Voice Network Engineer

United States

Full-time

Remote

Mid, Senior Level

$105K/yr - $177K/yr

4+ years exp

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Responsibilities

As a Senior Voice Network Engineer, implements Worldpay's cloud strategy from a technical perspective, including design, planning, integration, maintenance and support of the cloud architecture.

Collaborate with stakeholders to understand business requirements for both voice and digital channels supporting contact center and back-office functionalities.

Works with the Architecture team to design, develop, and deploy APIs, consume APIs.

Manage voice systems and provide Subject Matter Expertise (SME) input into solution design, and optimization for network solutions.

Build call-flow designs, chat and integration to backend systems using application program interfaces (API).

Coordinate and perform release planning, development, testing, and releases on multiple agencies IVR enhancements.

Review support tickets and oversee any support questions from other team members that might be working on one of those tickets.

Document and design call flow diagrams to ensure that all call variables have been accounted within routing plans.

Review functional and technical designs to identify areas of risk and/or missing requirements.

Provide off-hour, on-call and weekend coverage as required.

Other related duties assigned as needed.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

NICE CXone Contact CenterNICE CXone Studio scriptingAPI integrationNetwork designNetwork technologiesSession Initiation Protocol (SIP)Session Description Protocol (SDP)Audio/video encoding standardsAWSAzureLumen RoutingCall ControlNICE IEX Workforce ManagementSalesforceNuance/Microsoft8x8Microsoft TeamsTeam management

Required

4+ years of experience supporting NICE CXone Contact Center.

4+ years of experience with NICE CXone Studio custom scripting.

Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g. executive, management, individual contributors.

Experience integrating 3rd party APIs.

Excellent decision making, problem solving, team and time management skills.

In depth knowledge of a broad range of network design, configuration, operations and administration.

Knowledge of network technologies, i.e. routers, switches, load balancers, firewalls, network and routing protocols, DNS.

Knowledge of Session Initiation Protocol (SIP), including troubleshooting signaling message types, such as REGISTER, INVITE, ACK or CANCEL, and various stages of communication flow.

Knowledge of Session Description Protocol (SDP), including troubleshooting voice, video, and data response messages, discerning return responses and status codes to identify failures and errors.

Knowledge of audio, including G.711, G.729, and video, such as H.264, H.265, VP8 or VP9 encoding standards.