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SchoolsFirst Federal Credit Union · 1 month ago

Telecom Network Engineer

Riverside, CA

Full-time

Hybrid

Senior Level

$96K/yr - $154K/yr

5+ years exp

SchoolsFirst Federal Credit Union is seeking a Telecom Network Engineer to support their telecommunications infrastructure. The role involves designing, configuring, and troubleshooting Contact Center systems to ensure high availability and performance while collaborating with various stakeholders.

Finance

Comp. & Benefits

Responsibilities

Responsible for effective design, administration, configuration, installation, provisioning, monitoring and troubleshooting to ensure availability, capacity and performance of Contact Center systems, is achieved

Perform assigned duties as listed in RACI model(s) and under general direction from manager

Collaborate with peers, architects, project managers, managers and business stakeholders on design, strategy and project activities

Support SchoolsFirst’s complex telecommunications infrastructure, with a focus on one or more key functional areas: Routing and Switching, Voice & Collaboration and Contact Center

Design, install and configure systems for the telecommunications infrastructure, using best practice principles

Design and implement highly available solutions, in order to minimize repair and recovery efforts from hardware or software failures

Perform tasks to ensure system availability and reliability, including daily monitoring, ongoing performance tuning and optimization, and OS and application patching

Document Standard Operating Procedures (SOPs) for current system administration, while developing innovative and automated approaches for those processes which can be improved

Troubleshoot, resolve and provide root cause analysis of complex system and user issues, independently or through coordination with 3rd party vendor support

Collaborate with team members, service stakeholders and vendors to fulfill service and enhancement requests

Manage vendor relationships by defining objectives, maintaining regular communication and establishing KPI’s to assess vendor performance

Support ongoing improvements, including periodic failover and testing efforts, of disaster recovery and business continuity solutions

Forecast, recommend, and implement capacity planning

Provide after-hours maintenance and support as needed

Provide world-class end-user service and technical support

Obtain relevant certifications based on the Certification Path identified by management

Consistently strive to make improvements to our processes and technology

Participate in regularly scheduled huddles and meetings; report on individual metrics, analyze deviations, and discuss areas of improvement with the team as a whole

On call rotation supporting the production environment 24x7x365

Performs other duties as assigned

Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions

Qualification

Genesys Cloud CXIP telephonyUC/CC applicationsVoIP protocolsNetwork communicationMonitoring toolsOperating systemsTechnical supportCapacity planningCollaboration

Required

Bachelor's Degree with a technical major, such as engineering or computer science or equivalent years of experience required

5-7 years of contact center application and IP telephony experience required

Advanced knowledge of UC/CC applications with 4+ years of experience with applications such as: Genesys, Cisco Unified Contact Center Enterprise, Avaya, Five9, 8x8…

Advanced knowledge of IP telephony architecture with 3+ years of practical experience with SIP trunks, SBCs, Media Gateways, FXS/FXO, Codecs…

Advanced knowledge of UC/CC technologies (e.g. IVR, APIs, ACD, WFM/WFO, Omnichannel communications…)

Advanced knowledge of voip protocols (e.g., SIP/SDP, RTP/SRTP, WebRTC, MGCP…)

Intermediate knowledge of network communication as defined by TCP/IP and OSI models

Intermediate knowledge of POTS, DS1/T1, E1, DS3, OC3, FE, GigE and 10GigE

Intermediate knowledge monitoring tools for SNMP, packet capturing and application log files

Intermediate knowledge of operating systems, servers and storage

Intermediate knowledge of CoS and QoS designs, configurations and support

Intermediate knowledge of audit and security best practices (CCPA, PII, PCI DSS, ISO)

Advanced knowledge of UCaaS/CCaaS, with 2+ years of practical experience with Genesys Cloud

Support ongoing designs, implementations and management of Genesys Cloud's Contact Center solution

Monitor, analyze and report on contact center performance using analytic tools for forecasting, metrics, and KPI's

Support capacity planning, load testing and performance tuning, to ensure optimal performance of the contact center systems

Manage cloud services vendor(s), monitoring ticket escalations, coordinating upgrades and holding them accountable to contractual SLA's and obligations

Collaborate with cross-functional teams to ensure successful delivery of organizational projects, which require integration through Genesys Cloud APIs

Work closely with internal departments to understand their business requirements, in order to provide customized contact center solutions

Preferred

GCX-GCP Genesys Cloud CX Certified Professional

GCX-GCD Genesys Cloud CX Certified Developer

GCX-ARC Genesys Cloud Architect Certification

GCP-GC Genesys Cloud Certified Professional

GCD-GC Genesys Cloud Certified Developer

Company

SchoolsFirst Federal Credit Union

Glassdoor3.7

Since our founding in 1934, we have been singularly focused on one thing: providing world-class personal service and financial security to our Members.

Founded in 1934

Tustin, California, USA

1001-5000 employees