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IHG Hotels & Resorts · 2 days ago

Senior Engineer, Voice Infrastructure

Three Ravinia Drive, Atlanta, GA, 30346, US

Full-time

Hybrid

Mid, Senior Level

$110K/yr - $145K/yr

7+ years exp

IHG Hotels & Resorts is one of the world’s leading hotel groups, dedicated to delivering True Hospitality for Good. The Senior Engineer, Voice Infrastructure will evaluate complex changes, document solutions for operational readiness, set standards for hardware and software, and serve as a Tier 3 support escalation point for solution resolution.

HospitalityHotelRestaurants

Responsibilities

Evaluates the impact of proposed or required changes which may be highly complex in nature (internally and by vendors) especially in the areas of hardware, software, performance, maintenance and cost; provide recommendations to management with an impact assessment

Responsible for solution documentation in support of operational readiness, may include training, process development and explanation of standards

Responsible for setting standards for hardware, software and configuration management

Contributes to proofs of concept for technology solutions

Serves as an escalation point for operations (Tier 3 support) for highly complex solution resolution, and responsible for root cause analysis (may involve on call rotation)

Qualification

Cisco routing/switchingVoice technologiesVoice ProtocolsCall recording platformsCollaboration tools integrationsVideo ConferencingCall Control

Required

7+ years of progressive work related experience with demonstrated proficiency in multiple disciplines, technologies, or processes related to the position

Cisco routing/switching

Voice technologies (e.g. Genesys, IVR, CTI integration, Chat and automated response)

Call recording platforms (e.g. Verint)

Voice Protocols: T1 & E1 ISDN PRI and QSIG, H323, MGCP, and SIP

Collaboration tools integrations: Teams; WebEx

Video Conferencing: Microsoft; Telepresence; Polycom

Call Control: Cisco Unified Communications Manager 4.1 through 12.0, Unified Communications Manager, Cisco Unified Border Elements (CUBEs)