American Airlines · 8 hours ago
Telecommunications Engineer, AACU Systems Security
Dallas, TX
Full-time
Onsite
Senior Level
5+ years expAmerican Airlines is seeking a Telecommunications Engineer to manage the telecommunications infrastructure for their Credit Union. The role involves designing, deploying, and maintaining telecom systems while ensuring operational efficiency and compliance with regulations.
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Responsibilities
Manage the company’s telecom needs including Contact Center administration, voicemail, call recording, call routing, VOIP, SIP/BYOC Circuits, add/moves/changes, edge servers, gateways, E911
Act as escalation point (Tier 3) for all Credit Union network Contact Center, VOIP, WebRTC, telecom incidents, issues, production system problems
Maintain and manage 200+ seat Contact Center systems, including quality management, work force management, Call Flows, IVR, etc
Define and manage user roles and permissions in system to meet business requirements
Work with Business Units to support all Credit Union Telephony operations and maintain Service Level goals
Work with Branch Managers and business units throughout the Credit Union, and Senior Management, to drive strategy and leverage telecommunication systems
Develop and program call flows to meet business unit needs
Look for synergies and opportunities to drive change and reduce cost by improving processes
Define and manage contact center operational reports and business facing reports
Continue employee training, education and communication about the Genesys Cloud platform to maximize employee understanding and usage
Collaborate with Support Teams to ensure proper integration with third-party solutions including Tele-Banking, E911, and Fraud Prevention
Manage external telecommunication vendors
Develop and mature phone/ticket escalation processes regarding voice infrastructure to provide Tier 1 and Tier 2 service desk documentation and escalation processes
Serve as Telecommunications Systems Administrator – phone provisioning, upgrades, data retention, scheduling, performance, and configuration
Troubleshoot complex connectivity, system and audio issues reported by in-office and remote users
Troubleshoot network issues with circuits, SDwan, routers/switches and other network-related equipment
Perform other duties as assigned
The selected candidate will be responsible for ensuring the security and confidentiality of all account and related information which is part of their work and for ensuring that his/her work is in compliance with all applicable laws and regulations including, but not limited to, the Bank Secrecy Act
Qualification
Required
Bachelor's degree in Computer Science, Engineering, Management Information Systems or related field, and/or ten years of equivalent progressive experience
Five plus years' experience with Verizon or AT&T voice networking or heavy voice communication, troubleshooting experience and support of a customer-facing call center
6+ years of professional Engineering experience focused on Contact Centers within the cloud
Ability to support and troubleshoot contact center technologies (i.e. call recording, inbound/outbound routing strategies, IVR, Workforce Management, SIP, BYOC, etc.)
Experience monitoring and managing contact center applications to ensure overall system performance, accessibility, and usability
3+ years of recent experience working hands-on with the Genesys Cloud Platform (Genesys CX)
Ability to configure and enable advanced features sets (i.e. SMS/outbound campaigns, inbound call flows, CRM integrations, data access, etc.)
2+ years with WebRTC including troubleshooting complex WebRTC connectivity and audio issues
Skilled in Microsoft Office software (e.g., Word, Excel, Access, PowerPoint) gained through either work experience with the software or education and hands-on use of the software
Ability to demonstrate excellent oral and written communication skills & exercise effective interpersonal skills
Ability to demonstrate excellent planning and organization skills with the ability to prioritize and manage multiple assignments simultaneously with attention to detail
Skilled in excellent troubleshooting skills and the ability to analyze problems objectively
Ability to think logically, manage competing priorities and meet deadlines
Ability to be on-call 24/7 and flexibility for occasional overnight travel
Ability to lift and transport moderately heavy objects, such data center hardware (routers, switches, and servers)
Ability to sit for prolonged periods of time while operating a computer
Ability to maintain satisfactory performance and attendance
Ability to pass applicable American Airlines and Credit Union pre-hire compliance checks
Preferred
Experience with design/architecture background (experience with design for disaster recovery/business continuity planning)
Experience with vendor voice circuit design
Genesys Certifications – CGX-GCP, GCX-ARC, GCX-WFM, GCX-SCRg
Benefits
Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
Company
American Airlines
American Airlines is an airline company that operates a diverse fleet of aircraft, including narrow-body and wide-body jets. It is a sub-organization of American Airlines.
10001+ employees
H1B Sponsorship
American Airlines has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (359)
2024 (270)
2023 (253)
2022 (260)
2021 (342)
2020 (263)
Funding
Current Stage
Public CompanyTotal Funding
$1B2023-11-17Post Ipo Debt· $250M
2023-02-08Post Ipo Debt· $750M
2015-01-01Post Ipo Equity
Leadership Team
Doug Parker
Chairman and former CEO at American Airlines
David Seymour
Chief Operating Officer
Recent News
2026-01-14
Dallas Morning News
2026-01-11
The Philadelphia Inquirer
2026-01-09
Company data provided by crunchbase