Virginia Credit Union · 6 days ago
Senior Telecomm Engineer - Waterford
Midlothian, VA
Full-time
Onsite
Senior LevelVirginia Credit Union is seeking a Senior Telecomm Engineer to monitor, manage, deploy, and maintain their enterprise unified communications infrastructure. This role involves supporting various telecommunications systems and ensuring alignment with business needs through technical expertise and roadmap development.
AdviceBankingFinanceFinancial ServicesMortgage
Responsibilities
Proactively look for ways to utilize new or existing technology to create efficiencies for consumers of the telephony system resources and associated peripheral systems
Communicate with IT and outside business units to gather current and future requirements
Create and preserve a culture of intentional knowledge transfer through conversation, workshops, and written procedures such as Technology Recovery Plans (TRP), Disaster Recovery (DR) and systems failover documentation, as well as architectural drawings
Assist with the creation of formal technology roadmaps for all telecom and related systems. Ensure the telecommunications roadmap aligns with the future needs of internal business units and other technical roadmaps
Independently and collectively conduct studies for projects, develop solution proposals, evaluate vendor products and make recommendations for new technologies and/or the expansion of existing technologies
Provide technical expertise to business units for evaluating new systems and processes
Support enterprise cloud based UCaaS, CCaaS, and ancillary systems such as voicemail, call accounting, business analytics, call recording, callback management, e911, workforce management, quality management, contact center functions, screen recording and outbound connect dialer systems
Support CCaaS scripting updates and changes using tools such as NICE InContact Studio
Explore and recommend options for the expanded use of related AI technologies
Investigate cost savings through intelligent call routing
Develop and document processes and procedures for installation, disaster recovery, configuration and maintenance of all VACU network and telecom systems/equipment
Ensure all systems are backed up on a predetermined frequency
Work to resolve initial and/or escalated work tickets for change requests, issues, or outages
Analyze and troubleshoot telecommunication issues to resolve outages in a timely manner and minimize impact to the company and its respective business units
Understand and support VACU’s brand, applying the brand to all work efforts
Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies
Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security
Report all Risk Management Policy violations in accordance with policy
Other duties may be required and assigned by the supervisor
Qualification
Required
UCaaS: Support adding/removing/updating users
UCaaS: Business Analytics reporting
UCaaS: Call Detail Reporting
UCaaS: E911
UCaaS: Call Queue management
UCaaS: Roles and permissions
UCaaS: IVR Menus
UCaaS: Backup data and system files
UCaaS: Coordinate with RingCentral for support efforts
UCaaS: AI Conversation for RingCentral
UCaaS: Manage SMS
CCaaS: Support adding/removing/updating users
CCaaS: Workforce Management
CCaaS: Quality Management
CCaaS: Interaction Analytics
CCaaS: Feedback Manager - Voice of the Customer
CCaaS: Performance Management
CCaaS: Chatbot/Live Chat
CCaaS: Coordinate with UCaaS, CCaaS, and other vendors for support efforts
CCaaS: Screen Agent recording
CCaaS: Support/Manage long term storage of recorded calls
College degree or equivalent work experience in the Telecommunications field
Significant experience required that demonstrates proficiency with the design and configuration of networked voice and data equipment
Experience with call center environments
Experience with the technologies listed in the Required Knowledge section above and professional level proficiency with the following technologies
Support and troubleshoot audio issues in a UCaaS and CCaaS environment
Requires knowledge of the following: Voice Concepts and Protocols - VoIP, SIP
Requires knowledge of the following: Networking Concepts and Protocols - Physical wiring and structured cabling, VLAN segmentation, TCP/IP, SSH, SFTP
Requires knowledge of the following: Security Concepts - Security fundamentals and best practices
Good interpersonal skills
Strong troubleshooting and analytical skills are required
Identify and remedy weaknesses in the environment
Strong organizational skills required
Self-motivated
Meticulous and thorough
Forward thinking
Apply critical thinking
Ability to identify unnecessary complexities and propose simplified solutions
Ability to complete projects within the timeframe given
Ability to include any necessary detailed documentation
Ability to communicate effectively with all levels of employees/management
This job requires the ability to sit for long periods of time
This job requires occasionally lifting up to 35 pounds and/or up to 25 pounds frequently
Company
Virginia Credit Union
Virginia Credit Union provides banking, financial seminars, and advisory services.
Founded in 1928
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$0.07MKey Investors
National Credit Union FoundationVizo Financial Corporate Credit Union
2024-09-26Grant· $0.06M
2024-05-15Grant· $0.01M
Leadership Team
Stephanie Vick
EVP/CFO
Christopher Saneda
Sr. Executive Vice President - Chief Operating Officer
Recent News
Virginia Credit Union
2025-10-09
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