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Systems Engineering - Voice Operations

Charlotte, North Carolina;

Job Description:

Assist senior staff, providing resolution to an assortment of problems of moderately complex scope related to systems engineering activities, including organizing development of OS technical support,systems programming and data center capabilities. Works under general supervision, carrying out routine and semi-routine engineering and/or analytical tasks and activities associated with one or more technical areas within the engineering function such as, system design, engineering, implementation, or operations/user support. . Additionally, participates in and contributes to the fulfillment of team or functional goals and objectives through assigned projects or involvement in phase(s) of larger enterprise projects. Typically 3-5 years of systems experience.

Operations technician responsible for support of Global conferencing platforms and interconnectivity with Enterprise telephony, Contact Center, and Transport—including external carrier. Role requires working closely with vendors and management of internal teams. Tasks focus on incident management, risk assessment, escalation, system restoration, and break/fix scenarios. Additional requirements include participating in change and problem management reviews, and working with other support teams to manage, triage, and resolve issues expeditiously.

Key Responsibilities:

  • Incident management activities include:

  • Operational ownership of incident during triage

  • Escalation to appropriate teams and vendors

  • Resolution of complex and urgent issues

  • Drive and manage RCA delivery by vendors

  • Oversee break/fix timeline, escalate, and ensure test plan is executed fully

  • Ensure incidents are closed within SLA

  • Change management activities include:

  • Scheduling vendor resources to perform work during off-hours

  • Reviewing change to ensure proper documentation, due diligence, and change rigor in place within system of record

  • Arrange and participate in peer change review

  • Manage change escalations and approval process as required by an Incident or Change Condition.

  • Ensure all changes follow the prescribed change process.

  • Ensure quality control within the change documentation.

  • Ensure all required parties are engaged via a CRQ or a support task

  • Problem management activities include:

  • Review and complete post implementation review forms with the team post a failed change.

  • Ensure all support staff related to change is properly aligned with all information needed to successfully implement change.

  • Drive vendor and support partners to ensure problem records are executed in a timely manner

  • Capacity Management

  • Review capacity reports with team members and vendors.

  • Address any capacity deficiencies by engaging equivalent process.

​Required Skills:

  • Minimum 3 years operational engineering expertise with Voice Networking, including SIP, Carrier, e911, Contact Center, IVR, CTI and VOIP technologies. 

  • Experience with design and operations of reservationless conferencing platforms such as CiscoWebex Cloud Connected Audio

  • Willing to work in a night and weekend on-call rotation for escalated issues

  • Experience working in the financial or banking industry, is a plus

  • Operational Engineering experience with other voice, data network, and security network technologies demonstrable by  certification and/or work history  

  • Excellent written and verbal communication skills

  • Extensive experience with technical troubleshooting methodology 

  • Strong risk management skills; able to understand urgency, and assess impact

  • Ability to work in a highly visible environment

  • Understand concept of operational excellence and strive to improve environment

  • Strong inter-personal skills; able to work both independently and in a team environment 

Desired Skills:

  • Cisco webex & telephony, AVAYA, or other VOIP technology certifications

  • Monitoring tool expertise (Splunk, Sitescope, Cyara dialers,etc)

  • 5 years DevOps experience

Technology Infrastructure Organization:

  • Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world

  • Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully

  • Wants to be a great place for people to work and strives to create an environment where all employees have the opportunity to achieve their goals.

  • Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience.

  • Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs.

  • Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing and giving them what they need to remain vibrant and vital.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-20049846

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Referral Bonus: