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The Telecom Engineer is responsible for the design and implementation of complex Cisco, Genesys and various other voice applications and integrations. Special emphasis will be on the implementation of Cisco VoIP end points, and associated peripherals such as Contact Centers (PCCE & Genesys), Interactive Voice Response (IVR), Call Recording, CDR, Computer Telephony Integration (CTI) applications which have received appropriate approval, and other new and emerging technologies. Scope of responsibilities includes but not limited to the design, scripting, and implementation of systems and applications throughout the enterprise, in depth troubleshooting of systems, certification renewals, call routing, etc. Also, responsible for post-installation technology review and of customer perception to ensure objectives continue to be achieved. Accountable for documentation of networked components and associated peripheral equipment. Fiscal responsibility for telecommunications capital and operating budget as it relates to upgrades within scope.

• Designs/engineers applications for integrated system solutions throughout the enterprise, built upon Cisco and Genesys platforms. Performs assessment, follow-up, and resolution of all user issues in a timely and cost-effective manner. Applications will include voice mail special designs, automated attendants, IVR Systems, Voice Recognition Units, CTI, Radio Frequency, and other voice services requiring in-depth technological and operational knowledge.
• Provides development and analysis of complex technology RFPs, including awarding contracts based upon approved Technology Architecture Guidelines. Provides development and implementation of performance benchmarks for vendors to ensure that service delivery is achieved in a cost-effective and timely manner.
• Provides detailed engineering of changes to the voice platforms required to support all project driven outcome. This includes, but is not limited to, facilitating the definition of requirements, process redesign, development of business cases, RFP preparation, vendor evaluation and selection, contract negotiations, implementation management, and support transition.
• Works closely with Voice Engineering on voice network system upgrades, patching, call routing, troubleshooting, and various other activities.

Hybrid Remote = must currently live in Los Angeles area or willing to relocate to LA area for onsite requirements

Five (5) plus years’ experience in the delivery and daily support of telecommunications or information technology services, with special emphasis on CUCM, Genesys & Cisco Contact Centers, Automated Attendant, and end user support for MACD and Project activity.

Telecommunications using Cisco VoIP platform, with special focus on operational design of applications and identification of emerging technological applications for evaluation.

Knowledge of Carrier support such as porting, troubleshooting, new orders and disconnects, etc. a plus.

Cisco hardware and software to manage voice, data, and video communication networks. Must have had recent hands-on experience of the Cisco Voice environment.

High School Diploma/GED.

Bachelor’s degree in Telecommunications, Information Technology, or related field. (preferred)

Cisco Certification preferred.

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