Experienced Telecommunications Engineer for Shoreside Systems – Cloud and On-Premise Telephony Solutions Expert

Introduction to Workwarp and the Role

We create happiness, and that's not just a motto; it's the driving force behind everything we do at Workwarp. As a leader in innovative solutions, we're committed to pushing the boundaries of what's possible. Our team is dedicated to delivering exceptional experiences, and we're looking for a talented Telecommunications Engineer to join our shoreside systems team. As a Telecommunications Engineer, you will play a critical role in enabling our teams to deliver unparalleled service and support to our global operations and contact centers.

About the Position

The Telecommunications Engineer serves as a technical support provider, subject matter expert, and system administrator for on-premise and cloud telecommunications systems, servers, solutions, applications, and interfaces. This role requires a deep understanding of contact center solutions, telephony systems, and end-user support. You will be responsible for providing technical support, administration, configuration, and optimization of telecommunications systems and services for our global operations and contact centers.

Key Responsibilities

• Provide technical support, administration, configuration, and optimization of telecommunications systems and services for global operations and contact centers
• Perform tier 1 troubleshooting and support for Genesys contact center, Avaya CM, adjunct systems, and solutions on-premise and in hosted environments
• Support SBC and SIP-From-Carrier solutions and perform tier 1 troubleshooting
• Utilize network monitoring tools to perform tier 1 troubleshooting of circuit or carrier provider issues
• Maintain communication with management and business leaders on all issues, including critical and widespread outages
• Administer system and application databases for supported businesses; run queries, compile and disseminate data as requested by users
• Collaborate with vendors, service providers, and internal partners to ensure optimal operation of all systems and services
• Provision and lead services for moves, adds, changes, and disconnects according to specifications, standards, and procedures
• Open, handle, and close service request tickets for support activities
• Maintain SMS applications, inclusive of updating messaging and database information
• Develop and maintain Standard Operating Procedures (SOGs) and other documentation related to procedures, processes, and end-user training
• Provide end-user training relative to on-premise and cloud telephone solutions, headsets, systems, features, functionality, and usage on an as-needed basis

Essential Qualifications

To be successful in this role, you will need:

• 3+ years of experience in telecommunications/contact center technology and technical support or equivalent
• 1+ year of experience working with Genesys Cloud CX solutions supporting voice, chat, and email interactions
• Demonstrated strong analytical, organizational, and decision-making skills
• Demonstrated exceptional interpersonal relations skills with the ability to foster and maintain effective relationships with stakeholders and users
• Proven technical support provider with a strong passion for delivering service excellence
• Validated ability to read and interpret technical documents such as installation manuals, safety rules, operating and maintenance instructions, and procedure manuals
• Demonstrated proficiency with a variety of PC platforms and online systems
• Demonstrated ability to analyze and troubleshoot simple contact flows
• Demonstrated technical knowledge of telecommunications and contact center systems, services (voice, data, and mobility), applications, and operations
• Excellent oral and written communication skills
• Demonstrable ability to be a self-starter with minimal supervision and follow-up
• Proven ability to work well in a fast-paced environment by prioritizing workload based on vitality and consistently meeting deadlines
• Proven strong organizational and time management skills to handle multiple tasks simultaneously with attention to detail and accuracy

Preferred Qualifications

While not required, the following qualifications are preferred:

• Previous experience working with Avaya CM and adjunct systems
• Demonstrable understanding of VoIP, TCP/IP protocols, call flows, and telecommunication standards
• Bachelor's degree in Telecommunications, Computer Science, Engineering, or a related technology field

Education

The minimum education requirement for this role is an Associate's degree in Telecommunications, a related technology field, or equivalent.

Skills and Competencies

To be successful in this role, you will need to possess a range of skills and competencies, including:

• Strong technical skills in telecommunications and contact center systems
• Excellent problem-solving and analytical skills
• Ability to work well under pressure and prioritize tasks effectively
• Strong communication and interpersonal skills
• Ability to work independently and as part of a team
• Strong organizational and time management skills

Career Growth Opportunities and Learning Benefits

At Workwarp, we're committed to helping our employees grow and develop in their careers. As a Telecommunications Engineer, you will have access to a range of training and development opportunities, including:

• On-the-job training and mentorship
• Formal training programs and workshops
• Opportunities to work on complex and challenging projects
• Access to industry-leading technologies and tools

Work Environment and Company Culture

At Workwarp, we're proud of our company culture and work environment. We believe in fostering a culture of innovation, collaboration, and respect, and we're committed to creating a workplace where our employees can thrive. As a Telecommunications Engineer, you will be part of a dynamic and supportive team, and you will have access to a range of benefits and perks, including:

• Competitive salary and benefits package
• Opportunities for career growth and development
• Access to industry-leading technologies and tools
• Collaborative and dynamic work environment
• Flexible working hours and remote work options

Compensation, Perks, and Benefits

As a Telecommunications Engineer at Workwarp, you will be eligible for a range of compensation, perks, and benefits, including:

• Competitive salary
• Comprehensive benefits package, including health, dental, and vision insurance
• 401(k) matching program
• Flexible working hours and remote work options
• Access to industry-leading technologies and tools
• Opportunities for career growth and development

Conclusion

If you're a motivated and experienced Telecommunications Engineer looking for a new challenge, we encourage you to apply for this exciting opportunity. As a member of our team, you will have the chance to work on complex and challenging projects, develop your skills and expertise, and contribute to the success of our organization. Don't miss out on this opportunity to join our dynamic and supportive team – apply today!

Are You the One We're Looking For?

If you believe you have what it takes to succeed as a Telecommunications Engineer at Workwarp, submit your application without delay. We're keen to hear from talented candidates like you.