Contact Center Software Engineer

Qualifications
Experienced IT professional with proven record of at least 5 years telecommunications services
Minimum of 5 years working technical knowledge of PBX, VoIP, voice mail, interactive voice services, and call management systems
Knowledge of SQL and database structures
Effective communication skills with all levels of internal lines of business
Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
Working knowledge of current telecommunications best practices, protocols, and principles
Ability to prioritize and execute tasks in a high-pressure environment
Strong interpersonal skills, and proven analytical and problem-solving abilities
Ability to work in a team, collaborative environment
Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
High school diploma or GED required
Normal work hours: 8am-5pm, Monday-Friday; some after-hours and weekends as required; after-hours on-call rotation with other team members as required
Ability to safely and successfully perform the essential job functions consistent with or without the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards
Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
Must be able to lift and carry up to 50 lbs
Must be able to talk, listen and speak clearly on telephone
Benefits
Benefit Highlights
Medical with wellness incentives, dental, and vision
HSA with company match
Tuition reimbursement
Maternity and parental leave
Mentor program
401(k) with 6% match
More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits
Responsibilities
Provides technical expertise, troubleshooting, maintenance and support of the enterprise contact center platform, following established methodologies and processes
This position is responsible for troubleshooting across all Corporate voice networks, often working as part of an integrated multidiscipline team to resolve highly technical issues
This position reports directly to the Voice Services Manager and is part of the ET Telephony Services team for all enterprise contact center platform support
This position will also provide technical consultation and guidance to the Information Technology communities and collaborates with diverse business lines over contact center related matters
24x7 On-Call duties are required for this position on a regular basis
The primary focus will be execution of the complete life cycle for voice repairs, moves, adds and changes, while keeping accurate records in the company provided ticketing system and share sites
Provide Production Support to include system user support, monitoring, troubleshooting, configuring, enhancing and providing advanced business partner support for the existing contact center voice environment; serves as point-of-contact across several areas or disciplines to solve major systems outages with high impact or visibility
Analyzes and gathers business requirements, identifying functionality of planned, existing, or purchased systems and mapping to business requirements; recommends appropriate hardware/software purchases
Conducts systems studies and performance analyses and recommends changes
Applies support experience by suggesting improvements to products and services
Products supported will include SIP trunks, IP telephones, analog lines, voicemail and recording system troubleshooting, audio conferencing, and desktop phone client software and peripherals associated with Cloud Call Center environment
This position also provides backup support for the Enterprise Call Recording system and the WebEx meeting and conferencing platform
Accurate records will be kept up-to-date by properly adding, deleting and managing the environments to ensure efficient operations
Problem troubleshooting will be performed independently by investigating underlying issues and collaborating with other resources, teams and vendors as needed to obtain resolution
Perform a variety of remote technical support tasks related to enterprise contact center voice services across the Corporation including onsite support activities as needed
The position requires liaising with lines of business to evaluate their needs
All tasks require compliance with FHNC regulations following security, Change Management, CMDB, audit and SLA guidelines
Other duties as assigned
Job description
Locations: On site in Memphis, TN, Maryville, TN, Birmingham, AL, Lafayette, LA, New Orleans, LA, Charlotte, NC, Raleigh, NC,

Not providing sponsorship for this role.

Summary

Provides technical expertise, troubleshooting, maintenance and support of the enterprise contact center platform, following established methodologies and processes. This position is responsible for troubleshooting across all Corporate voice networks, often working as part of an integrated multidiscipline team to resolve highly technical issues. This position reports directly to the Voice Services Manager and is part of the ET Telephony Services team for all enterprise contact center platform support. This position will also provide technical consultation and guidance to the Information Technology communities and collaborates with diverse business lines over contact center related matters. 24x7 On-Call duties are required for this position on a regular basis. The primary focus will be execution of the complete life cycle for voice repairs, moves, adds and changes, while keeping accurate records in the company provided ticketing system and share sites.

Provide Production Support to include system user support, monitoring, troubleshooting, configuring, enhancing and providing advanced business partner support for the existing contact center voice environment; serves as point-of-contact across several areas or disciplines to solve major systems outages with high impact or visibility.

Analyzes and gathers business requirements, identifying functionality of planned, existing, or purchased systems and mapping to business requirements; recommends appropriate hardware/software purchases. Conducts systems studies and performance analyses and recommends changes. Applies support experience by suggesting improvements to products and services.

Products supported will include SIP trunks, IP telephones, analog lines, voicemail and recording system troubleshooting, audio conferencing, and desktop phone client software and peripherals associated with Cloud Call Center environment.

This position also provides backup support for the Enterprise Call Recording system and the WebEx meeting and conferencing platform.

Essential Duties and Responsibilities:
• Accurate records will be kept up-to-date by properly adding, deleting and managing the environments to ensure efficient operations.
• Problem troubleshooting will be performed independently by investigating underlying issues and collaborating with other resources, teams and vendors as needed to obtain resolution.
• Perform a variety of remote technical support tasks related to enterprise contact center voice services across the Corporation including onsite support activities as needed.
• The position requires liaising with lines of business to evaluate their needs.
• All tasks require compliance with FHNC regulations following security, Change Management, CMDB, audit and SLA guidelines.
• Other duties as assigned.

Education and/or Work Experience Requirements:
• Experienced IT professional with proven record of at least 5 years telecommunications services.
• Minimum of 5 years working technical knowledge of PBX, VoIP, voice mail, interactive voice services, and call management systems.
• Preferred experience in cloud contact center platforms and related infrastructure.
• XML/JSON and SSML understanding a plus.
• Knowledge of SQL and database structures.
• Effective communication skills with all levels of internal lines of business.
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.
• Working knowledge of current telecommunications best practices, protocols, and principles.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Strong interpersonal skills, and proven analytical and problem-solving abilities.
• Ability to work in a team, collaborative environment.
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
• High school diploma or GED required.
• Normal work hours: 8am-5pm, Monday-Friday; some after-hours and weekends as required; after-hours on-call rotation with other team members as required

Physical Requirements:
• Ability to safely and successfully perform the essential job functions consistent with or without the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
• Must be able to lift and carry up to 50 lbs.
• Must be able to talk, listen and speak clearly on telephone.

About Us

First Horizon Corp. (NYSE: FHN), with $82.6 billion in assets as of September 30, 2024, is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. The Company and its subsidiaries offer commercial, private banking, consumer, small business, wealth and trust management, retail brokerage, capital markets, fixed income, and mortgage banking services. First Horizon has been recognized as one of the nation's best employers by Fortune and Forbes magazines and a Top 10 Most Reputable U.S. Bank. More information is available at www.FirstHorizon.com.

Benefit Highlights
• Medical with wellness incentives, dental, and vision
• HSA with company match
• Tuition reimbursement
• Maternity and parental leave
• Mentor program
• 401(k) with 6% match
• More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits

Corporate Diversity Commitment:

We remain committed to creating a more equitable society, and that starts with our associates, our clients, and the communities we serve. We do this by elevating equity, providing capital and counsel, and committing to excellence in everything we do.

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