ECCO Select is a talent acquisition and consulting company specializing in people, process and technology solutions. We provide the talent behind the technology enabling our clients to achieve their goals. For more information about ECCO Select, visit us at www.eccoselect.com.

Position Title: Telephony Engineer

Location Information: Remote

Duration: 12+ month contract (potential to hire)

Job Summary:

The Telecom Engineer ensures the availability of existing Telecom Services, which includes support to end-user management, installing software/peripherals, performing general administration & maintenance, and basic repairs/upgrades. Also, managing request and incidents to hosted telephony providers and being involved in optimization and expansion projects.

Key Performance Indicators:
• Telephony availability, health, and performance
• Successful Implementation of Telephony services

Principal Duties and Responsibilities:
• Participates in cross-functional company project teams responsible for implementing telephony technology.
• Supports all company technology standards to ensure reliable operations.
• Investigates anomalies/outages and determines steps to identify root cause and solution options.
• Applies technical standards, principles, theories, and concepts to resolve telephony issues..
• Identifies and interacts with suppliers and technologies that meet company needs and standards.
• Monitors environment performance and provides all necessary reporting analysis.
• Contributes to the completion of project/program milestones.
• Day to Day operational responsibility for telephony environment, i.e.,
• PBX/Voicemail/endpoints/Contact Center solutions/adjuncts & software.
• Responsible for managing Hosted telephony provider requests/incidents.
• Administration of endpoint telephony devices.
• Manages documentation of procedures and changes regarding the Telecom systems.
• Operate under minimum supervision.
• Limited travel ~10%
• On-call rotation, after-hours support

Required Experience:
• 2+ years experience in relevant technology functions.
• 2+ years of experience managing a large Contact Center ( Five9) and UC environment (Genesys and/or Cisco)
• 2+ years of experience managing multiple channel agent desktop applications.
• Knowledge of WAN and LAN topologies for voice networks.
• Knowledge of advanced network services, i.e., IP, QOS, SIP, WebRTC, etc.
• Knowledge supporting PBX/IVR/Voicemail/endpoints/Contact Center solutions/adjuncts & software
• Working knowledge of Unified communication best practices and other telephony applications is desirable.
• Experience generating user support knowledge articles.
• Preferred - experience migrating users from one telephony solution to another

Required Leadership Traits and Characteristics:
• Collaborative, Analytical, Problem Solving, Achievement Mindset, Growth Mindset.
• Time management, organizational, and multitasking skills necessary to work in a fast-paced environment, handling various tasks and changing priorities while maintaining a high attention to detail and accuracy to achieve daily assignments and goals.
• Verbal, written communication skills necessary to support users.
• Demonstrated ability to work on multiple projects in a deadline-driven environment.

Essential Technology Skills:
• CCaaS solutions
• Five9 (Preferred)
• Genesys
• Cisco UC environment
• WorkForce Management
• Verint (Preferred)
• UCaaS solutions
• Cisco
• Genesys (Preferred)

Formal Education, Qualifications or Training:

Associate’s degree in computer science required and other related field is preferred

ECCO Select is committed to hiring and retaining a diverse workforce. Our policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, ****** orientation, gender identity or any other legally protected category. Veterans of our United States Uniformed Services are specifically encouraged to apply for ECCO Select opportunities.

Equal Employment Opportunity is The Law

This Organization Participates in E-Verify

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