IT, Telephony Engineer Senior - Guatemala & El Salvador

Position Overview:

Senior Telephony Engineer is responsible for design and planning for the telephony solutions.  Collaborate with other IT teams to integrate telephony systems to the overall IT infrastructure.  Conduct research on emerging telephony technologies and recommend improvements. Provides technical assistance by attending to telephony related issues and concerns, if required.

Main Responsibilities

In charge of the TELUS international’s global telephony operations stability. Manages and supports the Global Telephony Operations in which the sole objective is to ensure the continuous availability and reliability of the TI Telephony system

• Manages and resolves telephony P1/P2 incidents and outages
• Provide assistance on P3 multi user incidents, if required
• Design and plan the company’s telephony infrastructure, monitoring and maintaining the health of telephony systems to ensure uninterrupted and high quality voice communication
• Perform in-depth analysis of telephony requirements and documents them for new customer launches and complex changes
• Collaborate with other technology teams to integrate telephony systems with other enterprise applications and systems, ensuring seamless communication across platforms
• Conduct capacity planning to anticipate and accommodate the organization’s growing telecommunications needs, ensuring scalability and performance optimization; define budget to support organic growth, new clients and integration of newly acquired companies
• Maintain accurate documentation of telephony configurations, procedures and troubleshooting steps
• Perform peer reviews and approval on Method of Procedures for changes to be implemented by Telephony Administrators, ensuring consistency with the architecture frameworks.
• Engage telephony vendors to negotiate contracts, manage service level agreements and stay informed about emerging telephony technologies
• Act as a third point of contact to provide technical expertise and support related to telephony infrastructure to other technology stack teams
• Act as backup lead/manager when need arises.
• Support pre-sales requirements and participate in budgetary exercise.

Requirements:

• Schedule flexibility
• Availability to work on-site

Specific Qualifications

• Proficiency in voice over IP (VOIP) and SIP technology (Oracle SBC).
• Knowledge in presales processes and activities
• Proficiency in installation, configuration, administration and support
• Experience with design and implementation of ACD systems, Voicemail system and other telephony services.
• Experience in handling Voice recordings, dialers, CTI servers and other adjuncts systems
• Working knowledge of I.T. requirements / demands in call center Operations and organization, particularly in the area of Operations support.
• Knowledgeable in Cisco data networking
• Experienced in pre-sales and financial planning activities.

Skills

• Written and verbal communication skills.
• Problem-solving and decision-making skills.
• Excellent communication and interpersonal skills
• Ability to respond to External & Internal requests
• Faster adaptation to technology changes   

Education/Experience and Knowledge

• Bachelor’s Degree in ECE, Computer Science, Information Technology, or any IT / Computer-related course
• Experience in telephony services or exposure in Avaya, BCM/Sinch, Five9/Genesys and Thrio/Alvaria products is an advantage.
• Experience in voice over IP (VOIP) and SIP technology.
• 10 years of experience in telecom systems
• 5 years of experience in managing and supporting the Five9/Avaya product
• 5 years of experience with Open Source PBX solutions i.e. Kamailio, Freeswitch etc.
• 5 years of experience managing and administering SBC (Session Border Controller)
• Minimum of 10+ years experience in an information technology role.
• Experience in overseeing a team or group of IT professionals