Date:
Job Description Form
(This form should accompany all promotion requests and job evaluations)
Job Title:
Telecom Engineer
Band:
11
Line of Business:
Shared Services
Business Unit:
Information Technology
Manager Title:
(job reports to)
Manager
For HR Use Only
FLSA: US Only
□ Exempt
□ Non-Exempt
EEO Code: US Only
Primary Role – (overview and overall purpose of job)
The Telecommunication Engineer role is primarily responsible for executing day-to-day support activities within the global telecommunication Support and Operations Team, including Teams collaboration services and related voice calling and teleconferencing infrastructure. May also support mobile phone services, audio conferencing and meetings, audio visual infrastructure, InContact call center routing, and other related telecommunication services as necessary.
This role will interface directly with Solenis’ end users and is responsible for ensuring successful resolution of client issues or requests. Frequent collaboration with external vendors and partners is expected and this role is responsible for gauging our service providers against SLA’s and escalating poor service issues as needed.
Key Accountabilities/Essential Functions of the Job – Please list up to six major responsibilities and duties in a logical order for the position. (Use typical sentence structure: implied subject/verb/object/explanatory phrase.) These would include any on-going activities (can be daily, monthly or annual) that constitute at least 5% - 10% of the position’s time.
Please exclude any one-time special projects or activities assigned to the incumbent and not the position.
Key Accountabilities/Essential Functions of the Job
% of Time Spent
Resolve issues and requests with Teams voice and meeting collaboration technology and services, including dial-in conferencing, desk\conference phones, and PSTN interfaces. Work with external service providers where necessary.
60%
Proactively investigate service quality of Teams by using built-in quality reporting and conducting weekly service reviews with partners as necessary. Recommend changes to configuration, process, architecture to improve service quality for Solenis users.
10%
Provide support for mobile phone questions and issues not related to billing.
10%
Support audio-visual technology and conference room technology.
10%
Manage the InContact call center routing application.
10%
Qualifications (minimally required education, work experience, knowledge and licensure/certifications)
Education
Bachelor’s degree in computer science, engineering, or related technical filed.
Experience
- 3-5 years working extensively with telecom technologies. Provide telecommunication technology implementation and support for a global organization.
Knowledge
- Microsoft Teams experience required
- Strong working knowledge of integrated voice collaboration suites from Microsoft (Teams preferred); Cisco, Avaya, or others will qualify. Including VoIP\SIP telephony endpoints.
- Experience with PSTN technologies and vendors (ISDN, PRI, POTS lines, SIP, toll-free) and PSTN interfaces (gateways, ATA’s, multiplexers, SIP routers).
- Experience with mobile data solutions for networking and IoT a plus.
- Experience with audio-visual and conference room technology a plus.
- Knowledge of agent call management \ call center platforms a plus.
- Knowledge of Telecom Expense Management (TEM) a plus.
- Microsoft Teams experience required
- Strong working knowledge of integrated voice collaboration suites from Microsoft (Teams preferred); Cisco, Avaya, or others will qualify. Including VoIP\SIP telephony endpoints.
- Experience with PSTN technologies and vendors (ISDN, PRI, POTS lines, SIP, toll-free) and PSTN interfaces (gateways, ATA’s, multiplexers, SIP routers).
- Experience with mobile data solutions for networking and IoT a plus.
- Experience with audio-visual and conference room technology a plus.
- Knowledge of agent call management \ call center platforms a plus.
- Knowledge of Telecom Expense Management (TEM) a plus.
- Demonstrate experience in deploying Microsoft Teams and SfB to MS Teams upgrades
- Strong knowledge on Microsoft Teams architecture, components, and Skype for Business Online components
- Strong knowledge on Microsoft Office 365 technologies - SharePoint Online/One Drive for Business, Exchange online, Groups and Azure AD o Strong knowledge on Windows servers, Active directory and Office 365 services suite and licensing
- Demonstrate experience in understanding and providing aid for Teams desktop/VDI based deployments
- Additional knowledge on MS Teams video and voice interoperability is desired
- Additional knowledge on Microsoft 365 security components for MS Teams security and governance is desired
- Additional knowledge on Client components like Sonus or AudioCodes is desired
- Additional knowledge on Power Platform, Power BI is desired
- Microsoft Certifications - Teams administrator or M365 associate is desired
- Excellent oral and written communication skills desirable
- Ability to work independently and define priorities
- Exceptional problem solving and analysis
- Contact center experience: desirable
- Working on any cloud contact center fiv9 or inContact or Genesys.
- Experience in troubleshooting user agent related issues.
- Good understanding of networking basics
Licensure & Certifications
Technology certifications for Skype\Teamsvpreferred (Avay, Cisco, et al are also relevant).
Travel Requirement (percent of time spent traveling for work)
<5%
General Work Environment
Office environment
Skills: Behavioral & Technical (add any Behavioral or Technical skills that apply to this position)
Ability to quickly troubleshoot technical issues and drive fast resolution time.
Collaborative with technical team and other business colleagues to drive successful operational and project outcomes.
Strong desire to own issues and requests until successfully resolved. Customer service centric approach to service.
Job Scope Information – If part of the position, provide the scope amount for the most applicable measurement for the position.
Measurement
Amount
Number of countries/geographies in sales territory
Operating Budget
Project budgets (average size) – if applicable
Number of sites
Supervisory/Management Scope – Indicate if the position has supervisory responsibilities and if yes, provide the number of direct and indirect reports (employees supervised by direct reports).
Does this position manage employees
No
Number of Direct Reports
0
Total number of employees managed (both direct and indirect)
0
