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    Telecom Network Engineer - Temporary

    SchoolsFirst Federal Credit Union
    Tustin, CA 92780
    Full-time, Part-time
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    Job Description

    This is a 6 monthr temporary assignment with full benefits, with opportunity for extension or conversion to full time Position Summary: As part of the IT Network and Telecom team, this role will support and enhance the voice and call center environment. The role will collaborate with peers, architects, project managers, management, business stakeholders and vendors on design, strategy, operational and project activities. Functional focus areas: • Contact Center • Voice and Collaboration • Routing and Switching • Telecommunications Work Effort Allocation Design: 10% - 20% Projects: 40% -- 50% Operational Tasks: 40% - 50% Duties: • Design, implement and configure systems to support the voice and call center environment. • Develop and maintain configuration standards and operating procedures. • Coordinate with vendors for implementation, technical support and troubleshooting. • Perform intermediate level design through independent thinking and application of best practice principles. • Perform call flow analysis, design, documentation and testing. • Troubleshoot complex incidents and problems, including escalation internally or to 3rd party vendor support, to determine root cause analysis. • Forecast, recommend, and implement capacity planning. • Perform daily system monitoring, verifying the integrity and availability of network infrastructure. • Perform ongoing performance tuning, upgrades, and resource optimization as required. • Gather and analyze system log files. • Research and recommend innovative and automated approaches for system administration tasks. • Apply patches and upgrades on a regular basis to maintain operational and security standards. • Design and implement end-to-end highly available solutions to minimize repair and recovery efforts, and hardware or software failures. • Provide assistance for escalated support cases from Service Desk, Network Administrators and Network Engineers I and II. • Provide second tier support at the engineering level including investigation, troubleshooting, root cause analysis and resolution. • Monitor ITSM tickets and prioritize appropriately. • Travel to remote offices up to 20% of the time. • This position will be part of on call rotation supporting the production environment 24x7x365. • Other duties as required to ensure continuous operation of Infrastructure systems. • Manage vendors and hold them accountable to contractual SLA's and obligations. • Submit and fulfill change and service requests. • Provide KPI and metrics for reporting. • Conduct after-hours maintenance. • Perform peer review of submitted changes by Network Administrators and Network Engineers I and II. • Design and support disaster recovery and business continuity testing. Experience:3+ years telecommunications experience.5+ years voice and/or collaboration experience.7+ years of contact center experience.Intermediate knowledge of routing and switching with three to four years of experience with:Cisco RoutersCisco SwitchesBeginner knowledge of network design with one to two years of experience in voice:Cisco design methodologies and objectives, addressing and routing protocols, and network expansion considerations within campus, data center, security, and voice.Advanced knowledge of voice and contact center with seven to eight years of experience with:Genesys PureConnectCisco Unified Communications ManagerCisco Unified Contact Center EnterpriseIntermediate knowledge of queuing, routing, interaction channels, recording, reporting and administration. IVR, speech analytics, interactions, workforce management, outbound dialer and virtual hold.Intermediate knowledge of TCP/IP and OSI Model.Intermediate knowledge of SNMP, log and packet capturing monitoring tools.Intermediate knowledge of VMware vSphere in a UCS environment.Advanced experience with SIP, RTP, RTCP, WebRTC, ISDN, TCP/IP, MGCP, H.323, SCCP and G.729.Intermediate knowledge and experience with Windows Server 2012 and higher.Intermediate knowledge of CoS and QoS designs, configurations and support.Intermediate knowledge of audit and security best practices (NIST, PCI, ISO). Education:Bachelor's degree in business, engineering or computer science. Certification:Relevant certifications includingCCNA Routing & Switching or related networking certification is preferredGenesys (Interaction Intelligence) Interaction Center Certified Specialist certification is preferred.Other related voice and contact center certifications are a plus. Must have valid California Driver's license and proof of insurance.The requested interim teammember will provide additional support for many of the administrative tasks and break/fix responses. The team requires additional support and backup so that we don't have to pull teammembers away from project work, and so we can handle more than one ticket/issue at a time. I also want to prevent "burnout" by reigning in some of the long hours required to maintain daily operations and perform after-hours changes or incident response. Ideally, we will include an add to staff in our 2021 FTE plan for this role, and convert this resource from interim status, which will help us continue to provide the necessary support for our growing organization.Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
    Posting ID: 567599215Posted: 2020-08-15