Senior Telecom Engineer

Job Title:

Senior Telecom Engineer

Location:

Block 23

What you’ll do:

The Sr. Telecom Engineer – Telephony Engineering is heavily involved in engineering, configuring and maintaining critical telecom systems that impact business operations. In addition, the engineer proactively seeks to communicate solutions to telecom-related issues and preferred emerging technologies that can be used to improve the overall health of the company’s telecom network. The Sr. Telecom Engineer, with a minimum experience of five years developing and evaluating telecom-related software programs including Cisco Call Manager, UCCX, Genesys Cloud and Teams Phone. Prepares the analysis of the short-term or long-term capacity needs for the telecom infrastructure – premise and cloud. Conducts economic and population growth studies to determine impact on telecom infrastructure capacity and development plan projections. Makes decisions on issues regarding technical approach for project components. Exercises considerable latitude in determining objectives and approaches to assignments.

• Platform engineering, development and administration of telephony systems and collaboration tools
• Works with technical teams to ensure that hardware and software infrastructure is maintained with latest firmware and software requirements
• Escalation support to the Call Center/Customer Care departments
• Troubleshoots and resolves all expedited issues impacting the customers’ challenges and needs in a timely manner
• Proactively communicate the status, plan of action(s), and resolution(s) of issues
• Monitors and reports the performance of telecom components against KPIs and takes preemptive measures to minimize interruptions
• Identifies opportunities and recommends solutions for improving the overall telecom health by assessing overall effectiveness and efficiency
• Evaluates new technologies and platforms to determine whether their applicability aligns with businesses needs
• Documents processes and creates KB articles for internal users
• Trains end-users and admins on how to use the phone system
• Experienced in leading complex telecom-related projects
• Strong troubleshooting skills and proven track record of getting your hands dirty to fix telecom-related problems

What you’ll need:

• Proven track record supporting Cisco CUCM, UCCX, CUBEs, Unity, Finesse, Calabrio in an enterprise-wide setting with a minimum of 5 years experience
• Genesys Cloud (PureCloud) experience
• MS Teams/Teams Phone experience
• Working knowledge of Wireshark, Audiocodes Syslog, SSH, Putty, SIP
• Experience in upgrading IOS versions and firmware
• Ability to lead, support and mentor other engineers, helpdesk and end-users
• Applied working knowledge of ITIL change management and service design
• Ability to communicate effectively with management, staff and vendors
• Ability to analyze specifications and design documents
• Ability to work well in a team setting as well as independently with minimal direction
• Create and maintain comprehensive documentation for all implemented telecom networks
• Perform preventative maintenance on telecom devices
• May require participation in a 24×7 on-call rotation, after-hours and weekend work
• Working knowledge of APIs and CRM integrations
• Understands CCaaS, SaaS, UCaaS technologies and be able to trace where calls get routed
• Cisco certified, Zoom experience and telephony-related certifications are nice to have
• Some travel is required
• Other duties as assigned

Benefits you’ll love:

We offer all the important things you’d want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

About the company:

Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC. AmeriHome Mortgage is a Western Alliance Bank company.

Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email HR@westernalliancebank.com or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.

© Western Alliance Bancorporation

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