Telecom Engineer
Hours of Work
Full-time, Exempt
To the extent permitted by law, the Company may, in its sole discretion, change the work schedule to address business needs. Work hours will depend on the business hours of the time zone serviced.
In This Role, You Will:
Work within Mariner Finance’s Corporate IT Operations team. You will work within a high-performing team to develop and design robust Telecom solutions for Mariner’s offices and branches nationwide. You will be provided numerous opportunities to play an important role in special projects, marketing initiatives, and the daily operation of Mariner Finance.
Responsibilities and Essential Duties:
- Plan, design, implement, and provide ongoing support of Telecom solutions of high complexity (core telephony, collaboration, and contact center) to fulfill business needs for performance and cost benefits.
- Provide second-level technical support to clients and to technical teams within Mariner Finance to resolve telecom issues and to support the implementation of new solutions.
- Provide operational and technical support for conference room technology – including video conferencing hardware platforms. Responsible for maintaining systems, driving functional upgrades and enhancements, and engage with users and other support teams as needed for support issues.
- Willingly share and accept ideas within team structure to build solid solutions and ensure effective troubleshooting of issues.
- Ensure full compliance of Mariner’s Key Controls and Technical Service Requirements for all Telecom architecture, designs, and implementations both past and present.
- Assist with testing and QA functions to ensure that projects are securely delivered and fulfill expectations.
- Build and maintain relationships with teams and third parties on Telecom development or support issues.
- Ensure all changes go through appropriate review, change control, and acceptance before implementation.
- Provide highest level of technical consultancy to ensure problem resolution is achieved in the shortest possible timeframe.
- Work with the Information Security team to ensure solutions deployed meet Mariner’s security requirements and provides technical assistance for investigation and analysis of security alerts.
- Recommend and assist in development of solutions and build out of plans to effectively gain buy-in from all participants.
- Assist with development and streamlining processes to further improve delivery of Telecom services.
- Document issues and solutions, create job aids to be used by both Support Teams and/or End Users.
- Handles problems that are difficult and sometimes complex.
- Complete projects, prioritize tasks, and provide frequent progress reports with limited direction from team leads and management based on company needs.
- May perform additional functions depending on market demand and staffing in order to provide consistent quality customer service.
IND1 #LI-Hybrid #LI-JA2
Required Qualifications:
- Minimum of five (5) years of Telecom management experience and deep expertise in Telecom solutions including troubleshooting and implementation within cloud-based solutions (Ring Central).
- Experience supporting complex contact center environment consisting of items such as call prioritization, advanced routing, IVR, Dialer, API Integration, call recording and call reporting elements.
- Advanced knowledge in Telecom operations support (PBX, IVR, Carrier Ops, Call Processing, Network Management).
- Previous Telecom design and development experience.
- Experience with all aspects of high-availability fault-tolerant architectures.
- Ability to explain complex ideas and concepts to both a technical and nontechnical audience in English both verbally and in writing.
- Experience developing technical diagrams with tools such as Microsoft Visio.
- Experience with and strong knowledge of various video conferencing platforms (RingCentral, Zoom, Teams, etc.) and technology for conference rooms for collaboration (Poly, etc.).
- Strong skillset with scripting languages, such as Python, Java/JavaScript or similar.
- Strong ability to work in a fast-paced environment.
- Strong ability to multitask, change direction, effectively prioritize, and meet deadlines.
- Ability to work with little to no supervision and be able to independently determine tasks to complete on a daily basis.
- Ability to occasionally adjust work schedule to meet business need (standard is forty (40) hour week with occasional after-hours and weekend requirements).
- Strong interpersonal and customer service skills with the ability to work effectively with both local and remote staff, teammates, managers, and senior business leaders.
Preferred Qualifications:
- Bachelor’s degree in a related field.
- ITIL Certification
- Experience with PCI compliant or ISO-2700x environments.
- Experience with RingCentral & NICE.
Physical Demands:
While performing the duties of this job, the employee is frequently required to sit for extended periods; reach with hands and arms; and talk or hear. The employee is occasionally required to move about. The employee must occasionally lift and/or move up to twenty (20) pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
Disclaimer
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time or without notice.
Pay Type
Salary
Hiring Min Rate
78,000 USD
Hiring Max Rate
120,000 USD
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