Senior Contact Center Engineer (Home office / remote / work at home eligible)

| Remote

Description

 

The Senior Telecomm/Voice Engineer is responsible for designing and implementing all or part of the organization's complex telecommunications infrastructure in line with pre-identified business needs and requirements. The Senior Telecomm/Voice Engineer work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors.

 

Responsibilities

 

This role is responsible for supporting and administering existing Avaya contact center technology, as well as for designing and implementing new solutions in support of enterprise level contact centers. The primary focus is to engineer and support the Avaya systems and direct manage Avaya service partners for addressing any maintenance and support activity that insures system stability. This includes responsibility for design, implementation, configuration, daily operation and upgrading of core Avaya Aura Products including: System Manager, Session Manager, Communications Manager, Media Server, Voice Gateways, Application Enablement (AES), Avaya Experience Portal. Develop and implement call routing plans, vectors, VDNs, IVR scripts. Alternate technical focus may be on Oracle Session Border Controllers, SIP infrastructure, and the telecommunications aspects of the Contact Center environment.

 

This position makes recommendations for resources required to maintain and/or expand service levels required to ensure the successful operation of the enterprise contact center systems. This individual will work independently and as part of the team to perform engineering duties including but not limited to design and deployment of new technology in the area of IP Telecommunication systems, specifically for the enterprise contact center solutions. Perform other duties as assigned

 

Essential Functions:

  • Takes charge of the telecom platforms and leads the direction on best practices for supporting a SIP infrastructure.
  • Sets standards and direction for the Avaya platform.
  • Troubleshoots Avaya issues including P1 and P2 events.
  • Work collaboratively with business partners, vendors, and internal technical teams to design and implement new IP Telephony solutions in our enterprise contact centers.
  • Serve as the technical lead on projects of all scopes by developing design documentation, coordinating system changes, and executing configuration changes in the area of contact center systems.
  • Serve as the subject matter expert to set technical direction and give operational guidance to operational support teams.
  • Develop technical standards, defines operational processes, write configuration “best practices” for contact center telecommunication and collaboration infrastructure.
  • Avaya Engineer for projects planning activities to align with project deliverables and deadlines.
  • Analyze system and application data to ensure system stability and improve system performance.
  • Provide recommendations for remediation of issues
  • Identify and prioritize the deliverables of platform components; participate and recommend the technical direction of the platform, and influence how project teams in departments develop and support dependent applications.

     

    Communication Skills:

  • Excellent written and verbal communication skills with the ability to present complex technical information of the platform in a clear and concise manner to executives and non-technical leaders.
  • Must have excellent presentation skills to wide spectrum of audience types (Sr. Executives to Technical Architects).

    Mathematical Skills:

  • Strong technical aptitude, along with analytical skills

    Reasoning Ability:

    Must be abl to work independently with minimal supervision.

               

Qualifications:

Education/Experience:

  • Bachelor's Degree in Computer Science and/or Engineering. Equivalent education and experience will be accepted in lieu of a Bachelor’s degree.
  • Strongest candidates will have skills and experience in both Avaya and IP infrastructure engineering, but a focus on one or the other is acceptable.
  •  

Experience for Avaya Focus includes:

  • 7+ years Avaya experience with a SIP background, Avaya Session Manager and VOIP QOS etc.
  • 7+ years’ experience in an operations role supporting IP based voice systems and design and engineering capacity in a large scale contact center environment
  • 7+ years of experience in designing systems/applications with high level of complexity, including interfaces, multiple packages, and platforms
  • Advanced working knowledge of Avaya contact center technologies, understanding of VoIP/IPT technology from a design, implementation and support perspective.
  • Proven experience in Avaya IP Telephony solutions (CM v.7, Session Manager, Systems Manager, Experience Portal, Best Services Routing, etc.).
  • Experience with integrating call recording systems and other contact center technologies.
  • Session Manager programming and Entity link building a plus.
  • Experience with Breeze, Virsae tool, IP Toll Free a plus

 

Experience for Oracle/SIP focus includes:

  • 7+ years experience and advanced working knowledge of Telco service provisioning/implementation process, SIP Trunking and Session Border Controllers and knowledge of TCP/IP packet flows.
  • Experience with Oracle EOM and demonstrable skills in managing, retrieving and analyzing data for the EOM.
  •  
  • Both technical focuses:
  • Experience in working in managed service environment and directing a managed service vendor.
  • Excellent written and verbal communication skills with the ability to present complex technical information of the platform in a clear and concise manner to executives and non-technical leaders.
  • Must have excellent presentation skills to wide spectrum of audience types (Sr. Executives to Technical Architects)
  • Strong technical aptitude, along with analytical skills
  • Must be able to work independently with minimal supervision.
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Location

Our bright, brand new, open-concept offices are located in the bustling Seaport district surrounded by like-minded high-tech and start-up companies.

An Insider's view of Humana Studio_h

What’s the vibe like in the office?

The Boston office is very open and built to make conversations & interactions easier. It’s easy to reach out to people (at any level) to ask for help, input, or just have a casual chat. There are 2 community managers who also help to plan events throughout the week for associates (e.g., yoga, happy hour, games). It’s a super lively environment!

Nanxi Ling

Experience and Transformation Lead

What projects are you most excited about?

The opportunity to be part of launching new products and care plans from greenfield by leveraging the latest technology stack and building best in class experience for both internal and external facing user applications, that will ultimately help us a company to focus on “Whole Person Health” rather than being than being a transaction system.

Kapil Sibal

AVP, Software Engineering

What are Humana Studio_h Perks + Benefits

Humana Studio_h Benefits Overview

• 401(k) with 125% match on first 6% contributed
• Associate Incentive Plan (AIP)
• Personal Time Off (PTO)
• Two Personal Holidays in addition to other major holidays
• Volunteer Time Off (VTO)
• Tuition Assistance
• Parental Leave / Caregiver Leave
• Comprehensive medical, dental, and vision insurance with subsidized premiums
• Life & Disability Benefits
• Adoption Assistance
• $2,500 Associate Referral Bonus for qualified positions
• Wage Works parking and commutation pre-tax benefit
• Charitable Matching Gift Program
• Network Resource Groups

Culture
Volunteer in local community
Volunteerism at Humana is part of our DNA - each employee is given 2 full days per year to designate to the cause of their choice. Volunteer on your own or with your team.
Partners with Nonprofits
Humana Foundation, Bold Goal Initiatives + MANY MORE!!!
Eat lunch together
Intracompany committees
Cross organization projects and initiatives, Network Resource Groups
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Humana is ranked #42 on DiversityInc's Top 50 Companies for Diversity and Inclusion. Our CEO Bruce Broussard Chairs the Executive Diversity Council and sets our agenda.
Unconscious bias training
Humana is partnering with Cook Ross, renowned consulting firm with deep expertise in Unconscious Bias to ensure that everyone can bring their whole self to work.
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Humana's retirement plan is administered by Charles Schwab and offers a broad selection of stocks, bonds and international index funds to choose from.
401(K) Matching
Humana provides employees with a 401(k) matching plan managed by Charles Schwab. We match 125% of contributions up to 6% of an employee's annual gross pay.
Performance Bonus
The Associate Incentive Plan, or AIP, enables us to recognize associates for their contributions to the company's performance and outstanding contributions to those we serve.
Match charitable contributions
The Humana Foundation will match your donation dollar for dollar up to $100 per calendar year; or $2 for every $1 if you donate to an active Humana Foundation grant recipient.
Child Care & Parental Leave Benefits
Generous Parental Leave
Parental Leave provides up to 6 weeks of paid time away from work to bond with your newly born, adopted, or fostered child. The Parental Leave benefits are available to both the primary and secondary
Flexible Work Schedule
Humana provides employees with a flexible work schedule that includes Core hours but is at the discretion of leadership.
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Adoption Assistance
We reimburse up to $5000 for eligible adoption expenses and 6 weeks of paid leave, 6 weeks unpaid.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Our employees receive 16 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Humana offers a pre-tax commutation benefit through Wage Works.
Game Room
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, 1-to-many program, Cross-department program, Career mentoring, Leadership mentoring.
Online course subscriptions available
Paid industry certifications
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