Westlake Services
Telecom Engineer
Westlake Services, Los Angeles, California, United States, 90079
Telecom EngineerLos Angeles, CA | On-site role
Job Description:
The Telecom Engineer will be responsible for day-to-day operations of a complete Cisco Environment including: PCCE, CUCM, Unity, Voice Gateways, CUSP, CTI applications and VoIP related platforms such as call recording and wallboard integrations. The Engineer will also help manage the Cisco Dialer infrastructure, being exposed to Dialer operations while learning functionality and ensuring system stability and uptime.
Responsibilities and Duties:Engage in Telephony Infrastructure projects that focus on improving the Telecom environment through the evaluation of collaboration solutions.Troubleshoot SIP, CTI, and call recording related issues throughout the enterprise identifying root cause.Work with existing support vendors to maintain Security standards set forth by the infosec team through required patches, engineering specials, Server updates, and client software upgrades.Take up Telephony related projects revolving around business needs to help improve work flows and processes to improve Telecom efficiencies.Participating in interactions with internal business departments to define requirements, discuss project progress, and resolve issues as they arise.Providing second-level technical and non-technical support as needed, including client/vendor relations and technical problem solving and providing training to staff for new systems.Researching new technologies to fully understand implementation requirements and implications for integration with other systems.Producing required documentation such as client communication, proposals, and user instructions. Troubleshooting and debugging increasingly complex network problems, making recommendations for improved operational efficiency, repair, replacement, or upgrades.Maintaining existing and deploy new Cisco Voice Systems of various models.Support, maintenance, upgrades Cisco based call center system.Working under minimal supervision with moderate latitude for use of initiative and independent judgment.Documents telecom problems and resolution for future reference.Monitors system performance and implements performance tuning.Participate in a 24x7 on call rotation as assigned by the Telecom Engineering ManagerGeneral Experience and Qualifications:
Associates or bachelor's degree in Computer Science or another related field preferred2-3 years of working knowledge of the Cisco Unified Communications platform including PCCE/UCCECCNA, CCNP Collaboration Certificates preferredStrong Layer 1 fundamentals relating to Cisco Hardware for installation and maintenanceCisco Unified Contact Center Enterprise and Express (UCCE, UCCX, PCCE)CVP, VXML, ICM application scripting and routing in relation to call flows and IVRCUSP architecture and standard configurations for multi-CUBE deploymentsMicrosoft SQL Query writing with a strong understanding of the ICM and Unified CC Enterprise DatabasesActive Directory & Windows Server knowledgeMicrosoft office suite with Visio skills capable of creating documentationsExcellent communication and interpersonal skillsQuick learner and problem solverWell organized with strong attention to detailAbility to produce and maintain complex SOP's and documentationMust enjoy working in a fast-paced team-oriented environmentWhat's the expected pay for this role?
Base pay range of $90,000 - $115,000 per yearThe exact starting compensation to be offered will be determined at the time of selecting an applicant for hire and will be dependent on a wide range of factors, including but not limited to geographic location, skill set, experience, education, credentials, and licensure when applicable.What do we offer?
Medical, Dental, and Vision benefitsLife Insurance and Long-term disability plansFlexible Spending Account401K matchingEmployee Stock Ownership Program in a $20 Billion Company, plus company matchingWellness ProgramsMetro Tap Card and Metro-link Reimbursement (for Los Angeles, CA employees only)Career Path OpportunitiesDiscounts on Parks, Museums, Movie Tickets, and AttractionsAnnual Flu ShotPaid Vacations DaysPaid Sick daysPaid holidaysHGym (available in our Los Angeles, CA & Dallas, TX office)Rental Car Discounts, Dell Member Purchase ProgramUKG Wallet
Acknowledgment
We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
We are an equal-opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the organization.
Job Description:
The Telecom Engineer will be responsible for day-to-day operations of a complete Cisco Environment including: PCCE, CUCM, Unity, Voice Gateways, CUSP, CTI applications and VoIP related platforms such as call recording and wallboard integrations. The Engineer will also help manage the Cisco Dialer infrastructure, being exposed to Dialer operations while learning functionality and ensuring system stability and uptime.
Responsibilities and Duties:Engage in Telephony Infrastructure projects that focus on improving the Telecom environment through the evaluation of collaboration solutions.Troubleshoot SIP, CTI, and call recording related issues throughout the enterprise identifying root cause.Work with existing support vendors to maintain Security standards set forth by the infosec team through required patches, engineering specials, Server updates, and client software upgrades.Take up Telephony related projects revolving around business needs to help improve work flows and processes to improve Telecom efficiencies.Participating in interactions with internal business departments to define requirements, discuss project progress, and resolve issues as they arise.Providing second-level technical and non-technical support as needed, including client/vendor relations and technical problem solving and providing training to staff for new systems.Researching new technologies to fully understand implementation requirements and implications for integration with other systems.Producing required documentation such as client communication, proposals, and user instructions. Troubleshooting and debugging increasingly complex network problems, making recommendations for improved operational efficiency, repair, replacement, or upgrades.Maintaining existing and deploy new Cisco Voice Systems of various models.Support, maintenance, upgrades Cisco based call center system.Working under minimal supervision with moderate latitude for use of initiative and independent judgment.Documents telecom problems and resolution for future reference.Monitors system performance and implements performance tuning.Participate in a 24x7 on call rotation as assigned by the Telecom Engineering ManagerGeneral Experience and Qualifications:
Associates or bachelor's degree in Computer Science or another related field preferred2-3 years of working knowledge of the Cisco Unified Communications platform including PCCE/UCCECCNA, CCNP Collaboration Certificates preferredStrong Layer 1 fundamentals relating to Cisco Hardware for installation and maintenanceCisco Unified Contact Center Enterprise and Express (UCCE, UCCX, PCCE)CVP, VXML, ICM application scripting and routing in relation to call flows and IVRCUSP architecture and standard configurations for multi-CUBE deploymentsMicrosoft SQL Query writing with a strong understanding of the ICM and Unified CC Enterprise DatabasesActive Directory & Windows Server knowledgeMicrosoft office suite with Visio skills capable of creating documentationsExcellent communication and interpersonal skillsQuick learner and problem solverWell organized with strong attention to detailAbility to produce and maintain complex SOP's and documentationMust enjoy working in a fast-paced team-oriented environmentWhat's the expected pay for this role?
Base pay range of $90,000 - $115,000 per yearThe exact starting compensation to be offered will be determined at the time of selecting an applicant for hire and will be dependent on a wide range of factors, including but not limited to geographic location, skill set, experience, education, credentials, and licensure when applicable.What do we offer?
Medical, Dental, and Vision benefitsLife Insurance and Long-term disability plansFlexible Spending Account401K matchingEmployee Stock Ownership Program in a $20 Billion Company, plus company matchingWellness ProgramsMetro Tap Card and Metro-link Reimbursement (for Los Angeles, CA employees only)Career Path OpportunitiesDiscounts on Parks, Museums, Movie Tickets, and AttractionsAnnual Flu ShotPaid Vacations DaysPaid Sick daysPaid holidaysHGym (available in our Los Angeles, CA & Dallas, TX office)Rental Car Discounts, Dell Member Purchase ProgramUKG Wallet
Acknowledgment
We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
We are an equal-opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the organization.