Telephony Engineer

Overview

On behalf of XSELL Technologies, Lucas James Talent Partners is excited to announce a Telephony Solutions Engineer hybrid scheduled role in Chicago, IL.

About XSELL

Ready to write the best chapter of your career? XSELL Technologies leverages artificial intelligence as a foundational capability to listen, learn, and support agents in real time with the exact information they need to exceed customers’ expectations and deliver top-performer experiences.

Join us on our mission to empower agents, clients, and organizations to increase human performance and job satisfaction by making conversations more personal. We do this by pairing together the best elements of human touch and machine intelligence to drive results.

XSELL is currently seeking a Telephony Solution Engineer. This role will lead a comprehensive SaaS capability and technology gap analysis for existing and desired clients across all functions at XSELL. The role will develop business cases across multiple engagement models and associated architecture options, coordinate the selection of the right-fit engagement model architecture, develop a transition roadmap associated with the future state architecture, and get alignment from business stakeholders and vendors on the selected future state model and architecture.

What will you be doing?

• The Telephony Solution Engineer is expected to lead the collaboration with XSELL solution architects/SME/PMs and collaborate with client businesses.
• Map telephony and SaaS call center integration requirements to architecture diagrams.
• Lead high-level scoping and costing activities.
• Guide and influence team members and business colleagues.
• Ensure that new technology is appropriately introduced and integrated into client environments.
• Serve as a key representative on telephony integration initiatives.
• Working hands-on deploying, maintaining, and supporting telephony integration infrastructure.
• System Monitoring
• First Level of troubleshooting and data gathering of incidents
• Creating/updating needed AMI
• Lab Testing and maintenance
• Other Duties as required.

Here’s what you need to bring to the table:

• To be successful, you will need the following:
• 5+ years experience in Telephony, with “hands-on” involvement in deploying and integrations.
• Experience with Cloud Contact Center Services and Technologies
• Collaborates with architecture, engineering, and product teams within Network Services and other IT disciplines to understand and contribute to overall IT directions and strategies
• Experience using model-based representations that can be adjusted as required to collect, aggregate, or disaggregate complex and conflicting information about the business
• Experience planning and deploying both business and IT initiatives
• Exceptional communication skills with all levels of the organization, including written and verbal communication and visualizations
• Knowledge of SIP, RTP/RTCP, codecs G.729 & G.711 is required
• Familiar with technology trends in networking, examples include but are not limited to software-defined networking (SDN), BYOD, SIP session management, etc.
• Expertise in voice technologies including but not limited to voice-over IP protocols (H.323/SIP), IP PBX, session management, etc.
• Expertise in LAN/WAN technologies including but not limited wired/wireless LAN environments, data center networking, Intranet/extranet environments, as well as wide area networking technology such as IP/MPLS, SONET/SDH, DWDM technologies, IP Multicast (PIM, MBGP) and QOS environment
• Experience with networking products such as routers, switches, load balancers, firewalls, recorders, and WAN optimization products
• Knowledge of vendors such as Juniper, Genesys, Avaya, Five9, Cisco, Alcatel-Lucent
• Knowledge/Experience of AWS services and technology suites
• Linux Skills
• System Admin experience
• Networking understanding (TCP/IP, DNS, Routing, etc..)
• Beginner to intermediate scripting for system admin Experience (Bash or Python, and so forth.)

XSELL is committed to a culture of teamwork; where everyone works together to plan, do, learn, and continuously improve. We accomplish that by staying true to our core values.

• Best Chapter: Every XSELLer is plugged in and focused on writing their “best chapter yet”, both personally and professionally. We believe in working hard to achieve success, but that success only comes if we are doing it together. We do this with a high level of humility, integrity, and compassion towards our coworkers. We celebrate and recognize each other and have a lot of fun along the way.
• Know Us By Our Results: We do what we say and say what we do. Our coworkers and clients will “know us by our results” – we welcome that and embrace transparency and measurement.
• Do It The XSELL Way: Together we are building an inclusive culture full of top-performing, talented people that are striving towards common goals with resilience. People will admire not only the work we do but also that we “do it the XSELL way” – as one team. We do this through strong communication, collaboration, and accountability to each other.
• Open for Business: We are always “open for business” – fiercely committed to improving ourselves, our team, and our company. We stay curious and approach every situation as an opportunity to learn and grow.
• Conversations Happen In the Room: Feedback is imperative to our collective success. We approach the “conversation in the room” with respect, empathy, and candor. Our dialogue with each other is always open and honest.

XSELL Technologies is an Equal Employment Opportunity Employer and all employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

We are committed to the full inclusion of all qualified individuals. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, perform essential job functions, and/or receive other benefits and privileges of employment, please contact us.