Telecom Engineer
Volkswagen Group of America, Inc. - Libertyville, IL

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Job Summary

The Telecommunication Engineer will be responsible for ongoing design updates and support of our telephony and contact center services including applications, hardware and converged solutions. This position will work closely with other Information Technology and Business teams to help define and document solution requirements. The Telecommunication Engineer will also ensure that solutions are thoroughly documented and consistent with our long-term roadmap for telephony and contact center capabilities. This individual will drive continuous improvements within the organization by focusing on increased automation, improved business delivery and tracking and reporting of change with strict adherence to defined change management and production release management processes.

Job Responsibilities

  • Provide day-to-day support of our Genesys/Alcatel platform
  • Design and execute routine test plans to ensure system integrity and production readiness
  • Conduct proof-of concept and lab activities that include interoperability testing, quality metrics, load and stress testing as well as overall functionality
  • Maintain end–to-end understanding of existing technologies and services and their use within the business.
  • Coordinate new upgrades and enhancements with internal and external teams
  • Perform proactive traffic and utilization analysis to trend and predict service consumption and growth
  • Provide regular analysis of system performance and make recommendation for improvement or redesign
  • Reports, tracks and if necessary escalates voice platform performance issues to resolution
  • Provides 24-hour on-call support for voice/Telecom platform issues
  • Responsible for maintaining IT policies and procedures for strict access controls to customer, company and voice system information
  • Performs other necessary departmental and inter-departmental duties as assigned
Required Qualifications

Formal education or equivalent:
  • Bachelor’s degree in computer sciences
  • Seven years of related work experience supporting a multi-channel call center platform with technical certificates or relevant college courses
Years of experience: 7 years

Competencies:
Collaboration
Customer focus
Process orientation
Results driven
Team management

For management:
Change leadership
People development
Strategic agility

Basic skills:
  • Analytical thinking – using logic and reason
  • Communication skills – interpersonal, presentation and written
  • Computer savvy – skilled in the use of software
  • Conceptual thinking – creative and strategic
  • Integration – joining people, processes or systems
  • Negotiation skills
  • Influencing skills
  • Problem solving
  • Resource management
Specialized skills, knowledge or certifications unique to this role:
  • Genesys Customer Interaction Management Platform certification (Version 8.X).
  • Alcatel A4400 switches, with Genesys Voice Portal (GVP), Genesys Routing, Genesys Reporting, Genesys Outbound Suite.
  • Genesys Platform Subject Matter Expert (SME)
  • Ability to express complex technical concepts effectively, both verbally and in writing
  • Exceptional written and verbal communication skills
  • Excellent analytical and problem-solving skills
  • Service-oriented attitude with the ability to multi-task, organize and re-reprioritize work in a dynamic, fast-paced environment Self-starter, performing day-to-day tasks with minimal supervision but working effectively with immediate and cross-functional team members
  • Ability to express complex technical concepts effectively, both verbally and in writing
  • Solid understanding of IP networking (LANWAN) as it pertains to VoIP systems
Work flexibility (travel requirements, work schedule, etc.)
  • Must be available to provide 24-hour on-call support for voice platform issues
  • Must be available to travel approximately 10% of the time

Volkswagen Group of America - 18 months ago - save job - block
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About this company
Volkswagen Group of America, Inc. is a wholly-owned subsidiary of Volkswagen AG, the world's fourth largest automaker and the largest...