TransPerfect

Telephony Systems Engineer

ID
2018-9902
Category
Information Technology
Location
US-AZ-Tempe

Responsibilities

The Telephony Systems Engineer requires working knowledge in the various disciplines utilized within and connecting to the telephony system.  The engineer tests, troubleshoots and implements complex system technologies, operating systems components, software tools, and utilities with full competency. The position integrates new technology and maintains existing infrastructure required to support the division, and requires strong problem-solving, analytical and communications skills. This person is responsible for providing technical support for the call center environment, managing voice and data communication lines, as well as carriers of such technologies. 

The ideal candidate must have a minimum of 3 years of hands-on experience with Contact Center/IVR/ACD technologies, including Interactive Intelligence (ININ). Candidate must be a team player who can be involved in project implementation, operation, and optimization of technologies.

 

The Connect division of TransPerfect provides over the phone service.  This mission critical portion of our operation must have the strongest support and be managed to provide 99.999 up time.  

 

  • Design, configure, test and validate all ACD call flows, traffic routes and associated contact system functionality.
  • Administer and monitor voice systems for quality, performance and SLA attainment.
  • Implements and supports end users in reporting tools and functions for all call center metrics for both internal and external clients.
  • Provide support as needed for break/fix resolution and move/add/change/deactivation requests for all telecommunications systems.
  • Own end-to-end delivery of telephony network/voice technology, ensuring maximum performance, reliability, and scalability.
  • Develop, maintain and enforce standards, policies and procedures to ensure the infrastructure is properly and consistently deployed, managed and maintained across the global enterprise.
  • Research and advocate new technologies, designs, and products to maintain a modern infrastructure and add value to the enterprise including voice, video and chat services.
  • Perform analysis and diagnosis of complex Contact Center call flow and routing problems and assure that issues are properly and quickly resolved
  • Administer carrier orders for local and long-distance circuits and associated terminations.
  • Develop and maintain documentation for Business Continuity and Disaster Recovery

 

Qualifications

  • A Bachelor’s degree in Information Systems or equivalent training and experience is preferred. 
  • Must have 5 – 8 years relevant telephony systems and/or IT experience in operations of similar scope and complexity.
  • Experience as a Systems Administrator or Telecom Engineer in a Call Center environment
  • Experience supporting a PBX, ACD systems and working with an IVR is required.
  • Experience with the configuration and administration of common TDM and VOIP telephone call manager systems.
  • Requires well developed written and verbal communications skills.
  • Strong customer orientation
  • Outstanding troubleshooting and problem-solving abilities

 

Requirements:

  • BA or BS in a computer-related field, or equivalent Telecom experience/ certification
  • 3+ years of advanced knowledge and hands-on experience with Interactive Intelligence call center platform. Interactive Intelligence certification a plus
  • Experience with CIC Handlers, Dialer, Optimizer, Reports, Media Servers
  • Understanding of telephony and network protocols – SIP, T1, PRI, RTP, RTCP, DNS, DHCP
  • Hands on experience with voice applications – ACD, CTI, IVR, Messaging, Speech Recognition, Dialing, Voicemail, Recording and Monitoring
  • Experience being the ININ support expert and taking the technical lead for escalated ININ product.

Overview

About TransPerfect

 

For more than 25 years, TransPerfect has provided comprehensive language and technology solutions to help our clients communicate and conduct business more effectively in a global marketplace. Equipped with a quality management system certified to both the ISO 9001:2015 and ISO 17100:2015 standards, TransPerfect provides a full array of language and business support services, including translation, interpretation, multicultural marketing, website globalization, subtitling, voiceovers, staffing services, e-learning and training, and legal support services. TransPerfect also offers a suite of next-generation technologies that significantly reduce costs and improve consistency throughout the translation process, making TransPerfect the vendor of choice for the world's leading multinationals.

 

With annual revenues of over $615 million, TransPerfect is the world's largest provider of language services and technology solutions. From offices in more than 90 cities on six continents, TransPerfect offers a full range of services in 170+ languages to clients worldwide. With an unparalleled commitment to quality and client service, TransPerfect is fully ISO 9001 and ISO 17100 certified. TransPerfect has global headquarters in New York, with regional headquarters in London and Hong Kong.

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