Vacancy expired!
Title : Telecom Engineer Location: Baltimore, MD- Onsite Services strives to hire exceptional, innovative, and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Telecom Software Engineer to join our team. currently seeks a "Telecom Services Senior Specialist" to join our team in "Baltimore, MD". Summary of Telecom Software Engineer duties:
- Role supports a highly available always on 24x7 Healthcare systems services model and will participate in the on-call rotation as assigned.
- Perform telephony hardware, software, PBX, VOIP, and infrastructure support tasks to include install/maintain system operability and performance.
- Valid driver's license required as some regional travel may be required; position requires engineer to have reliable transportation and ability to travel to remote sites supported by the Provider.
- Key contributor in daily Incidents, Service Request, and Projects support.
- Maintain and stabilize telephony platform across 10 hospitals and 250 ambulatory sites.
- Will work closely with other technology teams troubleshooting customer issues.
- Will be responsible for supporting all voice networking assets in a Healthcare system to meet aggressive Business SLAs.
- Provide end user support 24x7x365 and On-Call rotation for after hour support as assigned.
- Provide Tier-1 and Tier-2 support of customer Service Requests and Incident troubleshooting and resolution.
- Responsible to meet and maintain required SLA's.
- OpenScape Voice : configure, install, and modify user profiles. Troubleshoot call scenarios such as dropped calls, one-way audio, call tracing. SBC call routing.
- Openscape Contact Center: build or modify call Routing Strategies, Queue Processing Workflows and Voice Recordings.
- OpenScape Personal Edition (remote client application): ability to understand the SIP Connections, UDP vs TCP protocols, troubleshoot connectivity problems.
- Responsible for service testing to include identifying, correcting, or escalating problems.
- Document network by correct labeling of routing equipment and cables, and documenting configuration diagrams and specifications.
- Resolve Incident and Service Request tickets and proactively follow-up with other technical service towers and 3rd party vendor teams for speed to resolution.
- Manage Service Request and Incident tickets in ServiceNow (SOM), including regular updates to tickets per NTT DATA Change and Problem management processes.
- Responsible for customer satisfaction scores provides positive customer experience with each customer interaction.
- 3+ years of experience with Unify Certified Implementation & Support (Service)
- 3+ years of experience Unify OpenScape 4000
- 3+ years Unify OpenScape Contact Center
- 3+ years supporting telecom systems and protocols including VoIP, ISDN technologies, routing and switching, SIP trunks, RTP, SRTP, PSTN cloud integration, SBCs, and call center technologies.
- Experience troubleshooting carrier and network connectivity issues both VoIP and TDM.
- Bachelor's degree in Computer Engineering, Engineering, Computer Science, Information Technology, OR related field of study plus 5+ years of experience in the job offered.
- Xpressions Application Builder - build phone tree workflows, time of day routing, voice recordings.
- Interallia XMU - build phone tree workflows, time of day routing, voice recordings.
- HiPath 4000 (aka 4K system)
- HiCom 9006 (hospital pbxs)
- Strong understanding of VPN and VMware is desired.
- Proficient with MS Outlook, Word, Excel, PowerPoint, and Visio desired.
- Telecommunication certification is desired, such as BICSI, iNARTE, or SCTE Internet Protocol Engineering Professional (IPEP) certification.
- Self-starter, results-oriented, and demonstrates 'can-do' traits.
- Strong verbal and written communications.
Vacancy expired!