Voice Engineering Manager

Job Description

It's about wanting to see others succeed.

Are you always looking for innovative ways to help people? Does stepping into a leadership role excite you? Are you passionate about finding solutions to problems and enjoy the freedom of making those decisions? If so, being a Voice Engineering Manager at Frost could be the job for you.

At Frost, it's about more than a job. It's about having a flourishing career where you can thrive, both in and out of work. At Frost, we're committed to fostering an environment that reflects our values and encourages team members to be the best they can be. In joining our adaptable, integrity-driven team, you'll become part of Frost's over 150-year legacy of providing unparalleled banking services.

Who you are:

As a Voice Engineering Manager at Frost, you are our subject matter-expert, by managing the planning, implementation, configuration, and support of telephony environments and applications. You'll use your problem-solving skills and analytical mindset to respond to, troubleshoot, and resolve the most complex escalated telephony tickets and issues. More than that, this role is about efficient and effective collaboration and doing it with integrity, caring and excellence in mind.

What you'll do:

• Manage the planning, implementation, configuration, and support of telephony environments and applications for the organization.
• Respond to, troubleshoot, and resolve the most complex escalated telephony tickets and issues. Perform root cause analysis, establish return to service, and document resolution strategies.
• Utilize subject matter expertise to develop voice engineering process strategies to be executed by all Voice Engineering team members at the bank.
• Collaborate with other IT teams, management, and lines of business to manage and provide advanced troubleshooting assistance for large-scale outages and implement telephony infrastructure for cross-functional projects across the organization.
• Identify projects to enhance telephony systems and applications across the organization. Make recommendations to management and supervise the implementation of telephony enhancement projects.
• Maintain an in-depth knowledge of current and emerging voice engineering principles and industry standards.
• Mentor, guide, and lead Voice Engineering team members to ensure long-term success throughout the department.
• Establish and publish metrics on service level to include: demand, capacity, quality and cycle time.
• Exercise the usual authority of a manager by conducting performance appraisals and providing input regarding staffing, promotions, salary recommendations, and terminations.

What you'll need:

• Bachelor's degree in Information Technology, Computer Engineering, in a related field, or equivalent experience
• 6+ years of telephony systems design, implementation and/or engineering
• Proven ability to lead a team
• Demonstrated experience as a subject matter expert in Voice engineering
• Expertise in TCP/IP networking and troubleshooting tools such as Wire Shark as it relates to troubleshooting VoIP signaling and media
• Expertise in troubleshooting SIP message flows and complex call flows in a multi-vendor platform environment
• Expertise in PSTN connectivity and best practices
• Experience with a scripting language
• Excellent communication skills (oral/written) and ability to work in a team, cross framework collaborative environment
• Expert understanding of configuring and maintaining a telephony environment and best practices
• Proficient in Microsoft computer applications

Additional Preferred Skills:

• Strong understanding of security requirements in relation to IP telephony products and services: tls ciphers, certificates, ssl etc
• Advanced configuration knowledge of VMWare, vShphere
• Experience with latest cloud Voice Solutions and knowledge of implementation/migration strategies
• Expertise in centralized SIP Trunking with industry known SBCs - Audiocodes, Ribbon, Oracle or Avaya
• Expertise in E911 strategies, best practices and implementation experiences
• Expertise with working with call recording systems, WFM, CTI and reporting systems typical in a Contact Center

Our Benefits:

At Frost, we care about your health, your family, and your future and strive to have our benefits reflect that. This includes:

• Medical, dental, vision, long-term, and life insurance
• 401(k) matching
• Generous holiday and paid time off schedule
• Tuition reimbursement
• Extensive health and wellness programs, including our Employee Assistance Program
• Referral bonus program + more!

Since 1868, Frost has dedicated their expertise to provide exceptional banking, investment, and insurance services to businesses and individuals throughout Texas. Frost is one of the 50 largest U.S. banks by asset size and is a leader in banking customer satisfaction. At Frost, it's about being part of something bigger. If this sounds like you, we encourage you to apply and see what's possible at Frost.