VoIP/Telephony Engineer

Our Company

Explore how you can contribute at AmeriLife.

For over 50 years, AmeriLife has been a leader in the development, marketing and distribution of annuity, life and health insurance solutions for those planning for and living in retirement.

Associates get satisfaction from knowing they provide agents, marketers and carrier partners the support needed to succeed in a rapidly evolving industry.

Job Summary
The VoIP/Telephony Engineer will support a complex communication network in a hands-on capacity including design, maintenance, changes, troubleshooting, and overall performance.

This role will support corporate networks as well as satellite offices with a diverse set of phone systems. Will support expansive network, telecommunications, audio conferencing, and networking capabilities.

Work schedule is Monday through Friday and weekend or overnight hours as required. Flexible work schedule is a requirement, must be able to work nights and weekends when necessary and up to 25% travel, or as required.

Job Description

Job Specific Duties

• Responsible for managing technical excellence within the Voice Team and providing 2nd level technical assistance.
• This role includes problem management, client liaison, technical architecture and product development.
• Apart from this, engineer will provide 2nd Line Support for supporting analysts, end users and delivering functions under the Enterprise & Contact Centre Voice Portfolio.
• Support typically takes the form of investigating and resolving problems, incident handling.
• Availability and performance monitoring, routine start-up and close-down and maintenance of operating plans and schedules.
• Administer and support of Avaya technologies as well as good understanding of IP telephony supporting contact center environment.
• Provide support in LAN/WAN networking, phone systems, VoIP technologies, specifically Avaya.
• Provide In-depth knowledge of internet VoIP systems and IP Protocols.
• Experience cooperatively troubleshooting cloud VoIP issues with LECs
• Develop strategic telecommunications objectives and plans.
• Plan and manage projects and programs. Oversee voice and data technologies and vendors, present plans, recommendations and findings.
• Design, implement new, or changes to existing systems, standards, policies and procedures. Design, engineer and implement voice and data network technologies, call center technologies, voice mail technologies and audio-conferencing technologies.
• Configure and trouble-shoot LAN Switches, Routers, and Firewalls and VPN concentrators.

Qualifications

Minimum Job Requirements

• BS degree or equivalent work experience.
• 5+ years in enterprise networking and similar size and scope supporting VOIP and LAN.
• Experience with hosted and cloud-based voice applications and services preferred.
• Experience with network monitoring, management and troubleshooting with various tools such as Packet Sniffer utilities, Wireshark and Metaswitch SAS required.
• Experience in designing, installing and maintaining secure IP networks preferred.
• Understanding of feature delivery in hosted VoIP environment (hosted services, SIP trunking, PRI trunking via IAD, VoIP CPE, enhanced business features, etc.).
• Certifications preferred: SSVVP, SSSP, CCNA, CCNP, ACIS etc.

Knowledge Skills, and Abilities

• Exceptional customer service skills, able to deliver courteous, professional, and effective technical support and assistance to a wide range of customers/users.
• Excellent project management, communication and customer relation skills.
• Provide leadership to junior staff and external consultants.
• Ability to convey technical designs, ideas and results to non-technical audiences.
• Excellent verbal and written communication, interpersonal and customer service skills
• Self-starter, able to work independently and as part of a team in a fast-paced environment.
• Must have proven experience organizing and expressing written and verbal communications clearly, effectively, and efficiently.
• Strong problem-solving skills.
• Ability to work off-shift and weekends as required.
• Proactive, energetic, professional self-starter with excellent organizational, communication and interpersonal skills, and the ability to work effectively in cross-functional teams.
• Detailed knowledge in the following areas:
• Supports the telephony infrastructure including: Avaya CM, SIP, CMS, AES, VoIP, and various Call Center applications.
• Experience with CM and Contact Center Elite version 8.1, Avaya Messaging (voicemail) version 10.8, Uptivity (call copy) version 20.1 is a plus.
• Maintain and troubleshoot Avaya S8800 class media servers and G450, G650 media gateways running Avaya Communications Manager R6.2; and CMS in a dispersed voice network that includes multiple call centers and multiple data centers.
• Call Center skills: Avaya Contact Center skills: Vectoring, VDN, Skills, Variables, System configuration, ARS Table, Routing Plan, Service hours tables, CMS Supervisor, Moves, Adds and changes, Avaya 1X agent, Avaya IP agent, Modular Messaging.
• Detailed knowledge of Avaya Communication 6.2.X in a distributed and centralized environment, Avaya Session Manager 6, VoIP (H.323 and SIP) and TDM (ISDN and RBS), CTI applications in a Call Center environment, Avaya Peripheral Gateways, Avaya CMS, Modular Messaging, AES, Avaya 1X Agent, Avaya IP Agent, ACCCM
• Maintains advanced telecommunication applications such as CMS, AES, CM8800, Modular Messaging.
• Execute project work related to the Voice/Telephony support area during service interruptions with minimal supervision.