You are an experienced (Senior) Telecommunications Engineer ready to expand upon your extensive expertise in defining and designing the technical architecture and strategy of a growing organization. You will be a key contributor and subject matter expert for our global telecommunication technologies to support Webroot’s and Carbonite’s rapid growth. This position is ideal for a creative individual with a deep and broad knowledge of current technologies and applications, along with the vision to architect and bridge two corporate-wide phone systems with a company that makes frequent acquisitions. This is not your basic cookie cutter support role but a senior position that leads implementations and special projects. Our collaborative environment will offer you plenty of opportunities to continue your relentless pursuit of cutting edge solutions on a global level. Come join a company that supports you with all the right resources and apply today. 

As Webroot's Senior Telecommunications Engineer, this position oversees the telecom integration between Webroot and Carbonite phone systems, including any future acquisitions or mergers, and provides hands-on assistance to Webroot employees and consultants both in a contact center and general office environment. Position is based in Broomfield, CO and provides global support throughout each region’s sales and support office. This position leads implementations and projects; follows processes, policies, procedures and makes recommendations where appropriate. Strong customer service orientation is required.

Responsibilities are but not limited to:

• Serve as a primary support contact for Avaya Call Manager, EMC, and its associated infrastructure throughout Webroot’s global environment
• Drive implementation of SIP-based system migration and integration with various disparate solutions and providers
• Create appropriate network design, process, and procedure documentation
• Acts as a liaison with vendors and third-party service providers
• In collaboration with the Sales and Support organizations, manage skills, queues, IVR, and call routing for all global contact center activities
• Manages DIDs, circuits, and connectivity globally
• Design and implement a company-wide Unified Communications strategy
• Provide incident response for all system degradations or cessations
• Maintain global hardware inventory
• Own identity management for all telecom and contact center systems

Experience and skills required or preferred:

• 6+ years of experience working with an Avaya PBX in a global contact center environment
• Demonstrated experience migrating and/or integrating disparate phone systems inherited through mergers and acquisitions
• Demonstrated experience bridging multiple SIP and H.323 systems together via session border control
• Functional knowledge of Genesys PureConnect and Microsoft Office365 PBX solutions
• Strong knowledge of LAN/WAN systems, networks, and applications              
• Experienced managing global vendors, gathering business requirements, evaluating solutions, and navigating an RFP or SOW process
• In-depth knowledge of IP Routing, Quality of Service technologies with demonstrated implementation in a large enterprise organization
• BA/BS degree or equivalent experience
• Capable of project managing complex technical projects, and communicating status to stakeholders, internal customers, and leadership
• Solid experience with networking protocols and components within a corporate WAN
• Excellent interpersonal and customer service skills
• Excellent written and verbal skills

Traits & Distinguishing Characteristics

• Passionate about quality customer service and positive interactions with internal customers
• Proactively researches solutions and improvements to the environment
• Self-starter and motivated approach to projects and problem resolution requiring little direct management
• Team player with the ability to be an independent thinker and come up with solutions
• Ability to make decisions in the best interest of the end-user, the team, and the company
• Possesses diplomatic and calm personality