Voice/Contact Center Engineer
Description
Salary Range:
$75,816 to $110,000
*Relocation assistance is not provided and this is not a remote position. FirstBank does not sponsor work visas.
Founded in 1963, FirstBank maintains more than $20 billion in assets and operates over 110 branch locations across Colorado, Arizona and California. Its growth can be attributed to one simple philosophy: do right by customers, communities and employees, which at is the center of the company’s “banking for good” mantra. FirstBank believes that a company is nothing without the people that comprise it, and prides itself in hiring and training a diverse and talented group. By joining the FirstBank team you will experience its great team culture with ample opportunity for growth. There’s an opportunity for everyone with positions all across the company, from Teller and Call Center to Technology and Lending. Apply today to learn more and join the team!
A Brief Overview
The Voice/Contact Center Engineer will be responsible for the installation, configuration, operation, and maintenance of voice, contact center, video, and data networks in an enterprise 24x7 environment. In this role, you will participate and lead technical research, documentation and projects with a primary focus on Branch, Campus, and Cloud networks. As the Voice/Contact Center Engineer, you must be able to participate in after-hours work as required for on call and system implementations.
What you will do
- Maintain telephony infrastructure for enterprise environment including CUCM, UCCE, Unity, Expressway, CMS, Webex, and Telepresence across 120 branches and several campus office buildings.
- Provide 24x7 support of Contact Center voice applications including but not limited to IVR, ACD queues, call recording and workforce management software
- Responsible for telecommunications upgrades, problem management and telecommunications administration for all telephony services.
- Responsible for documentation of telecommunications inventory and telephony processes and procedures as well as voice application flows.
- Troubleshoot WAN hardware, software, and circuit connectivity problems; coordinate resolution with internal technical resources and vendors
- Manage implementation projects involving existing and new technical solutions; responsibilities include planning, scheduling, and coordinating all aspects of the project
- Coordinate vendor efforts in conjunction with systems implementations and project plans
- Provide escalation support for Technical Support for problems. Resolve escalated issues or provide guidance to assist Technical Support staff in problem resolution.
- Make recommendations to Management as necessary to keep projects on schedule
- Communicate with management on the status of projects and problem resolution efforts
- Maintain knowledge of current and developing technologies, recommend evaluation of emerging technologies that would benefit the Infrastructure
- Monitor capacity and performance of telephony environments; make recommendation for increasing capacity as necessary
- Participate in regular on-call rotation.
- Meet all assigned departmental SLO’s
- Perform other duties and projects as assigned
- Understand and comply with all provisions of the Safety in the Workplace policy
Minimum Qualifications of Position:
- Typically requires a bachelor’s degree in a related field (Computer Sciences or other technical field) with a minimum of 2 years experience with managing VoIP systems in a call center environment.
- A combination of post-high school education, job related certification and related experience equivalent to 5 years may be considered in lieu of minimum requirements
Preferred Requirements:
- Voice network administration experience in an enterprise environment; experience managing SIP voice circuits and CUCM, UCCE, Unity, Expressway, WebEx, Telepresence devices and CMS.
- Bachelor’s Degree in Computer Science or other technical field
- Network administration experience in an enterprise 24x7 environment
- Cisco voice certifications (CCNA/CCNP Voice or CCNP Collaboration) a plus
Knowledge and Skills:
- Working knowledge in the principles, design and implementation of voice technology, including VoIP, SIP and voice gateways
- Working knowledge of H. 320, H. 323 and SIP protocols for video conferencing bridges
- Working knowledge of a telecom network infrastructure (i.e., local & long-distance telco's, telco products, TFN's, QoS, Routing etc.)
- Basic foundation in the principles, design and implementation of TCP/IP networks including OSI model, routing, VLAN’s, QoS tuning and capacity management
- Strong organizational skills with the ability to balance multiple projects and multiple tasks while meeting agreed upon objectives
- Strong technical problem-solving skills
- Experience working with diverse teams
- Experience related to on premise and cloud PBX and Contact Center technologies a plus
- Experience installing and supporting Video Conferencing platforms a plus
- General understanding of virtual servers and operating systems
- General understanding of encryption technologies, web services and database systems
- Strong customer service skills; experience required
Working Conditions and Physical Requirements:
Work is performed in an office environment with moderate noise levels and light to heavy traffic. An individual in this position:
- Frequently remains stationary throughout a typical business day
- Frequently operates a computer and other office machinery, such as a calculator, copy machine, and computer printer
- Occasionally moves about inside the office to access file cabinets, office machinery, and other rooms
- Occasionally positions self to access drawers and shelves of various heights
- Frequently reaches for and handles paperwork and files
- Constantly communicates with customers, coworkers, and management in-person and on the phone
- Must be able to exchange accurate information
Statement of Benefits
FirstBank offers a suite of benefits that support our employees’ professional, financial, physical, emotional and spiritual well-being. Benefits currently offered with our positions include: Paid Time Off/paid leave programs, 401K/Employee Stock Ownership, United Healthcare medical, MetLife dental, VSP vision, Employee tuition reimbursement, Volunteer Time Off, Short-Term Disability, Long-Term Disability, and Group Life Insurance/AD&D
FirstBank is an EOE/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law. FirstBank does not permit pay inequities. Anyone who believes they have been subject to pay inequity should immediately report their concerns to the Human Resource Department.