Telecom Engineer II

Vonage Engineering Mission: We embody the notion of be what’s next now! We envision, develop and manage technology to connect the world. Our team brings excellence, passion, creativity and curiosity to the job. We look at the business environment and technologies in new and challenging ways, striving to develop and deliver integrated whole-system solutions to meet our customers’ ever-changing needs.

Why this role Matters:

As a member of the IT Telecom team, you will be helping design, develop and maintain Corporate telecom, technologies and solutions, used by a globally distributed Vonage workforce. An ideal candidate for this role is an individual that has a diverse and deep technical background in IP based voice communications and contact center technologies.  This includes analysis, design, building and testing contact center and services, migration of legacy contact center implementation to modern cloud based implementations, maintaining and troubleshooting existing deployments worldwide, and providing technical advice and support. You will be a key contributor in a talented Corporate telecom team, working in a complex and mission critical environment. 

What you will bring:

• Ability to listen, communicate, evaluate, and problem solve in a multi tasking team environment.
• Ability to work cross-functionally with multiple teams in the organization.
• Ability to design, test and deploy contact center call flows and services including dial plans, ACD, auto attendant, IVRs and call recording technologies. 
• Experience with VoIP & SIP, numbering plans and number porting.
• Experience in building resilient solutions following a formal change management process.
• Experience in trouble isolation and remediation of call flows & call routing.
• Experience in generating and analyzing relevant performance metrics to drive continuous improvement.
• Experience with one or more on-premise contact center / IVR systems such as Genesys and Nuance.
• Experience with one or more cloud based contact center solutions like Genesys Cloud, Vonage/NewVoiceMedia, Avaya Contact Center, Amazon Connect, Aspect, Five9.
• Experience with speech recognition & natural language call flows, and omni-channel solutions highly desired.
• Experience with platform integration with CRM and related systems is highly desired.
• Experience with migrating contact center from on-premise to cloud implementation is highly desired
• Experience working in customer technical support roles; assessing and triage of production incidents, managing trouble tickets, and a methodical approach to trouble resolution.
• Excellent oral and written communications skills, including creation of design documents, workflows, and standard operating procedures / playbooks.
• Comfortable with a non-standard work schedule, including being part of an on-call 24/7 rotating schedule.

What is Required for application:

• 4-6 years related experience.
• Four-year college or university degree in Computer Engineering or related field, or equivalent training and certification.