Monday, September 22, 2014

Sr Telephony Engineer

WheelHouse Resource Partners, Inc. Richardson

Wheelhouse Resource Partners is currently looking for a Senior Telephony
Engineer for a direct hire opportunity in the Richardson area.

Senior Telephony Engineer

Summary: The purpose of this role is to work within the Telephony
services team, combining advice and guidance with hands on involvement for
the support and maintenance of the Avaya PBX and it's clients. They apply
skills within the telephony services support environment to provide
reliable and efficient services that meet or exceed client's service level
expectations. They apply skills that govern the design, pricing and
implementation of highly available and resilient telephony solutions for
the contact center (internal and external). Candidates at this level will
have knowledge of business operations and IT systems used to run them.
Individuals should competent in analyzing business requirements in order to
design, build and implement complex call routing rules that overcome
business issues, and suggest IT and process related improvements.


Demonstrate an in-depth knowledge of telecommunications concepts, including
data networking elements - VoIP, WAN Connectivity.
Support the day to day operations of the Contact Center Solutions and
Corporate Office phones
Administration and troubleshooting of Avaya equipment, vendor activities
and circuit provisioning
Works with vendors to resolve complex problems requiring Level 3 and Level
4 diagnostics.
Adherence to local and company wide system implementation procedures
Ownership of Avaya voice system incidents, including complex incidents,
escalating issues according to established processes. Investigations of
underlying problems and design of workarounds and permanent solutions,
keeping relevant parties informed.
Adherence to relevant quality standards and processes (e.g. ISO 9001),
audit controls (e.g Sarbanes Oxley) and configuration control in line with
ITIL framework for all product deliverables.
Resolve and sense of urgency


WheelHouse Resource Partners are an Equal Opportunity Employer, M/F/D/V.

Experience At least 3 year(s)

WheelHouse Resource Partners, Inc. - Richardson

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