Senior Engineer, Infrastructure Engineering

Job Overview The primary role of this position is to serve as the Telephony Engineer on the Infrastructure Engineering team. Responsibilities Lead the design, standardization, implementation, and management of global voice/telephony infrastructure. Liaison with operations team on voice service operations: monitoring/events, incidents, problems, and escalations. Define full lifecycle service management (roadmap, transition, operation, continuous improvement) for all voice/telephony hardware. Implement, coordinate and support telephony changes. Isolate, diagnose and resolve voice/telephony problems individually and through coordination with others. Maintain system access and security in order to safeguard company data. Work with various telephony providers on service deliveries, billing, maintenance, support and configuration changes for legacy PBX infrastructure, POTS lines, PRI lines, etc. Plan and perform Teams telephony migrations from legacy telephony setup Project contributor to other IT projects where and voice communication changes may be needed Assist with design of disaster recovery and business continuity plans Qualifications Demonstrated experience, including but not limited to: PBX telephone systems Cisco Unified Communications Manager and Voice over IP systems Teams telephony Teams based contact center solutions Teams admin center Cisco call center solutions Cisco Finesse Network protocols and standards, including TCP/IP, DHCP, DNS, and VLANs Fundamentals of TCP/IP routing and WAN designs Industry certifications such as CCNP Collaboration, or equivalent Industry certifications such as Microsoft 365 Certified: Collaboration Communications Systems Engineer Associate, or equivalent Strong analytical and troubleshooting skills with the ability to diagnose and resolve complex telephony issues Experience coordinating and working with teams of multiple disciplines globally Proven success of collaborating with non-IT stakeholders Practical experience in IT infrastructure design, implementation and support Ability to document precisely and at right level of detail Ability to define and follow processes Ability to translate business requirements into IT solutions and associated cost Understanding of financial impact of decisions Ability to clearly define problem statements and determine solutions Must have strong planning skills Excellent communication and interpersonal skills with the ability to collaborate effectively with cross-functional teams Required Years Of Experience 5 years of designing, deploying, and supporting voice/telephony systems and networks Required Education University or similar degree