Sr. Telecomm Engineer (Genesys Cloud SME) – Carrollton, TX – 100% on-site Direct Hire/ Full Time Employee

Senior/ seasoned candidates ONLY

1. Telecomm Engineer Experience – a must
2. Genesys Cloud & Contact Center Experience – a must
3. Mitel Telecom – preferred
4. CCIE preferred

100% On-Site and client does not interview people who have to relocate

MUST be US Citizen or Permanent Resident Green Card

TITLE: Sr. Telecomm & Network Administrator

LOCATION: Carrollton, TX (might consider Valencia/ Santa Clarita, CA)

100% Onsite

• NOTE: Client is not looking for candidates who have to relocate or live too far.

SALARY: $80-$145K

HIREARCHY: Reports to Manager, IT Ops (that DKKD Staffing placed)

MUST BE: US Citizen or Permanent Resident Green Card

With locations across the US, our client is seeking a Senior Telecommunications Engineer/ Genesys Cloud SME for their Carrollton, TX central regional operations center. The Sr. Telecommunications &  Engineer works with IT Operations Management and Network Engineers to ensure sound telephony and network solutions are delivered timely and consistently across the multi-State WAN. Responsible for configuration, management, monitoring, maintenance, troubleshooting, and documentation of telephony communication systems and network infrastructure.

This is an on-site position in Carrollton, TX

JOB RESPONSIBILITIES (to be updated):

• Provide monitoring and maintenance of telecommunication systems and network infrastructure.
• Back up and maintain system configurations of all network components.
• Analyze internal needs, evaluate, and make recommendations on hardware, software and/or system application changes or upgrades.
• Manage and maintain SHC network infrastructure (routers, switches, firewalls, etc.).
• Track inventory, and periodically audit all telecommunication and network equipment, ensuring maintenance contracts are monitored and any aging equipment is identified and managed timely.
• Order lines and maintain/upgrade telecommunication equipment for Sales offices.
• Develop and maintain documentation of communication systems, all external phone line infrastructure, and CRM system integration configurations.
• Maintain current disaster recovery plan for companywide telecommunications & network systems. Participate in weekend DR testing when required.
• Establish effective relationships with telephony vendors and work with them to implement technical solutions when required.
• Provide problem analysis and formulate resolution action plans.
• Coordinate with Contact Center/Sales Management on configuration changes or upgrades to systems.
• Serve as Contact Center point person in case of phone system interruption or failure.
• Work all assigned service requests and incident tickets and resolve within permitted SLAs.
• Ensure all Integrated Voice Recognition functions are configured and working correctly.
• Monitor CRM dialer campaigns, make suggestions for changes or modifications as needed.
• Administer additions, deletions, and changes to phone systems.
• Provide off-hours support as necessary, including participation in the departmental on-call rotation.
• Perform miscellaneous projects as assigned by the IT Operations Manager.
• Participate in departmental cross training activities as either the trainer or trainee.

PREFERRED QUALIFICATIONS:

• 5+ years’ experience in Telephony systems combination (Cisco, Genesys Pure Cloud and Mitel phone systems and/or Interactive Intelligence CIC platforms in a call center environment).
• Genesys Cloud CX certifications – Admin – Agent – Architect a huge plus.
• 5+ years’ experience with Cisco network components and certifications CCNP, CCIE.
• 5+ years of experience with internal telephone support in a contact center is a plus. Specifically: configuration and maintenance of call design of skill queues, call flows, dialing plans, reporting and others.
• Experienced in VoIP technologies.
• Proven knowledge of troubleshooting techniques.
• Bachelor’s degree in technology preferred.
• Must be a collaborator that can work in a fast paced and deadline focused environment.
• Must have excellent verbal and written communication skills and can communicate with employees at all levels in the organization, including effectively training staff (Call Center Management, Call Center and Corporate Trainers, IT Staff).

Please complete both sets of questions. For the fastest response, please send the answers to Di@DKKDstaffing.com

STANDARD APPLICATION QUESTIONS (Please answer all questions)

• Legal Name & Preferred Name or Nickname:
• Best Contact Info (Cell & email):
• Your Linked In:
• Why looking for a new job:
• Availability for interviews and a new job:
• Where do you live (City, State, Zip):
• Desired geographical work location:
• Are you open to 100% onsite, hybrid and/or remote:
• Are you open to relocation if required:
• Are you open to travel if needed and have an active passport if needed:
• Are you authorized to work in US (Please indicate US, Permanent Resident Green Card or Other):
• Hourly/Salary Expectations: (We need a range) $
• Sizes of staff managed and their titles (include # of direct reports): 
• Budgetary Responsibility: $
• Education/Certs/Degrees (also indicate which certs are active): 
• Who Referred You/ How Did You Hear About Job/ DKKD Staffing:
• NOTE: Please read the job requirements carefully. In the comments section, please answer the second set of questions in the job description.

ADDITIONAL Q&A

1. How many years as a Telecomm Engineer and how recent?
2. How many years of Network Experience – Cisco and most recent year?
3. How many years of Genesys Cloud Experience and most recent year?
4. How many years of Mitel Telecom experience and most recent year?
5. How many years of experience working in Telecomm and Networking as an Engineer and how recent?
6. How many years of experience as an Administrator and most recent year?
7. How many years of experience in telephony systems Genesys Pure Cloud and Mitel (preferably on Mitel phone systems and/or Interactive Intelligence CIC platforms in a call center environment) and most recent year?
8. How many years of experience with Cisco network components and certifications CCNP, CCIE and most recent year? if you don’t have your CCIE yet, how far along are you?
9. How many years of professional experience with internal telephone support in a call center. (Specifically: configuration and maintenance of call design of skill queues, dialing plans, reporting) and most recent year?
10. How many years of experience in VoIP technologies & troubleshooting techniques and how recent
11. Have you supported employees at all levels in the organization, including effectively training staff (Call Center Management, Call Center and Corporate Trainers, IT Staff)?
12. Please describe your strengths and provide any specific accomplishments:

Connect with us on Linked In: www.LinkedIn.com/in/DianeKrehbiel 

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