Telecommunications Engineer

W2 only - not open for C2C100% remote The Telecom Engineer ensures the availability of existing Telecom Services, which includes support to end-user management, installing software/peripherals, performing general administration & maintenance, and basic repairs/upgrades. Also, managing request and incidents to hosted telephony providers and being involved in optimization and expansion projects.Key Performance Indicators:Telephony availability, health, and performanceSuccessful Implementation of Telephony servicesPrincipal Duties and Responsibilities:Participates in cross-functional company project teams responsible for implementing telephony technology.Supports all company technology standards to ensure reliable operations.Investigates anomalies/outages and determines steps to identify root cause and solutionoptions.Applies technical standards, principles, theories, and concepts to resolve telephony issues..Identifies and interacts with suppliers and technologies that meet company needs and standards.Monitors environment performance and provides all necessary reporting analysis.Contributes to the completion of project/program milestones.Day to Day operational responsibility for telephony environment, i.e.,PBX/Voicemail/endpoints/Contact Center solutions/adjuncts & software.Responsible for managing Hosted telephony provider requests/incidents.Administration of endpoint telephony devices.Manages documentation of procedures and changes regarding the Telecom systems.Operate under minimum supervision.Required Experience:2+ years' experience in relevant technology functions.2+ years of experience managing a large Contact Center (Five9) and UC environment (Genesys and/or Cisco)2+ years of experience managing multiple channel agent desktop applications.Knowledge of WAN and LAN topologies for voice networks.Knowledge of advanced network services, i.e., IP, QOS, SIP, WebRTC, etc.Knowledge supporting PBX/IVR/Voicemail/endpoints/Contact Center solutions/adjuncts & softwareWorking knowledge of Unified communication best practices and other telephony applications is desirable.Experience generating user support knowledge articles.Preferred - experience migrating users from one telephony solution to anotherRequired Leadership Traits and Characteristics:Collaborative, Analytical, Problem Solving, Achievement Mindset, Growth Mindset.Time management, organizational, and multitasking skills necessary to work in a fast-paced environment, handling various tasks and changing priorities while maintaining a high attention to detail and accuracy to achieve daily assignments and goals.Verbal, written communication skills necessary to support users.Demonstrated ability to work on multiple projects in a deadline-driven environment.Essential Technology Skills:CCaaS solutionsFive9 (Preferred)GenesysCisco UC environmentWorkForce ManagementVerint (Preferred)UCaaS solutionsCiscoGenesys (Preferred)Formal Education, Qualifications or Training:Associate’s degree in computer science required and other related field is preferredWe would love to have you join our team! ECCO Select is committed to hiring and retaining a diverse workforce. ECCO Select’s policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. Equal Employment Opportunity is The LawThis Organization Participates in E-Verify