Voice Systems Engineer 3 - Portland, OR - #105425
PacifiCorp is seeking customer-centric candidates to grow and sustain our commitment to a culture of customer service excellence, environmental sustainability and diversity, equity and inclusion.
General Purpose
Conduct analysis, create system specifications, develop, test, and implement interactive voice response and routing applications and systems. Evaluate voice telephony, unified communication and contact center software packages and provide recommendations to management and business clients. Identify future needs for key technologies and/or techniques and evaluate these technologies for adoption.Responsibilities
- Design, upgrade, test, and implement complex telephone and voice routing applications including Cisco Call Manager, Cisco Unity, Cisco and PolyCom video conferencing solutions; develop appropriate support programs and system documentation according to established IT standards for use by help desk staff.
- May act as senior contributor or technical lead on major projects or system upgrades.
- Enhance existing systems and support practices including automation of existing manual processes; participates in client walkthroughs and technical design reviews.
- Serve as a consultant to other business units for solving for voice and contact center applications needs.
- Aid in systems development planning and monitoring.
- Provide client and application support for several voice systems, including Cisco Call Manager, Unity voice mail, Genesys IVR/ACD, Jabber, Verint voice call recording systems, Microcall CDR, Tandberg/Cisco/WebEx/PolyCom video endpoints.
- Participate in development and ensure conformance to performance optimization and interoperability standards and requirements.
- Act as a subject matter expert for voice and unified communication applications and consult with clients and IT in support of the company s IT strategy, overarching business requirements.
- Facilitate gathering client business requirements and translates these into system requirements and design.
- Collaborate with IT teams to identify technical deficits and improvement opportunities in current practices and procedures.
- Provide technical leadership.
- 24-hour support of applications and telecommunications systems on a rotating basis.
Requirements
- Bachelor s Degree in Computer Science, Mathematics, Information Systems or a related field; or the equivalent combination education and experience.
- A minimum of five years of experience in design and support of IT voice and call routing applications, particularly focused on Cisco Call Manager provisioning and support.
- Experience in the industry or in an environment whose scope, size, and complexity are comparable.
- Advanced knowledge of implementation, deployment and support of large-scale telephony and video applications in a mission-critical, production environment
- Expert level analysis and design skills involving the ability to gather data on voice and video systems issues, define alternative approaches, assess business impact, recommend cost effective solutions, and develop and implement those solutions.
- Knowledge of current and emerging technologies, tools, applications, and vendors.
- Experience integrating large disconnected enterprise-class systems with telephony applications in a robust, fault-tolerant manner consistent with industry standards.
Preferences
- Experience within a Cisco Call Manager and Unity voice environment, strong ability to mass deploy changes for station-side services and troubleshoot complete solution set over IP network Understanding of company s existing IT environment and of applicable company policies, practices, and procedures.
- Experience with interactive voice response (IVR), automatic call distribution (ACD) and computer telephony integration (CTI) technologies.
- Knowledge of telecommunication circuits and services, including advanced carrier routing, PRI, SIP trunking.
Additional Information
Req Id 105425
Company Code:
PacifiCorp
Primary Location:
PORTLAND
Department:
PacifiCorp Corporate
Schedule:
FULL TIME
Personnel Subarea:
Exempt
Hiring Range:
93,900 - 110,500.00
Employees must be able to perform the essential functions of the position with or without an accommodation.
At PacifiCorp, we encourage everyone to work together. We embrace diversity and value the distinct perspectives of all our employees. We strive to cultivate a workplace that connects each employee to the organization and enables all individuals to participate and contribute to their full potential.
It is PacifiCorp's policy to provide and promote equal employment opportunity to all employees and applicants in accordance with local, state and federal laws and regulations governing personnel activities. In accordance with federal guidelines, PacifiCorp is committed to a program of affirmative action. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, veteran status, national origin, sexual orientation or gender identity.
All offers of employment are contingent upon the successful completion of a background check and drug screening.
Estimated Salary: $20 to $28 per hour based on qualifications.
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