Voice Systems Engineer 2-3 - Portland, OR - #105470
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
Responsibilities for this position include:
- Support, test, and implement complex interactive voice response and voice routing applications; develop appropriate support programs and system documentation according to established IT standards.
- Enhance existing systems; participates in client walkthroughs and technical design reviews.
- Supports business units for solving for voice and contact center applications needs.
- Aid in systems development planning and monitoring.
- Provide client and application support.
- Participate in development and ensure conformance to performance optimization and interoperability standards and 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.
- Assist with managing technical relationships with key vendors and technology development companies as required.
- Disaster recovery planning/testing including system documentation.
- 24-hour support of applications and telecommunications systems on a rotating basis.
In addition to the above, level 3 will include the following
Responsibilities:
- Design, code, test, and implement complex interactive voice response and voice routing applications; develop appropriate support programs and system documentation according to established IT standards.
- May act as senior contributor or technical lead on major projects or system upgrades.
- Serve as a consultant to other business units for solving for voice and contact center applications needs.
- May 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.
- Manage technical relationships with key vendors and technology development companies as required.
- May provide technical leadership.
Requirements
Requirements for this position include the following:
- Bachelor s Degree in Computer Science, Mathematics, Information Systems or a related field; or the equivalent combination education and experience.
- A minimum of three to five years of experience in design and support of IT voice and call routing applications.
- Experience in the industry or in an environment whose scope, size, and complexity are comparable.
- Knowledge of implementation, deployment and support of large-scale telephony applications in a mission-critical, production environment
- Analysis, troubleshooting and support skills.
- Project management skills and the ability to develop and monitor work agreements and budgets, as well as the ability to determine specifications, schedules, and deliverables.
- Good communication and interpersonal skills that enables understanding of client s needs, define requirements and provide effective solutions.
- Knowledge of current and emerging technologies, tools, applications, and vendors.
- Knowledge of common telephony architectures, call routing strategies and contact center services.
- Experience supporting large disconnected enterprise-class systems with telephony applications in a manner consistent with industry standards.
In addition to the above, level 3 will include the following requirements:
- A minimum of five years of experience in design and support of IT voice and call routing applications.
- Advanced knowledge of implementation, deployment and support of large-scale telephony applications in a mission-critical, production environment
- Advanced level analysis and design skills involving the ability to gather data on systems issues, define alternative approaches, assess business impact, recommend cost effective solutions, and develop and implement those solutions.
- Consultative and business analysis aptitude including communication and interpersonal
- skills that enables understanding of client s needs, define requirements and provide effective solutions.
- Advanced knowledge of common telephony architectures, call routing strategies and contact center services.
Preferences
- Experience within an environment with strong change and release management processes and procedures.
- Technical knowledge with hands-on experience in Cisco Call Manager, Unity and related voice over IP (VoIP) telephony systems.
- Understanding of company s existing IT environment and of applicable company policies, practices, and procedures.
- Application of more than one of the following call center technologies:
Genesys call routing, IP-PBX integration, carrier offerings, ICON/Infomart reporting infrastructure, CTI desktop integration, workforce management, quality assurance, call recording systems, and integration. - Skills in troubleshooting complex issues around Genesys configuration/management layers, routing layer, Genesys SIP, media server, and ICON/InfoMart
- 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.
- Technical knowledge with hands-on experience in Java, XML Web Services, PL/SQL and other new and current computing programming languages as used by voice applications.
Additional Information
Req Id 105470
Company Code:
PacifiCorp
Primary Location:
PORTLAND
Department:
PacifiCorp Corporate
Schedule:
FULL TIME
Personnel Subarea:
Exempt
Hiring Range:
81,800 - 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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