Avaya Contact Center Engineer III

3 weeks ago

Saint Louis, United States Edward Jones Full time
Innovate here. And see your ideas come to life.

It's an exciting time to work in tech at Edward Jones. We are making massive investments in emerging technologies to improve how we work with our clients and with each other. Relationships are the focus of our business model. And working in Technology here means using your skills to build, deliver and maintain the technologies that enable us to deepen and support those relationships. The best part? We develop and create our own industry-leading solutions internally. And you can be a part of it. Working with emerging new technologies. Creating platforms, programs and experiences that change how we work together - and support our client-first focus. Changing the future of our firm, the industry and the advisor-client relationship.

Job Overview

Position Schedule: Full-Time

In 2022, Edward Jones invested $ 1 billion in technology infrastructure, digital initiatives, and virtual business enablement tools. We're currently in the test-and-learn phase and are looking for talented, motivated professionals, that want to be part of this transformational journey. Cloud-based architecture and modern technical capabilities will enable us to grow our impact while providing the best client experience possible.

You may be surprised to know that Edward Jones employs hundreds of software developers - all focused on creating world-class experiences for our clients and branch offices. If you've considered Edward Jones in the past, it's time to take another look. We are embracing a modern, cloud-based architecture and are looking for exceptional individuals who want to be a part of that future.

Team Overview
The voice services department at Edward Jones manages over 14 thousand IP extensions on a global enterprise voice network to support the firm's teams and departments providing a highly available service to our clients, branches, and associates. The department manages a range of services from design, implementation, administration, and support of enterprise-wide voice technologies, voice mail applications, computer telephony integration applications, centralized call recording applications, and contact center applications including workforce management tools and installation, maintenance, and troubleshooting of carrier-provided data and voice communication circuits.

What You'll Need
  • Collaborating closely with associates and third-party vendors to troubleshoot and resolve problems.
  • Develop and maintain Computer Telephony Integration (CTI) applications.
  • Resolving complex problems of voice services and applications
  • Delivering quality timely results while managing competing priorities
  • Improving overall service and efficiencies of the support processes year-to-year
  • Following standards and guidelines of the firm, team, and industry related to change management and technologies to implement solutions.


At Edward Jones, we value and respect our associates and their contributions, and we recognize individual efforts through a rewards program that promotes a long-term career, financial security and well-being. Visit our career site to learn more about our total compensation approach, which in addition to base salary, typically includes benefits, bonuses and profit sharing. The salary range for this role is based on national data and actual pay is based on skills, experience, education, and other relevant factors for a potential new associate:

Hiring Minimum: $81750
Hiring Maximum: $139194

Skills/Requirements

What Experience You'll Need :
  • A degree in a related field preferred
  • 5+ years of telecommunications experience
  • Windows and Linux operating experience
  • A foundational understanding of:
    • Configuration and setup of Voice Systems
    • Configuration of voicemail, IVR systems, and call recording solutions
    • Experienced in application development, including Java, JTAPI, TSAPI, Tomcat, and WebLogic
    • Familiarity with the MKS packaging process
    • Documentation standards, network, and call flow diagramming
    • Strong interpersonal and leadership skills
    • Strong Oral and written communication skills
    • Initiative-taking while Working in a team or as an individual contributor.
  • Qualified candidates will have demonstrated experience in the following:
    • Avaya Call flow design and implementation.
    • Avaya solutions (Communications Manager, Session and System Manager, AEP, AES, SAL gateways, CMS etc.)
    • SIP
    • Verint Call Recording Quality Monitoring, Screen Capture and Workforce Management
    • Agile Practices
    • Service Now tickets
    • Preferred Skills
      • Cloud experience
      • Aceyus Reporting
      • QTest
  • *Internally the position is posted as Engineer III"

***Candidates that live within a commutable distance from our Tempe, AZ, and St. Louis, MO home office locations are expected to work in the office three days per week, with a preference for Tuesday through Thursday.***

Awards & Accolades

At Edward Jones, we are building a place where everyone feels like they belong. We're proud of our associates' contributions to the firm and the recognitions we have received.

Check out our U.S. awards and accolades: Insights & Information Blog Postings about Edward Jones

Check out our Canadian awards and accolades: Insights & Information Blog Postings about Edward Jones

About Us

Join a financial services firm where your contributions are valued. Edward Jones is a Fortune 500¹ company where people come first. With over 8 million clients and 19,000 financial advisors across the U.S. and Canada, we're proud to be privately-owned, placing the focus on our clients rather than shareholder returns.

Behind everything we do is our purpose: We partner for positive impact to improve the lives of our clients and colleagues, and together, better our communities and society. We are an innovative, flexible, and inclusive organization that attracts, develops, and inspires performance excellence and a sense of belonging.

People are at the center of our partnership. Edward Jones associates are seen, heard, respected, and supported. This is what we believe makes us the best place to start or build your career.

View our Purpose, Inclusion and Citizenship Report.

1Fortune 500, published June 2023, data as of December 2022. Compensation provided for using, not obtaining, the rating.

Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.

#LI-HO

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