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Voice Network Engineer II

1 month ago

Pittsburgh, United States Duquesne Light Full time

Duquesne Light Company, headquartered in downtown Pittsburgh, is a leader in providing electric energy and has been in the forefront of the electric energy market, with a history rooted in technological innovation and superior customer service. Today, the company continues its role as a leader in the transmission and distribution of electric energy, providing a secure supply of reliable power to more than half a million customers in southwestern Pennsylvania.

Duquesne Light Company is committed to creating a culture of inclusion. We value and respect the unique differences and experiences of our employees. We believe that our differences lead to better collaboration, innovation and outcomes. We want you to join our team

Position Overview:

The Voice Network Engineer provides support for all business-critical voice network services across Duquesne Light facilities including the primary and alternate customer contact and operations centers. The primary role of this position will be to provide, implementation, upgrade and maintenance services for Cisco Unified Communications and Contact Center technologies. Areas of responsibilities include Voice over IP (VoIP) solutions, Oracle SBCs, Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Cisco Voice Gateways, Cisco Unified Contact Center (UCCX/PCCE), WebEx, Virtual Hold, Verint call recording and vehicle routers.

Location: Hybrid, downtown Pittsburgh, Pennsylvania

Job Responsibilities

  • Interfaces with data network engineering, server support and the business to provide requirements for Contact Center and Operations Center processes
  • Participates, as appropriate, in high-level design of infrastructure with experts from other groups and with vendors
  • Supports the deployment of new voice network technologies and upgrades of existing voice network technologies
  • Monitors customer contact center technology including systems, applications, call routing and voice network traffic
  • Modifies voice network system configurations based on business requirements and other factors
  • Supports and executes planned system maintenance and change control process
  • Performs triage and troubleshooting of voice network technologies, escalating as necessary
  • On-Call support for our 24/7/365 environment

Education/Experience Required

  • Bachelor's degree or equivalent combination of education and experience
    • In lieu of a Bachelor's degree, and equivalent combination of education experience may be considered.
  • Two (2+) or more years of relevant/direct industry experience

Education/Experience Preferred

  • Two (2+) or more years of combined Cisco Collaboration, PCCE, VoIP troubleshooting, design and configuration experience
  • Cisco Voice / Collaboration /UCCEcertification

Skills and Abilities Utilized in this Role Include:

  • Cisco CUCM
  • Cisco Unity Connect
  • Cisco CCX/PCCE
  • Cisco CER
  • Oracle SBCs
  • SIP/VoIP routing protocols
  • Ability to work in a team-oriented, collaborative environment
  • Dedication to supporting a 24/7/365 utility infrastructure
  • Understanding of customer contact center concepts including skills-based routing
  • Knowledge of voice network technologies including switching, messaging and signaling
  • Good oral and written communication skills
  • Good technical documentation skills
  • Proven analytical and problem solving skills
  • Ability to work independently with minimum supervision
  • Ability to effectively prioritize and execute tasks in a high-pressure environment with aggressive project timeframes

Must possess a positive attitude and strong values that fit with the Company's core values:

  • Energized to shape the future;
  • Bold in thinking and exploration of new possibilities;
  • Collaborative in approaching all challenges;
  • Responsible in commitment to safety, management of assets and finances and interaction with colleagues, business clients and other stakeholders;
  • Selfless in serving the community, both on the job and through volunteerism.

Scope:

Primary focus is on daily deliverables, outputs and reporting. Typically accountable for managing one's own time and workflow. Responsible for using prescribed guidelines to analyze situations and solve problems. Work is typically of moderate complexity requiring the incumbent to draw on previous knowledge to perform role. Continues to build knowledge base and develop capabilities by partnering with more experienced staff as needed.

Decision Impact:

Problems and issues faced are vague but may be recognizable based on past experience. Accountable for some direct level of reasoning and decision making in straightforward situations based on precedents.

Hybrid Work

Position follows our hybrid work model, with a minimum of two days working in the office and the remaining days working remotely. Reporting location and frequency may be subject to change based on job role and department needs.

Storm Roles

All Non-Union Employees will serve in storm roles as appropriate to their role and skillset. Please be sure to discuss storm roles with the hiring manager for this position, as duties can vary across the Company.Examples of storm roles could include but aren't limited to duties such as: working with operations for service center support or with the communications, customer service or government affairs teams to respond to public and customer requests for information, etc.

Data Governance

Utilize data to make business decisions as appropriate for the position, support data stewardship activities and partner with IT on underlying data needs.

EQUAL OPPORTUNITY EMPLOYER
Duquesne Light Holdings is committed to providing equal employment opportunity to all people in all aspects of the employment relationship, without discrimination because of race, age, sex, color, religion, national origin, disability, sexual orientation and gender identity or status as a Vietnam era or special disabled veteran or any other unlawful basis, as defined by applicable law, and fostering a workplace free of unlawful discrimination and retaliation. This policy affects decisions including, but not limited to, hiring, compensation, benefits, terms and conditions of employment, opportunities for promotion, transfer, layoffs, return from a layoff, training and development, and other privileges of employment. An integral part of Duquesne Light Holdings' commitment is to comply with all applicable federal, state and local laws concerning equal employment and affirmative action.

Duquesne Light Holdings is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at HR@duqlight.com and describe the specific accommodation requested for a disability-related limitation.

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