Senior Voice Engineer

1 month ago

CAMBRIDGE, United States Citizens Full time

Description

3 Days Hybrid from any of our locations in RI, NJ, MA, NC, TX or AZ

Role is not relocation eligible. 

Sr Network Engineer - Voice

This position supports operations and projects related to Unified Communication (UC) telephony programs. Analyzes current issues for UC and recommends Citizens solutions, best practices and standards for enterprise users of UC technology platforms. 

Works with internal business units to understand requirements, and with vendors and CFG architecture teams, determines best fit solutions.  Works as a team member helping to organize, plan, test, implement, and provide hyper-care for both small and large projects.  Assists in the creation of implementation plans that minimize risk and provides input for  risk assessments on related applications of the solutions that could be impacted.  Conducts post-implementation assessments of installed solutions and applications to ensure effectiveness.

 

This role requires knowledge in Unified Communications operations, complimented by technical depth, business aptitude, and the ability to contribute to in-depth technology discussions.  The ability to articulate the business value of the capabilities and services that each UC solution delivers is required.

 

Strong communication and interpersonal skills are required for engaging with internal customers, peers, Network Services teams, and contractors.

 

The Sr. Network Engineer – Voice will be responsible for:

 

  • Participation as a project team member for UC projects from requirements to assessment, planning, and implementation, including:
    • Desktop Client packaging coordination and assisting users with clients
    • Branch offices and back-office phone installations, troubleshooting, and coordination with other Network team colleagues for projects and operational support 
  • Identify technology solutions and applications that meet the internal client’s business requirements from both a functional and technical perspective
  • Working Service Now queue
    • Work with end users for issues with phones, passwords, etc.
    • Work simple adds, moves, and changes
  • Enhances CFG Voice Services reputation by identifying areas for improvement for users/groups, and for processes within the team.

 

 Basic Qualifications

 

  • Experience integrating new technologies with existing technologies
  • Experience implementing technologies with enterprise-wide impact
  • Experience troubleshooting voice issues across the network
  • Experience is required in the following:
  • IP/SIP call delivery of DID and Toll-Free Services and routing platforms
  • Interactive Voice Recognition (IVR) – Cisco UCCX
  • Cisco Cube (to include call routing, dial peers, diversion headers)
  • Call Recording Solutions
  • Cisco Webex Calling Multi-tenant and DI
  • Microsoft Control Hub
  • Working knowledge of regulatory requirements for telecommunications in the US including call recording and E911

Desired Qualifications

  • Working knowledge across the Cloud Contact Center domain (Automation, Analytics, Call Flow scripting, Platform configuration, RBAC implementation) and extensive experience in implementing and supporting new solutions across multiple business units with complex and differing requirements in the same project/effort
  • Knowledge of regulatory requirements for Financial and Banking Organization
  • Experience with Teams Phone System, to include creation of resource accounts, creating and administering Auto-Attendants and Call Groups, troubleshooting issues and incidents, and use of Call Quality Dashboard (CQD)

Education and Certifications

  • Bachelor’s Degree in IT related field or equivalent work experience

Pay Transparency 

The salary range for this position is $99,200- $148,800 per year plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience.   

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of very local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits.

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

At Citizens, we are committed to fostering an inclusive culture that enables colleagues to bring their best selves to work every day. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.

Why Work for UsAt Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth

Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.

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