Lead Unified Communications Specialist

2 weeks ago

Oklahoma City, Oklahoma, United States Loves Travel Stops & Country Store Full time

Position ID: 445592

PRIMARY OBJECTIVE: The Senior Voice Communications Engineer serves as a key technical authority within the team responsible for the design, installation, and maintenance of the voice communication infrastructure. This role is crucial in developing and executing Contact Center and Digital Communication strategies across the organization. As the demand for advanced call queuing systems, self-service automation, and digital interaction via mobile platforms increases, this position will focus on enhancing these services. The Senior Engineer will play a pivotal role in advancing existing offerings and creating new solutions, ensuring reliability, seamless integration, and sustainable operations.

KEY RESPONSIBILITIES:

  • Design and deploy innovative customer solutions utilizing state-of-the-art Contact Center technologies, self-service bots, and Customer Platform as a Service (SMS/webchat/digital channels).
  • Utilize APIs and automation tools to facilitate interoperability with various platforms.
  • Oversee the configuration and management of hardware and software to guarantee optimal performance of voice services.
  • Engage professionally with cross-functional teams and clients.
  • Architect and plan solutions that align with business objectives and project specifications.
  • Identify areas for process enhancement and propose actionable solutions.
  • Document product solutions and troubleshooting methodologies.
  • Collaborate with IT teams and stakeholders to clarify requirements and enhance customer experience.
  • Diagnose and resolve issues across hardware and software platforms for diverse technologies.
  • Act as a primary support contact for the production voice network, including after-hours support as necessary.
  • Participate in an on-call rotation for after-hours support.
  • Ensure the availability and performance of the voice network.
  • Assist in developing meaningful metrics and performance benchmarks.
  • Implement process automation wherever feasible.
  • Adhere to Information Security protocols to safeguard organizational assets.
  • Perform additional duties as assigned.

EDUCATIONAL BACKGROUND AND EXPERIENCE:

  • Education:
    • High School Diploma or equivalent required
    • Bachelor's Degree required
  • Experience:
    • 5+ years in a voice design and support role preferred
    • Experience with Contact Center software administration preferred
    • Cisco CCNA Voice/Collaboration certification preferred
    • Experience in a collaborative, team-oriented environment
    • Familiarity with scripting and automation preferred.

SKILLS AND PHYSICAL REQUIREMENTS:

  • Skills:
    • In-depth knowledge of Cisco Communication Solutions: Contact Center, Unity Connection, Unified Communications Manager, WebEx Collaboration, Emergency Responder/E911, Expressways, CUBEs, or Session Border Controllers.
    • Understanding of Customer Relationship Management Systems (Salesforce or similar) and Call Recording technologies.
    • Strong knowledge of Cisco routing and switching related to enterprise VoIP: FXO/FXS ports, SRST, dial peers, QoS, Voice VLANs, and PoE.
    • Familiarity with video conferencing systems, softphones, route patterns, and translation patterns.
    • Ability to script applications for call centers.
    • Proficient in utilizing tools such as RTMT and DNA for issue resolution.
    • Capacity to prioritize and execute tasks effectively in high-pressure situations.
    • Excellent interpersonal, written, and verbal communication skills.
    • Adept at presenting complex ideas in an accessible manner tailored to the audience's technical understanding.
    • Highly self-motivated and directed.
    • Strong attention to detail.
    • Proven analytical and problem-solving capabilities.
    • Strong customer service orientation.
  • Typical Physical Demands:
    • Requires prolonged periods of sitting, with some bending and stooping.
    • Occasional lifting of items up to 25 pounds.
    • Manual dexterity sufficient for operating a computer keyboard and calculator.
    • Normal range of hearing and vision required.

Job Function(s): Information Technology

About the Company: Love's has been a leader in the travel stop and convenience store industry since its inception. With a commitment to innovation and community service, Love's operates over 630 locations across the United States, providing essential services to professional drivers and travelers alike. The company values inclusivity and diversity, fostering a workplace culture that is recognized for its excellence.

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