Senior Voice Communications Engineer

2 weeks ago

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

Req ID: 445592

POSITION SUMMARY: The Senior Voice Communications Engineer serves as a pivotal technical authority within the team responsible for the design, installation, and maintenance of the voice network. This role primarily focuses on the development and implementation of Contact Center and Digital Communication solutions throughout the organization. With the increasing reliance on call queuing technology, self-service automation, and digital communication channels, this position is essential for enhancing service delivery and operational efficiency.

KEY RESPONSIBILITIES:

  • Design and deploy innovative customer solutions utilizing advanced Contact Center, self-service bot, and Customer Platform as a Service (SMS/webchat/digital channel) technologies.
  • Utilize APIs and automation to ensure seamless integration 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.
  • Strategically plan and design solutions that align with business objectives and project requirements.
  • Identify areas for process enhancement and propose effective solutions.
  • Document technical solutions and troubleshooting procedures.
  • Collaborate with IT teams and stakeholders to gather requirements and enhance customer experience.
  • Conduct analysis and troubleshooting of hardware and software systems across multiple technologies.
  • Act as a key escalation point for the existing production voice network, providing support as necessary.
  • Participate in an on-call rotation to address after-hours issues.
  • 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 company assets.
  • Perform additional duties as assigned.

EDUCATION AND EXPERIENCE:

  • Education:
    • High School Diploma or equivalent required
    • Bachelor's Degree required
  • Experience:
    • 5+ years of experience in voice design and support 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 Communications Solutions, including 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 tools.
    • Strong knowledge of Cisco routing and switching in relation to enterprise VoIP: FXO/FXS ports, SRST, dial peers, QoS, Voice VLANs, and PoE.
    • Familiarity with video conferencing endpoints, softphones, route patterns, and translation patterns.
    • Ability to script call center applications effectively.
    • Capability to research issues using tools such as RTMT and DNA.
    • Ability to prioritize tasks and make sound decisions in high-pressure situations.
    • Excellent interpersonal, written, and verbal communication skills.
    • Ability to present complex ideas in an accessible manner tailored to the audience's technical knowledge.
    • Highly self-motivated and proactive.
    • Strong attention to detail.
    • Proven analytical and problem-solving skills.
    • Strong customer service orientation.
  • Typical Physical Demands:
    • Requires prolonged sitting, occasional bending, and stooping.
    • Occasional lifting of up to 25 pounds.
    • Manual dexterity sufficient to operate a computer keyboard and calculator.
    • Requires normal range of hearing and vision.

Job Function(s): Information Technology

Love's has been fueling customers' journeys since 1964. Innovation and perseverance continue to lead the way for the family-owned and -operated business headquartered in Oklahoma City with more than 40,000 team members in North America and Europe. The company's core business is travel stops and convenience stores with more than 630 locations in 42 states. Love's continues its commitment to offer products and services that provide value for professional drivers, fleets, four-wheel customers, RVers, alternative fuel and wholesale fuel customers. Giving back to communities Love's serves and maintaining an inclusive and diverse workplace are hallmarks of the company's award-winning culture.

The Love's Family of Companies includes:

  • Gemini Motor Transport, one of the industry's safest trucking fleets.
  • Speedco and Love's Truck Care, the largest oil change and preventive maintenance and total truck care network.
  • Musket, a rapidly growing, Houston-based commodities supplier and trader.
  • Trillium, a Houston-based alternative fuels expert.
  • TVC Pro-driver, a commercial driver's license (CDL) protection subscription service.

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