Unified Communications Specialist

3 weeks ago

Oklahoma City, Oklahoma, United States Loves Travel Stops & Country Store Full time
Senior Unified Communications Engineer/Voice Engineer

At Loves Travel Stops & Country Store, we're seeking a highly skilled Senior Unified Communications Engineer/Voice Engineer to join our team. As a key member of our technical leadership, you'll be responsible for designing, installing, and supporting our voice network, with a primary focus on developing and implementing Contact Center and Digital Communications solutions across the Enterprise.

Key Responsibilities:
  • Develop and implement customer solutions using leading-edge Contact Center, Self-service bot, and Customer Platform as a Service (SMS/webchat/digital channel) tools.
  • Leverage APIs and automation to interoperate with other platforms.
  • Configure and manage hardware and software to ensure proper functioning of various voice services.
  • Communicate professionally with other teams and customers.
  • Plan and design solutions to meet business and project requirements.
  • Identify process inefficiencies or opportunities for improvement; suggest solutions.
  • Document product solution or troubleshooting knowledge.
  • Work with IT teams and customers to develop and understand requirements and ensure customer experience.
  • Analyze and troubleshoot hardware and software platforms for various technologies.
  • Support escalation point for existing production voice network, including after normal business hours as needed.
  • Participate in after-hours on-call rotation.
  • Ensure voice network availability and performance.
  • Assist in the development of meaningful metrics and performance baselines.
  • Design and implement process automation where possible.
  • Follow Information Security guidelines to ensure protection of Loves assets.
Requirements:
  • HS Diploma or equivalent required
  • Bachelors Degree required
  • 5+ years of experience in voice design and support position preferred
  • Contact Center software administration experience preferred
  • Cisco CCNA Voice/Collaboration preferred
  • Experience working in a team-oriented, collaborative environment
  • Experience with scripting and automation preferred
Skills and Physical Demands:
  • Technical knowledge of Cisco Communications Solutions: Contact Center, Unity Connection, Unified Communications Manager, WebEx Collaboration, Emergency Responder/E911, Expressways, CUBEs or Session Border Controllers.
  • Understanding of Customer Relationship Management System (Salesforce or similar) and Call Recording tools.
  • Strong Cisco routing and switching knowledge pertaining to enterprise VoIP: FXO/FXS ports, SRST, dial peers, QoS, Voice VLANs and PoE.
  • Understanding of video conferencing endpoints, softphones, route patterns and translation patterns.
  • Ability to script call center applications.
  • Ability to conduct research into issues using utilities such as RTMT and DNA and other applicable technologies.
  • Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
  • Strong interpersonal, written and oral communication skills.
  • Ability to present ideas in a user-friendly language and tailor communication style to technical understanding of audience.
  • Highly self-motivated and self-directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Strong customer service orientation.

This position will be located at Love's corporate office in Oklahoma City. The position may allow for a hybrid work schedule (2 remote workdays and 3 onsite workdays) after training is complete.

Key words: Voice Engineer, VoIP Engineer

Job Function(s): Information Technology

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