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Senior Unified Communications Engineer

3 months ago

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

Req ID: 445592 

 

BASIC PURPOSE: The Senior Unified Communications Engineer/Voice Engineer is an experienced technical leader of the team designing, installing, and supporting the Love’s voice network.  This position will have a primary emphasis on developing or implementing Contact Center and Digital Communications solutions across the Enterprise.  Love’s usage of call queuing technology, self-service bots, automation, and digital channels on mobile devices has grown to require focus in these areas. The team will rely on the Senior Voice Engineer to help evolve services provided or develop new services, with a focus on reliability, integration with existing solutions and operational sustainability. 

 

MAJOR RESPONSIBILITIES:

  • Develop and Implement customer solutions with 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 Love’s assets.
  • Other duties assigned as needed.

 

EDUCATION AND EXPERIENCE:

  • Education:
    • HS Diploma or equivalent required
    • Bachelor’s Degree required
  • Experience:
    • 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:

  • Skills:
    • 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.
  • Typical Physical Demands:
    • Requires prolonged sitting, some bending and stooping
    • Occasional lifting up to 25 pounds
    • Manual dexterity sufficient to operate a computer keyboard and calculator.
    • Requires normal range of hearing and vision.

 

**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 

 

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.