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Reference Number:
NTSTEGA
Job Description:
Sykes Enterprises, Incorporated is looking for a Sr. Telephony Engineer to fill a contract position at a customer site in Tampa, FL. Candidate wil be providing all maintenance for legacy systems. Must have hands-on experience.
SUMMARY
This position designs, administers, and is the maintenance escalation for the operational and administrative activities of the telephony infrastructure. Responsible for engineering, designing, deploying, and testing network telephony infrastructure. Ensure network telephony performance and availability to meet enterprise objectives for timely service restoration and tuning. Develop and define network telephony standards, practices, and processes.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Research/assess available network telephony technologies in relation to the enterprise's current and future needs.
- Keep abreast of industry and technology trends, available products and services.
- Evaluate and recommend specific products and platforms to provide cost effective solutions that meet architectural requirements.
- Provide comprehensive network telephony designs (cost estimates, product recommendations, configurations, and implementation plans) for capital and operating projects.
- Work on multiple technical projects, as assigned.
- Coach and provide guidance to network telephony technical and support staff as appropriate, as part of team-based activities.
- Provide technical support, as needed, to the enterprise.
- Create and maintain technical drawings and support documentation of the enterprise network telephony infrastructure.
- Participate in severity 1 issues working with the OEM on remediation and root cause analysis to quickly recover from any network telephony service interruption, and to prevent recurring problems.
- Provide on site and on call 7x24x365 support, as needed.
- Responsible for the function, supervision and coordination with outside vendors for the proper design, monitoring, maintenance and configuration of network telephony infrastructure.
- Travel to domestic and international locations may be required.
No 3rd party vendors. Please send resumes to gloria.rutulante@sykes.com.
SYKES Enterprises, Inc. (Nasdaq: SYKE), is a global leader in providing customer management solutions and services to Fortune 500 companies. SYKES specializes in providing flexible, high-quality customer support outsourcing solutions with an emphasis on technical support and customer service. SYKES also provides a variety of services including IT consulting, CRM consulting, third party hardware and software technical support, systems consulting, systems integration, documentation development and instructional design-delivering solutions that are customized to meet each company's unique customer management needs. Headquartered in Tampa, Florida, SYKES operates throughout the United States, Canada, Europe, Latin America, Asia and Africa.
For more information about SYKES Enterprises, Incorporated go to www.sykes.com
Experience Level:
3 Years
Requirements:
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Basic Entry Requirements:
- The ideal candidate will have the above, in addition to experience in one or more of the following: call center technology, optimizing networks, PBX (Private Branch Exchange) systems, ACD (Automatic Call Distributor) systems, Layer 2 switching, Layer 3 switching, and/or Routing Protocols.
- The candidate may also have experience with ATM technology, and Sniffer/internet protocol analyzing.
- Hands on knowledge in routing protocols like BGP4, OSPF, EIGRP and RIP, Ethernet Switching, and multiple layer 1-2 protocols like Frame Relay, HDLC, PPP is helpful.
- Candidate should be knowledgeable in the general areas of IP networking, enterprise voice solutions, and VoIP technology. Specific knowledge in areas of IPSec, TDM Voice, VoIP CPE, soft switches, Session Border Controllers, routers, and firewalls is required.
- Familiarity with VoIP CPE and test sets including hardware traffic generators such as Ixia and Smartbits, and benchmarking methodologies are required.
- Documentation and presentation skills required.
Major Skills and Competencies:
- Communication Skills- The ability to communicate verbally and in writing with all levels of employees and management, capable of successful formal and informal communication, speaks and writes clearly and understandably at the right level.
- Integrity and Trust - Involves being widely trusted, being seen as a direct, truthful individual, can present the unvarnished truth in an appropriate and helpful manner, keeps confidences, admits mistakes, and doesn?t misrepresent him/herself for personal gain.
- Teamwork - Involves working well in a collaborative setting, supporting work team by volunteering for and completing assignments, acting as a positive team member by contributing to discussions, developing and maintaining both formal and informal relationships enterprise-wide, defines success in terms of the entire team through mentoring and knowledge transfer.
- Technical Expertise - Involves demonstrating a commitment to increasing knowledge and skills in current technical/functional area, keeping up to date on technical developments, staying informed as to industry practices, knowing how to apply relevant technical processes to appropriate business needs.
EDUCATION and/or EXPERIENCE
Associate?s degree in an IT field, in addition to four years applicable experience in telecommunications systems or network design and installation, or an equivalent combination in education and work experience. Knowledge of telecommunications networks and environment, excellent communication skills, analytical ability, strong judgment and the ability to work effectively with client and IT management, staff and vendors is preferred.
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