Telephony Engineer (virtual/remote) in Nationwide at SYKES JOBS

Date Posted: 10/31/2018

Job Snapshot

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Job Description

This position supports the IT Infrastructure Design and Planning, deployment, operations and support process for the Avaya and Cisco telephony system infrastructure.


  • Adheres to SYKES policies on ethics and integrity.

  • Basic-level ability to configure and troubleshoot complex call center technology and administrative capabilities for all telephony components. Effectively lead cross discipline teams and vendors in configuration and troubleshooting activities.

    Design and Planning Process

  • Produce and update the documentation of the telephony infrastructure and network infrastructure

  • Review telephony traffic usage, traffic flow and requirements, identifying trends in traffic flow and levels of services

  • Provide technical advice and guidance on relevant standards, regulations and protocols

  • Construct, interpret and monitor test plans to verify correct operation of the telephony systems

    Deployment Process

  • Build and implement the changes to the infrastructure related to telephony

  • Provide input to the project planning processes regarding telephony

  • Perform functional and technical design for the telephony infrastructure

  • Provide after-care support to the implementation process

    Operations Process

  • Ensure that the telephony equipment and its services meet their SLA targets

  • Provide second line support to technical issues related to Cisco and Avaya telephony systems

  • Operate and implement telephony Infrastructure and procedures

  • Maintain all operational documentation

    Technical Support Process

  • Perform in depth review and analysis of the telephony systems performance to verify the expected results

  • Produce weekly reports detailing the telephony systems and network performance

  • Test and verify telephony systems designs prior to deployment of activities

  • Create and maintain operational, tests and staging environments and their associated documentation

  • Resolve incidents and problems related to the telephony Infrastructure

  • Provide technical guidance during feasibility studies and pilots of new or amended telephony equipment

  • Researches, evaluates and stays current on emerging tools, techniques and technologies

Provides basic-level knowledge in the following areas:

  • PBX/ACD architecture, design, troubleshooting, and administration

  • Configure and troubleshoot Avaya components such as CM, Session Manager, System Manager

  • Configuration and troubleshooting of media gateways such as Avaya

  • Telephony monitoring systems and best practices and the ability to configure and manage monitoring systems such as Integrated Research (IR) Prognosis Monitoring Tool

  • Basic understanding of telecommunications and carrier provisioning information.

  • Implications of Layer 1 & 2 Ethernet errors on the Telephony environment

  • Configuration and troubleshooting of Layer 1 / 2 Ethernet (line errors, speed, duplex mismatch)

  • Voice Security for telephony delivery such as transport (SRTP, IP Sec), and systems security (VOIP Avaya G450 Gateway, PCI, soft witches, and Session Border Controllers).

  • Understand the purpose, functions, and implications of VAM scans and penetration testing.

  • Knowledge of the Telephony deployment of Citrix and Virtualization (VTI Solutions).

  • Implement, provide feedback, and audit the standards for access levels for each system

  • Knowledge of CCaaS (Contact Center as a Service) providers as a plus.

  • May perform other additional duties and responsibilities as assigned.

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