Under the general supervision of the Team Lead for Network & Telecom of Volkswagen Group of America (VWGoA) this position is responsible for planning, implementing and maintaining a telephony environment within VWGoA that meets the needs of the organization. The position is responsible for 3rd level operational engineering & support including planning, design, and implementation of hardware, applications and operating systems per the VWGoA Telecommunications policy. This position will create documentation, standards and policies for junior members of the engineering and operations teams, overseeing their training and auditing as necessary to ensure that they are followed. This position provides a timely response to approved business unit, developer, and administrator community requests for assistance including project support. The position requires participation in a 24-hour on-call support, after hours scheduled changes as needed, and to resolve telecommunications problems/issues. In addition to verifying organizational compliance with established policies and procedures, the this role will be responsible for ensuring the health and stability of all telephony equipment and services, including PBX, Voice Servers, Voice Mail servers, adjunct Voice systems, CMS, voice circuits, IVR, 1-800 numbers via SOMOS and telephony monitoring tools.
This role will also provide 3rd level operational telephony network support for 60+ VWGoA sites and the 14+ VWGoA Contact Center communities:
• Provide telephony architectural design for all future data telephony deployments
• Reviews industry best practices to create reliable telephony voice over internet protocol (VoIP) solutions.
• Ensures all the entire telephony environment is maintained in accordance with VWGoA’s life cycle policies.
• Reviews complex business requirements, identifies and proposes solutions based on existing in-house capabilities including determining how existing solutions can be extended to the current requirement. If solutions do not exist in-house, this role will be responsible for investigating and proposing potential solutions.
• Informs management of critical issues that may affect clients or the infrastructure and provides recommendations for mitigation.
• Works with commercial telephony product vendors in the design and evaluation of telephony network products and technology, and troubleshooting activities.
• Involved in a wide range of issues including secure architectures, VoIP traffic, virtual private networks, local area networks, wireless local area networks and unified communications.
• Interfaces and supports incident resolution with 1st and 2nd level support teams on all severity 1 & 2 problems, and spearheads resolution for all telephony problems
• Interfaces and participates with VWGoA Computer Emergency Response Team (CERT) as needed to analyze and respond to CERT messages and mitigate risks as appropriate.
• Maintains required documentation for all telephony network activities.
Required Qualifications:
Formal Education or Equivalent:
• Bachelor’s degree or equivalent real life experience in Telecommunications
• Multiple Avaya Certifications including ASPS & ACSS (Aura & Breeze/Oceana)
• Other Certifications in related technologies a plus (i.e. Redhat, Cisco, MCSE, ITIL, etc.)
Certifications/Years of Experience:
• 20+ years of related experience
• 15 years’ experience working as a VAR in support of Avaya solutions a plus
Demonstrable Work Experience with each of the following:
• Strong written and verbal communication skills
• Experience in designing and supporting all aspects of Contact Centers using Omnichannel communications, IVR, speech analytics, call recording, workforce management and other associated solutions.
• Must have experience with Avaya Aura PBX solutions. CM 6.3 and above, Avaya /Verint Workforce optimization (WFO)
• Experience with CRM / Salesforce integration, CTI and other application integrations
• Deep understanding of SIP & SIP Trunking and other VoIP protocols such as H.323
Basic Skills
1. Problem Solving- creating options and solutions
2. Root cause analysis using tools like “5-whys” and DFMEA concepts to permanently resolve issues
3. Analytical Thinking- using logic and reason
4. Persuasion / Motivation- moving others to action
5. Mentoring / Training abilities – able to share knowledge effectively and teach others.
6. Leadership Skills – ability to lead team efforts during project implementation. Includes tasking junior team members.