Unified Communications (UC)/Telecom Staff Engineer

Recruiter
Tesla
Location
Fremont, California
Salary
Competitive
Posted
13 Oct 2018
Closes
15 Nov 2018
Ref
68270
Sector
Engineering
Contract Type
Permanent
Hours
Full Time
The Role

The Unified Communications (UC) Staff Engineer is responsible for the strategic design, standards and implementations of Tesla's global voice and contact center technologies, in partnership with Tesla's Customer Support and Sales organizations. The Unified Communications team provides voice and contact center services utilizing Avaya technologies and multiple service providers around the globe, in a fast-paced and dynamic environment. Our services are provided in call center locations, retail service/sales centers, manufacturing environments and general office locations. We are responsible for providing voice communications that are always-on, highly reliable and provide a great customer experience.

Responsibilities

• End-to-end engineering, design and implementation of standards for Tesla's global communications platforms

• Consult with internal business units to collect requirements, partner with vendors/third parties on solution design, and work with internal engineering and operations teams to deploy solutions

• Project manage complex Unified Communications efforts that span multiple teams, technologies and solutions

• Roadmaps development that blends the needs of the business and IT teams, as well as integrating new and emerging technologies.

• Proactively identify and deploy new solutions to meet business needs

• Act as the bridge between the UC team and partner technology teams to ensure cross-team efforts are adhered to and implemented on time.

• Aggressively pursue developing solutions that exceed the business needs and leverages solutions inside and outside of the current technology stack

• Serve as a mentor for team members and an escalation point for mission critical issues and challenges

• Documentation of system designs and standards, including High-Level Design, Low-Level Design, Business Requirements Document, Functional Specifications Documents

• Partner closely with customer facing contact center teams to develop technical solutions.

• Partner with vendors and external suppliers to ensure alignment with strategy

• Perform analysis and diagnosis of complex voice and data network issues

Required Skills

• 10+ years designing and deploying complex voice solutions leveraging Avaya platforms and technologies

• Expert-level knowledge of Avaya Call Center Elite, Communication Manager, System/Session Manger, Session Border controllers, multi-vendor SIP trunking

• Strong knowledge of Workforce Optimization, OneX Agent, CMS, CMS Supervisor, Avaya Experience Portal

• Experience with AT&T IP Toll Free and RouteIt environments (or similar carrier offerings)

• Strong network background with Juniper and Palo Alto experience

• Experience with Oracle Enterprise Operations Monitor/Acme Palladion and AppNeta performance monitoring tools

• Experience with complex systems integrations with external service providers (premise, hybrid, cloud)

• Demonstrated understanding and experience with international carrier services including SIP trunking, international toll free services, and complex routing for private number dial plans.

• Demonstrated leadership driving technology solutions from design through implementation which leverages cross-functional teams comprised of employees, vendors, outsource partners, and contractors across multiple locations

• Proven ability to drive complex technical solutions which may include both legacy and converging technology

• Proven ability thru experience to diagnose complex technical problems in a multi-layered enterprise environment encompassing both vendor and custom built solutions

• Relentless pursuit of service excellence at both project and operational levels

• Ability to build and maintain successful relationships with operational/production leadership as well as strategic planners

• Strong analytical background with focus on developing data-driven solutions

• Developing and maintaining call flow and technical documentation

• Ability to work in a fast-paced and dynamic environment that can quickly change direction

• Ability to deliver on multiple project simultaneously

• Exposure to business intelligence platforms

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