Senior Unified Communications Engineer

Senior Unified Communications Engineer

Introduction

As part of the Church Mutual team, you'll work with some of the most experienced and knowledgeable people in the industry and achieve your own growth and career satisfaction while finding fulfillment in serving those who serve others. We foster a workplace where all employees are treated with dignity and respect; diversity, inclusion and belonging are woven into the fabric of our company through our customers, employees, leadership, business relationships and outreach programs. Join us and Stand for Good.

What you'll be doing:

Build and support Church Mutual telecommunications and network systems (voice, data, video, collaboration, and audio/visual) to assure telecommunications and network systems availability. Work with Church Mutual vendors to design and support telecommunications and network infrastructure consisting of telephone, voice/data, wired/wireless and video solutions. Monitor environment and address service incidents by responding quickly to restore critical services. Develop, communicate, and maintain telecommunications and network disaster recovery plans.

On any given day, you'll:

* Lead the team's technical support of communications and network systems (voice, data, video) to ensure required functionality is delivered and service levels are maintained.

* Design, plan, implement, and support new or existing complex voice, video, and networking systems typical of enterprise business networks, utilizing Cisco products, MS Teams collaboration tools, and Cloud based Contact solutions.

* Build Contact Center routing configurations that support business requirements to deploy multi-channel capabilities utilizing chosen CCaaS Solution.

* Engineer and Administer Telecom solutions utilizing Voice over IP technologies, including SIP gateway solutions, security services, and network prioritization Quality of Service (QOS).

* Troubleshoot, track, resolve, and report progress and resolution of problems in CM Group's network environment.

* Ensure project deliverables meet expectations regarding cost, schedule, and scope and are aligned with architectural standards, and deploy the appropriate reuse of common objects and components.

* Design, build and support networking technologies ensuring operations software maintenance schedules are followed, and service troubleshooting and restoration activities on network routers, switches, firewalls, VPN solutions and Load balancers follow prescribed troubleshooting, ITIL Process management and associated documentation.

* Create the technical specifications, requirements and resource estimates for projects associated with the development of new solutions.

* Lead the installation of new network technologies into existing data center environments.

* Provide daily operational support of the telecommunications and network platforms including system health, log review, troubleshooting with support vendors, and business liaisons.

* Identify and work with technology partners to ensure solutions meet technical standards, design, and performance requirements in support of infrastructure environments including but not limited to telephone, video, voice/data, and mobile devices.

* Develop and maintain Monitoring capabilities to support Unified communications infrastructure to anticipate future needs and growth of telecommunications and network systems and make recommendations on necessary hardware and software.

* Provide direction on questions and issues to Church Mutual departments and coordinate all systems changes following Change Management procedures.

* Support the testing and maintenance of disaster recovery plans.

* Provide on-call support for network, telecommunication, and collaboration technologies.

* Support and enforce the incident/problem management, change and release management, security, and IT Asset management process.

* Create, maintain, and update documentation of detailed design documents, diagrams, engineering specifications, build changes, models, troubleshooting support guides, systems metrics, and standard operating procedures as required to ensure operational excellence.

Here's what we expect

* Prior Experience:

o 4 - 5 years of proven expertise within the subject matter domain.
• Design and Implementation experience in voice, data communications, contact center technologies, and video conferencing.
• Strong understanding of SIP, H.323, and other VoIP protocols.
• In-depth understanding of communication protocols and routing protocols.
• Solid background in network administration and architecture.

* Education:

o Bachelor of Science degree in Computer Science, Telecommunications, Engineering, or related field; or equivalent work experience.
• Cisco CCNA or CCNP or CCDP - Voice/Collaboration certification a plus.

* Necessary Knowledge and Abilities

o Actively seeks to understand and communicate the value of business objectives and goals to peers.
• Consistently follows company policies, departmental standards and outlined procedures and takes ownership of improving these artifacts when identifying opportunity for improvement.
• Delivers outstanding customer service.
• Consistently communicates in a clear and concise manner.
• Able to consult and guide stakeholders through decision making processes.
• Ability to draw out unexpressed business needs and omitted requirements.
• Takes ownership of assigned and self-identified responsibilities ensuring commitment to satisfactory resolution.
• Accepts and supports occasional need to work outside standard business hours.
• Actively participates in shaping the standards and role of the department.
• Proficiently re-prioritizes tasks and develops contingencies when either quality or timeliness of efforts are at risk.
• Clearly and timely communicates all scheduled absence to team(s) and leadership, while ensuring workload is delegated as needed to minimize negative impact to due dates and expectations.
• Proactively defines and implements needed solutions to identified and anticipated challenges with minimal guidance from leadership.
• Ability to think through problems and identify solutions, while considering dependencies and overall impacts.
• Intuitively identifies risks, bottlenecks and constraints and takes active steps to address them without waiting for external leadership.
• Comfortable performing with minimal direct oversight, while maintaining high standards and productivity.
• Creative problem solver with effective ability to consider and understand cross functional dependencies and business impacts.
• Strong ability to determine root cause of failures and find solutions to prevent recurrence.
• Exhibits strong operational intelligence, understanding of technical conce.