Job Description

SUMMARY:

The Voice Engineer is a design and implementation level IT position directly supporting the enterprise in all day to day project activities.  This role is an individual contributor who will work closely both within a team environment and individually to achieve specific goals.  The successful candidate will be able to work well within a team, collaborate directly with other IT and business departments, and handle several different projects at the same time. This is a design-level engineering position with secondary role to provide top-tier operational support.

Location: Advance Auto Parts Office – GCC Hyderabad

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Work with others at various levels to gather requirements and report status. Consistent communication and keeping requester informed of ticket, request, or project status.  Ability to translate end-user concerns to technical needs for communication within team or with other IT teams. Ability to utilize MS Visio to create design and call flow drawings. Ability to analyze data and present business cases using common tools such as Excel & PowerPoint.

• Substantial knowledge of voice and general networking and VoIP technologies, design standards, and positive and negative attributes of those.  Including- TCP/IPv4 protocol suite, DNS, DHCP, NTP, TFTP, SIP, SCCP, Cisco Webex, Cisco Unified Communications Manager (CUCM), UCCX, Cisco Contact Center, CER, & Nice.
• A broad understanding of IT security standards and best practices for voice infrastructure/voice service design.  Including- PCI, SOX, HIPAA, Defense-In-Depth concepts, Group Identity Structures, & Layered Security architectures.
• Supports the creation of and maintains departmental methods of procedure (MOPs) and related documentation as needed.
• Provide primary Voice Engineering design and configuration for highly complex voice solutions to meet the organizations goals.
• Identifies capacity and performance issues to ensure continued, uninterrupted operation of supported voice platform hardware and related systems

SUPERVISORY RESPONSIBILITIES - This job has no supervisory responsibilities.

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.

·       Good collaboration skills, within team and with others.  The engineer must have the ability to work with others in a collaborative way, sharing his/her ideas/opinions, and be able to comfortably voice opinion, express justification for and accept alternate opinions.

·       Prioritizing operational issues and implementation tasks based on alignment with defined urgency and prioritization guidelines.

·       Must be able to manage requirements gathering, technical definition and task tracking to be successful. Must be able to report regularly on status.

·       Understanding of Voice systems.  Specifically, how do systems communicate over an IP network, SIP Cubes, Cloud UC, provider MPLS networks, TDM Solutions, Key Systems, PBX, Contact Center as well as 3rd party integrations.

·       Must be able to understand detailed technical systems, how they interoperate, what functionality they provide, and ultimately- what really matters with each of them.  For many cases, that means knowing how things interact and where potential problems may be in troubleshooting issues.  However, design decisions are all too often more important than supporting the solution later, and these rely on answering many of the same questions.

·       Must understand key business functions, technical solutions supporting them, and identify potential risks involved with changes or activities that he/she is responsible for.  

·       Able to effectively work with less experienced engineers, working alongside of them when necessary to show them the key factors to manage throughout their project/task.  The engineer should highlight the key caveats and goals for the related work.  The engineer must have experience with systems design and implementation of all relevant technical solutions that he/she will be responsible for.

·       Able to review, analyze and translate business requirements into the appropriate technical solution, providing design that adheres to enterprise architecture standards.

EDUCATION and/or EXPERIENCE REQUIREMENTS

On the job experience of 3 – 5 years designing voice and network systems as well as a Bachelor’s Degree in a technical discipline.

LANGUAGE SKILLS

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.  Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.  Ability to effectively communicate clearly and concisely via e-mail. Must also have the ability to draft technical proposals for new systems and solutions. Ability to effectively present information to mid-level management.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit.  The employee frequently is required to talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 50 pounds. 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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