Position Title

Location

Job Summary

Job Responsibilities:

JOB RESPONSIBILITIES

• Plans, forecasts, implements, and identifies resource requirements for telephony systems and contact centers of moderate to high complexity.

• Integrates and schematically depicts communication architectures, topologies, hardware, software, transmission and signaling links and protocols into complete network configurations.

• Monitors telephony and contact center systems health, performs system tuning and makes recommendations for improvement.

• Performs complex tasks with regards to the development of processes, procedures, automation/monitoring/ deployment of tools.

• Defines and discerns key aspects of a problem and develops an integrated solution within a broad technical and business context of significant impact.

• Primary contributor to planning, architecture design and engineering, as well as some data systems.

• Evaluates new products, performs problem resolution and assists in the development and documentation of technical standards and interface applications.

• Performs work that is complex and varied in nature.

• Defines and discerns key aspects of a problem and develops an integrated solution within a broad technical and business context of significant impact.

• Provides guidance/training to more junior staff.

• Requires technical and business knowledge in multiple disciplines/processes.

• Uses independent judgement and discretion to make decisions.

• Coordinate with internal audit, risk, and compliance teams to deliver accurate evidence and remediation plans.

• Act as an escalation point for major incidents and coordinate with leadership during crisis events

ADDITIONAL ACCOUNTABILITIES

• Performs special projects, and additional duties and responsibilities as required.

• Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance trainings. Accountable to maintain compliance with applicable federal, state and local laws and regulations.

JOB REQUIREMENTS

Required Qualifications:

• Education level required: High School Diploma

• Minimum experience required: 6+ years of experience working in a telecom engineering role.

• Proficient in Microsoft Telephony and Dynamics Contact Center systems, collaboration systems and endpoints, recording and work force management systems, and Telco and routing

Preferred Qualifications:

• Undergraduate Degree (4 years or equivalent) in Computer Science, Information Systems, Engineering or related field. or equivalent certification and/or experience in a PBX/VoIP environment.

Job Competencies:

• Proficient understanding of data and voice communications equipment, protocols, cabling and physical standards.

• PC literate with proficiency in Microsoft Office Suite, Visio and Windows applications.

• Good interpersonal, verbal and written communications and negotiation skills.

• Ability to maintain a professional composure with customers in difficult situations.

• In-depth knowledge of, and the ability to apply, concepts, practices and procedures utilized in data and voice communications.

• Strong analytical, organizational, and project management skills.

• Ability and discipline to follow standards, procedures, checklists, and design documents.

• Ability to write thorough, clear, concise documentation.

• Exercises sound judgment.

• Ability to maintain confidentiality with regard to customer information and employee records.

• Demonstrates a strong ability to build and maintain effective relationships with stakeholders by communicating clearly, engaging in proactive collaboration, and leveraging cross functional insights. Aligns relationship building efforts with enterprise goals to accelerate performance and drive strategic results.

• Builds trusted client relationships, whether internal or external, by identifying needs and delivering tailored solutions to enhance the overall client experience.

• Fosters or supports a positive work culture and productive work environment, displaying importance of effective relationships with customers and stakeholders.

• Physical demands (ADA): No unusual physical exertion is involved.

Flagstar is an Equal Opportunity Employer

We are committed to providing clear and accurate compensation information in accordance with applicable laws. Actual starting base pay will be determined based on location, experience, and other non-discriminatory factors permitted by law. Total compensation may also include variable incentives, bonuses, commissions, or other awards as outlined in the offer of employment. Flagstar provides teammates access to a variety of benefits including medical, dental, vision, life, and disability insurance, as well as a comprehensive leave program. Please click the following link for detailed information: Benefits | Flagstar Bank

Pay Range

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, and the San Francisco Fair Chance Ordinance, as appliable.