Senior Contact Center Voice Infrastructure Engineer Aon
Lincolnshire, IL

Job Description

Job Description

Aon is looking for a Senior Contact Center Voice Infrastructure Engineer

The Senior Contact Center Voice Infrastructure Engineer will be responsible for building/supporting enterprise voice and Contact Center technologies including Cisco UC, SBC's and InContact contact center solutions. This position is responsible for planning and designing complex data and voice communication networks: 1) Research and development of voice, contact center & networking technologies; 2) Understand business requirements and design solutions to meet requirements; 3) Develop project plans and coordinate across IT functions 4) Implementation of new technology and systems, installation and maintenance of infrastructure; 5) and contribution to establishing and maintaining standards and best practices. This is an individual contributor position currently.

Your impact as a Senior Contact Center Voice Infrastructure Engineer

Job Responsibilities:

PLAN

Provides the architectural design, installation, and configuration of logical and physical voice systems and services (UC, Contact Centers, etc.) to meet the functional objectives of the business

Plans and Manages the capacity and manages the performance of voice systems, applications from a senior/architect viewpoint and leads efforts to optimize.

Collaborates with Infrastructure Engineering teams to evaluate developing technologies and their viability as part of the overall infrastructure roadmap.

Defines the metrics to measure progress and maintain accountability

BUILD

Implementation: Executes on the road map and demonstrates perceptible business value.

Prototyping: Identifies emerging technologies that can meaningfully extend the systems to better support user needs, participate in prototyping the use of those technologies, and support decision-making regarding technical direction.

Procedures: Define, implement and maintain voice operations procedures

Standards: Leads and maintains strategic engineering standards, designs processes and procedures on projects that will accelerate technologies for our business partners and clients including the rollout of innovative products and services as well as upgrades to the current environment.

Reporting/Documentation: Creates reports, diagrams, and charts as required for Information Technology procedures, training, and documentation.

RUN

Supports the design of the voice architecture and infrastructure.

Provide technical support, solutions architecture and operational overview of NICE inContact product.

Troubleshoots, maintains, and provides engineering support for the voice infrastructure and interacts with vendors to resolve issues. Acts as a technical liaison to contact center and voice users including architecture expertise, troubleshooting, project delivery and other assistance.

Duties of this position will include troubleshooting and diagnosing escalated customer issues acting in a consultative fashion to arrive at a mutually beneficial solution for our internal and externals customers, and coordinating with internal departments to provide a collaborative solution

You Bring Knowledge and Expertise

Required Experience:

8+ years of experience as a Voice, Telecom, or Unified Communications Engineer focused on hands on support and operations

4+ years voice services solution engineering

5+ years managing Contact Center technology - ideally InContact

2+ years hands-on experience with network engineering

2+ years in integrations with contact centers and CRM/marketing technologies

Additional Knowledge, Skills, and Abilities:

* Motivated self-starter who can lead by example and approach technical problems with creative solutions
* Strong knowledge of voice network working designs and their applications, to include predictive dialing, IVR, ACD, quality management, screen recording, live chat, artificial intelligence, and big data
* Contact Center design architecture, design of large scale contact centers • Knowledge of project life cycle management
* Voice Network device installation and testing
* Virtualization technologies • Secure voice network architectures
* High availability network design and technology
* Hands-on experience with how to support repeatable, reliable, and scalable voice network architectures with fault tolerance, performance tuning, monitoring systems, statistics/metrics collection, and disaster recovery
* Expert level knowledge of transport protocols, routing protocols, and security/auth to encryption protocols at all layers of the OSI model with emphasis on TCP/IP are essential • Must have knowledge networking features and protocols such as spanning tree, ARP, CDP, EIGRP, OSPF, BGP, VTP, Etherchannel, 802.1Q trunking, MLS, HSRP, GLBP, VSS/VSL, QoS, TCP/IP, UDP, IPSEC, HTTP, HTTPS, Multicast, 802.11a/b/g/n/ac, IPsec, RADIUS/TACACS+, SNMP, current WAN/MAN telecommunications technologies and Web caching services (proxy server) and 802.1x.
* Proven knowledge of Contact Center technologies including Interactive Voice Response IVR, Voice Recognition Unit VRU, Telephony Integration CTI, Automatic Call Distribution ACD, and Private Branch exchange PBX, Call Recording, Call Routing, Workforce Management, Quality Management.

We offer you

A competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Our Colleague Experience:

From helping clients gain access to capital after natural disasters, to creating access to health care and retirement for millions, Aon colleagues empower results for our clients, communities, and each other every day. They make a difference, work with the best, own their potential, and value one another. This is the Aon Colleague Experience, defining what it means to work at Aon and realizing our vision of empowering human and economic possibility. To learn more visit Aon Colleague Experience.

About Aon:

Aon plc (NYSE:AON) is a leading global professional services firm providing a broad range of risk, retirement and health solutions. Our 50,000 colleagues in 120 countries empower results for clients by using proprietary data and analytics to deliver insights that reduce volatility and improve performance.

By applying for a position with Aon, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Aon's employment policies. Background checks may include some or all of the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

Aon provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, or domestic partner status. Aon is committed to a diverse workforce and is an affirmative action employer.

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Job number: 2456444

Category: Infrastructure Services

Location: United States, IL, Lincolnshire

7/2/2019 16:11:38