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The Telecom Systems Engineer is responsible for the design, configuration, deployment, maintenance, and support of HGV’s enterprise telephony systems and integrated contact center applications.
This position will collaborate closely with HGV business partners, Hilton/HGV IT resources and strategic vendor partners to ensure continuous technology alignment as well as strategic vendor partners to design, deploy, and maintain reliable telephony and contact center solutions.
Key responsibilities include:
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Serve as subject matter expert for HGV’s Enterprise UC and all integrated contact center applications
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Diagnose, troubleshoot, resolve complex service issues related to cloud platforms, systems, and contact center applications.
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Design and implement scripts for routing inbound contacts.
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Define archiving retention policies.
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Define security access permissions.
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Manage analytics for contact center users.
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Analyze, review and apply security vulnerabilities in a VoIP network.
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Manage growth and capacity in cloud platforms.
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Monitor call quality, usage and capacity.
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Serve as liaison to internal business partners to collaborate on telephony and call center application solutions.
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Develop and maintain operational process and procedure documents.
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Participate in shared on call support rotation.
To fulfill this role successfully, you must possess the following minimum qualifications and experience:
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Bachelor’s degree in Computer related discipline or Engineering (or substitute equivalent experience)
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Strong understanding of VoIP QoS issues and mitigation strategies.
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Ability to perform SIP debugging with Wireshark and other tools to capture/analyze SIP/ RTP traces to isolate/resolve issues
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Familiarity with Windows operating system and/or related subsystems
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Proficient in use of Microsoft Office suite
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Excellent verbal and written communication skills
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Des avantages sociaux qui favorisent la santé et le bien-être financier des membres de l’équipe.
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Des rabais sur les voyages et les hôtels pour les membres de l’équipe, leur famille et leurs amis.
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Un équilibre sain entre vie professionnelle et vie privée avec congés pour des motifs personnels et horaires souples.
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Activités pour membres de l’équipe qui renforcent la camaraderie grâce à des activités amusantes.
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Une culture ouverte d’esprit engagée envers la diversité et l’inclusion.
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Des incitatifs pour les membres de l’équipe qui font preuve d’excellence chaque jour.
