Contact Center Engineer ( Home Office / Remote / Work From Home Eligible)

Humana Inc. Naples , FL 34102

Posted 2 months ago


The Senior Telecomm/Voice Engineer is responsible for designing and implementing all or part of the organization's complex telecommunications infrastructure in line with pre-identified business needs and requirements. The Senior Telecomm/Voice Engineer work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors.


This role is responsible for supporting and administering existing Contact Center infrastructure, as well as for designing and implementing new solutions in support of enterprise level contact centers. The primary focus is to engineer and support the Voice Product systems that provide entry into the environment and direct our managed service partners for addressing any maintenance and support activity that insures system stability. This also includes responsibility for design, implementation, configuration, daily operation and upgrading of core Oracle Communications systems such as: Session Border Controllers, Session Routers, Enterprise Operations Monitor, Session Delivery Manager, SIPREC Recording, Call Routing, Protocol normalization/HMRs, Dial Plan normalization and maintaining local route tables. Alternate technical focus may be on Genesys/Cisco/Avaya, SIP infrastructure, and the telecommunications aspects of the Contact Center environment.

This position makes recommendations for resources required to maintain and/or expand service levels required to ensure the successful operation of the enterprise contact center systems. This individual will work independently and as part of the team to perform engineering duties including but not limited to design and deployment of new technology in the area of IP Telecommunication systems, specifically for the enterprise contact center solutions. Perform other duties as assigned

Essential Functions:

  • Takes charge of the telecom platforms and leads the direction on best practices for supporting a SIP infrastructure.

  • Sets standards and direction for the Voice product stack.

  • Troubleshoots Genesys/Avaya/Oracle/Cisco issues including P1 and P2 events.

  • Work collaboratively with business partners, vendors, and internal technical teams to design and implement new IP Telephony solutions in our enterprise contact centers.

  • Serve as the technical lead on projects of all scopes by developing design documentation, coordinating system changes, and executing configuration changes in the area of contact center systems.

  • Serve as the subject matter expert to set technical direction and give operational guidance to operational support teams.

  • Develop technical standards, defines operational processes, write configuration "best practices" for contact center telecommunication and collaboration infrastructure.

  • Engineer for projects planning activities to align with project deliverables and deadlines.

  • Analyze system and application data to ensure system stability and improve system performance.

  • Provide recommendations for remediation of issues

  • Identify and prioritize the deliverables of platform components; participate and recommend the technical direction of the platform, and influence how project teams in departments develop and support dependent applications.

Communication Skills:

  • Excellent written and verbal communication skills with the ability to present complex technical information of the platform in a clear and concise manner to executives and non-technical leaders.

  • Must have excellent presentation skills to wide spectrum of audience types (Sr. Executives to Technical Architects).

Reasoning Ability:

Must be able to work independently with minimal supervision.

Required Qualifications

  • Bachelor's degree in computer science or related field OR equivalent experience in lieu of degree

  • 7+ or more years of telecommunications/voice technical experience (10k+ seats)

  • Experience with contact center technology platforms, specifically Oracle SBC and Avaya products.

  • Expert in VoIP Protocols SIP/SIPREC/RTP and troubleshooting

  • Expert in Contact Center and dial plan session management and routing

  • Prior experience in Contact Center Operations supporting production system availability

  • Designing and implementing complex telecommunications infrastructure

  • Expert troubleshooting escalated complex telecommunications problems

  • Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

  • Monitoring tools - Prognosis/ Oracle Enterprise Operations Monitor/Wireshark

  • Agile/SAFe environment

  • DevOps / SRE

Additional Information

Scheduled Weekly Hours


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Contact Center Engineer ( Home Office / Remote / Work From Home Eligible)

Humana Inc.