Telecoms Engineer

• Evaluate and identify improved ways to operate and maintain telecommunication systems
• Establish and maintain a professional relationship with various voice and data vendors and suppliers
• Evaluate vendor proposals, obtain prices, and coordinate vendor support
• Evaluate and maintain telecommunication structures while continually checking for and identifying system problems
• Take appropriate steps to correct problems in a timely manner, following departmental policies
• Assist in the analysis to determine how West can meet the needs of its clients through effective use of telecommunication systems
• May review call flow scripts and recorded announcements for problems and/or accuracy, and
• re-write scripts and announcements as necessary
• Handle phone migrations, facility and equipment installations, installations of conference bridges, and hardware upgrades in a timely manner while adhering to departmental policies and procedures.
• Telecommunications Equipment and/or Facilities Maintenance/Repair and Installation - Analyze, trouble-shoot, and coordinate repair of system problems and outages, including problems with programming, Automatic Call Distributors (ACD), predictive dialers, Digital Cross-Connect Systems, ATM switches, telephone switching equipment, facilities, and wide area network (WAN) equipment
• Coordinate with equipment and facility vendors to ensure proper operations of systems and networks and to ensure timely completion of systems projects, including voice, data, or network applications
• Determine responsibility for correcting system problem or outage, and remove and/or replace defective equipment as required
• Utilizing appropriate test and diagnostic equipment, test various systems on a scheduled basis to ensure systems are working properly, and ensure that any system or equipment issues that are identified as a result of testing are resolved
• Determine facility requirements, and meet those requirements by coordinating, and as necessary, participating in the installation and testing of telecommunications equipment, facilities and systems, pulling and terminating cables, installing patch panels and cable frames, installing power systems, and programming data base changes
• Assist in coordination of and planning for moves, adds, changes, and installation of telecommunications related equipment, which may include implementing action plans
• Setup equipment and customize controllers, including performing required upgrades, installing peripheral equipment, and updating various system files and macros to reflect new system configuration
• Project Coordination - Coordinate or participate in activities associated with assigned projects such as large scale moves, which may include providing direction and technical support to other staff during all stages of a project or provide technical support in a specific area as assigned
• Follow the project from beginning to end, ensuring the project continually supports the attainment of goals and is completed in a timely, accurate, and quality manner, striving to meet and exceed client and customer expectations
• May be required to track and update project timelines
• Provide direction to new staff assisting with initial orientation to the department upon completion of the project
• Assist in documenting activities and results for each phase of the project which may include project calendar and support documentation detailing project activities, results, implementation, technical reference guide, users guide, etc.
• As required, complete report at project completion to document if all milestones and objectives were met; provide management with status reports throughout assigned projects detailing project status and timeline
• Problem Resolution - Proactively oversee the activities involved in quality resolution of issues related to all assigned projects or complex telecommunications issues, troubleshooting to resolve problems
• Follow problems through to completion, communicating resolution results to end user
• Act as an escalation point for problems on assigned team(s), providing accurate and timely evaluation of problems and recommending alternative solutions
• Serve as a knowledge base for team members to provide direction and assistance in departmental efforts
• Proactively offer consultative advice to team members detailing how telecommunications systems may be enhanced
• Identify trends in system problems, determining causes and developing strategies and improvements aimed at reducing future occurrences
• Place a high priority on customer satisfaction by responding to service or maintenance /repair requests in a timely manner, ensuring the needs of every assigned customer are exceeded
• Respond to 24-hour/7-day-per-week service needs as required
• Escalate to supervisor any situation outside the employee's control that could adversely impact the services provided

• Associate's degree in telecommunications/electronics required. Bachelor's degree in telecommunications/electronics or related field preferred. Equivalent work experience in a similar position may be substituted for educational requirements.

• Minimum three years telecommunications experience required.
• 1-2 years experience with RedHat Linux operating systems

• Based on area of responsibility and departmental need, knowledge of Nortel Meridian options 51, 61, 81C, 11; Meridian MAX; Meridian Customer Controlled Routing (CCR); Meridian Link; Nortel Symposium and Web client; Adtran CSU/DSU products; Adtran MS2800 DS3 mux; Meridian mail; Cisco Call Manager; Unity voice mail systems; AT&T DDM 100 DS3 mux; Optivity telephony manager; digital mulitplexing; digital cross-connect systems; voice switching systems such as TDM, ATM, and VOIP; telecommunications transmission systems; DS1 and DS3 test practices and equipment; telecommunications cabling systems and equipment, such as DS0, DS1, DS3, and fiber; Avaya ACD and associated products; SER predictive dialers; voice¬ over IP equipment and technologies; or ATM technologies and associated equipment is required

• Work within a company with a solid track record of success
• Work alongside & learn from best in class talent
• Flexible working options

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