Lead IT Engineer
Provide Operational expertise working with internal and external teams to implement product/platform introductions and enhancements
Provide expert-level technical support for supported platforms/applications including advanced voice, data, platform and application troubleshooting and diagnostics to internal clients and customers
Provide root cause analysis and after action plans to implement continual improvement in the operational processes with internal groups and vendors
Communicate, work and escalate issues with vendors to conclusion, including immediate repair and longer term patch/maintenance release introduction
Partner in a team environment to be able to operationalize new product/platform introductions and upgrades to internal stakeholders including training and documentation for Tier I and II teams
Implement operational tools for inclusion in the Tier III, II, and I took-kits to enhance troubleshooting, maintenance, provisioning, and monitoring/surveillance.
Drive CenturyLink requirements in to the development process at vendor by documenting feature requests and partnering to ensure those requirements are delivered to CTL in a timely manner.
Mentor and coach the Tier III team from a technical perspective, ensuring peers on the team receive proper and thorough technology transfer and advance their technical skills
Be willing to work off-hours maintenance windows on a planned and on-call basis and participate in an on-call rotation on a 7 X 24 X 365 basis
Basic Required/Minimum Job Qualifications:
Advanced-level troubleshootingexperience in applicable vendor-provided (Genesys, TantaComm, Eckoh) solutions
Experience working within the Amazon Web Services environment
Bachelor's degree in Engineering or Computer Science, a related field or equivalent experience.
5 -10 years network or operations engineering experience
2 – 5 years in voice and/or data networking experience
2 – 5 years experience with the specific technologies of the vendor solution(s)
Current Federal Public Trust clearance or willingness to obtain such clearance immediately after hiring.
PREFERRED Job Qualifications:
Experience operating carrier-class or large enterprise-level Contact Center Applications (Interactive Voice Response systems, Computer Telephony Integration solutions, PBX/ACD, VoIP), Genesys Voice Portal and Framework, ACD Strategy
Extensive experience with Speech Recognition/IVR platforms: Nuance OpenSpeech and RealSpeak or equivalent
Microsoft Server or Carrier Grade Linux systems administration
Microsoft or Oracle database administration
Bachelors or Equivalent
Masters or Equivalent
Alternate Location: US-Colorado-Lakewood; US-Work From Home-Work At Home
Requisition # : 176637