Lead IT Engineer

CenturyLink   •  

Lakewood, CO

Industry: Telecommunications.

  •  

5 - 7 years

Posted 271 days ago

This job is no longer available.

Job Summary

Lead IT Engineer

Job Description

  • 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

Qualifications

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

Education

Bachelors or Equivalent

Masters or Equivalent

Alternate Location: US-Colorado-Lakewood; US-Work From Home-Work At Home

Requisition # : 176637