LoanMe

Sr. Network & Telephony Systems Engineer

Job Location US-CA-Anaheim
ID
2020-2446
Category
Information Technology
FLSA Status
Exempt
Division
IT [IT]

Overview

TITLE:           Sr. Network & Telephony Systems Engineer

 

WHY JOIN LOANME?

The Senior Telephony and Network Engineer is responsible for the enhancements and support of LoanMe, Inc.’s telephony systems and networks. This position requires hands-on technical duties and serves as a subject matter expert (SME) for the business in telephony services.

Management and engineering (configurations/installs, monitoring, problem identification and resolution) of telephony systems, performance and enhancements. In addition to normal telephony functions, the primary critical systems functions are Call Management and Routing, Marketing Campaigns set-up and call routing, inbound/outbound call routing and automated functions, IVR, connectivity to Salesforce system via InGenius, sound quality, voice recordings and collection/storage and migration.

Management and engineering (configurations/installs, monitoring, problem identification and resolution) of networks for internet traffic, direct connections to other sites, load balancing, utilization and capacity, carrier and services management, network security software and/or appliance monitoring, configuration and management.

You will act as an independent decision maker when performing normal job duties and tasks including configuring network devices, equipment and applications, determining appropriate engineering tools and techniques, troubleshooting and the remediation of issues.

We offer a competitive benefit package including:

 

* Medical, Dental and Vision coverage-100% Employee cost paid for by LoanMe.

* 401K with generous employer match.

* 9 paid holidays

Responsibilities

  • Configuration, monitoring/management, enhancements and problem identification and resolution of the Telephony Systems.
    • Trouble-shoot technical issues and resolve internally or in coordination directly with vendors or service providers.
    • Responsible for the enhancement implementation, configuration, testing, and troubleshooting of Cisco Telephony systems (production, back-up/fail-over, interface to the Salesforce systems via InGenius, interfaces to export call recordings.
  • Configuration, monitoring/management, enhancements and problem identification and resolution of local and wide area networks with primary network being internet traffic.
    • Trouble-shoot network technical and bandwidth issues and resolve internally or in coordination with service/carrier provider. Works closely with telecom carriers and mobile providers.
  • Network Security Administration, monitoring and alert resolution.
  • Reviews and assesses in cooperation with finance/accounting team carrier bills and identify errors with corrective action. Manages telephone numbers and assignments.
  • Assess business requirements, recommends new technology options with cost/benefit.
  • Manages vendors and service providers in the completion of work tasks.
  • Provide telephony subject matter expertise, as required for enhancements and projects. Includes gathering requirements, developing solutions, install, and testing working with other teams (IT and business).
  • Proactively identifies and contributes to the establishment and improvement of implementation and engineering standards, processes, procedures, best practices.
  • Ensures stability, availability, and performance of telephony and network systems by monitoring response times and capacity to identify potential problems, trends, and opportunities for improvement. Works with other IT team members.
  • Develop technical process and/or procedure documentation. Defines, or enhances, policies and controls in areas of responsibility.
  • Provides end-user support as required.
  • Supports testing activities and troubleshoot/corrects any issues.
  • Prepares periodic maintenance plans and complies with change management procedures.
  • Perform other duties and projects as assigned.

Requirements

  • Advanced knowledge in Telecom operations support (Carrier Ops, Call Processing, and Network Management).
  • Working level understanding of network protocol layers, security layers and domain models.
    • Solid working knowledge of current Internet technologies, including TCP/IP, FTP, DNS Firewalls, security tools, and browser-based applications.
    • Knowledge of Wireless technologies – such as RADIUS, LWAPP, Cisco ACS, Wireless security and encryption (802.11i, WPA/WPA2, 802.1x), etc.
    • Ability to diagnose and repair server errors, infrastructure issues and network connectivity problems
  • Previous Telecom operations support experience in maintenance and implementation.
  • Demonstrates knowledge of and experience with engineering, implementing, supporting, and troubleshooting:
    • Multi-vendor VoIP services including end-user features, SIP infrastructure, Direct Inward Dialing (DID) number provisioning, auto attendants (call trees) and contact center services and infrastructure
    • Enterprise networks including layer 2 switching, advanced layer 3 routing (such as BGP and OSPF), network design and optimization, wifi and wireless broadband, Quality of Service (QOS) experience and access layer security protocols
  • Competencies include:
      • Contact center application design and programming such as Automatic Call Distribution (ACD) and Interactive Voice Response (IVR)
      • Application load-balancing experience
      • Network security controls such as EAP and Radius
      • Software-Defined Networking (SDN) configuration and management.
      • VMware NSX
      • IoT exposure
      • IP Address
      • VPN
      • VOIP end-user support and configuration
      • Session Initiation Protocol (SIP) infrastructure
      • Direct Inward Dialing (DID) provisioning
      • Auto attendants (call trees)
      • Contact center services and infrastructure
    • Extensive demonstrated experience and ability in working with IP protocols as it relates to IP Voice Digitization, Transport and Delivery as well as Packet Analysis / Troubleshooting.
    • Extensive experience working with SIP gateways and SIP/Telco interconnection/routing. Ability to trace and debug SIP protocol
    • Extensive experience developing and maintaining Dial Plans.
    • Experience working in a converged services network environment.
    • Experience working in a redundant dual-homed environment. Understands the complexities associated with ensuring optimal performance and avoiding outages.
    • Experience with tiered network architectures, micro-services cloud architecture.
    • Experience with physical infrastructure components such as Cat3/5e/6, SM/MM fiber optics, coax.
    • Experience with WAN/Telco carrier products such as POTS, ISDN, T1, PRI, DS3, 3G/4G.
    • Experience with physical plant cabling standards and associated regulations such as plenum space penetrations, fire barriers, underground conduit utilization and suspension requirements.
    • Experience as a technology owner/Subject Matter Expert (SME) for Cisco IP Telephony infrastructure components.
    • Advanced knowledge of Voice and Data circuits: ISDN, POTS, PSTN, DS1/T1, PRI, T3/DS3
    • Advanced knowledge of PBX and IVR routing schemes, capabilities and concepts
    • Advanced knowledge and experience maintaining enterprise voice networks for Call Centers or Contact Centers
    • Advanced knowledge of SIP
    • Advanced knowledge of customer support call flows and network architectures.
    • Advanced knowledge of APIs
    • Programming knowledge and database knowledge:
      • Ability to create scripting and code for Contact Center and Session Border Controllers such as .net C# or Java to interact with various databases – MSSQL, PostgreSQL, others.
      • Creates custom reports as needed.
    • Must have excellent communication, documentation, and customer-facing skills
    • Specific Experience:
    • 5+ years’ telecommunications and network engineering experience.
      • Minimum 3 years of experience troubleshooting and configuring network infrastructure (LAN, WAN, routing, switching, load balancing, capacity).
  • 5+ years’ voice and/or collaboration experience, contact center systems experience.
  • Cisco Unified Communications Manager
    Cisco Unified Contact Center Enterprise
    Intermediate knowledge of call queuing, routing, recording, reporting and administration. IVR,  speech analytics outbound dialer, and virtual hold/callback.
    Intermediate knowledge of TCP/IP and OSI Model.
    Intermediate knowledge of SNMP, log and packet capturing monitoring tools.
    Intermediate knowledge of VMware vSphere in a UCS environment.
    Advanced experience with SIP, RTP, TCP/IP, MGCP, H.323, and SCCP
    Intermediate knowledge and experience with Windows Server 2012 and higher.
    Intermediate knowledge of CoS and QoS designs, configurations and support.
    Advanced knowledge of audit and security best practices (NIST, PCI, ISO).

    Education and Certifications:

    B.S. in Computer Science, Electrical Engineering or related; or equivalent education and technical work experience.

    • Cisco Voice Network Engineer UCS Unified Communication Services VoIP Call Center Contact Center ISE, ACE, ACS, ACI Hardware, ASA Firewall, AnyConnect Meraki CloudLock, certifications/technical training.
    • Industry network certifications, such as CCIE, CCNA, CCNP, CISSP, NET+, ACE, etc.
    • Certifications in Information and Systems Security a plus.
  •  EQUAL OPPORTUNITY EMPLOYER

    LoanMe is proud to be an Equal Employment Opportunity employer. It is our intent to maintain a work environment which is free of harassment, discrimination and retaliation due to age, race religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, sexual orientation, military or veteran status, or any other status protected by federal, state or local laws. Should you require assistance or an accommodation due to a disability, you may contact us at 949-535-7100.

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