First Data is a global leader in commerce-enabling technology solutions, serving more than six million business locations and 4,000 financial institutions in 118 countries around the world. Our 23,000 owner-associates are dedicated to helping companies, from start-ups to the world's largest corporations, conduct commerce every day by securing and processing more than 2,300 transactions per second and $1.9 trillion per year. First Data is committed to staying at the forefront of our industry, and we are innovating a wide range of next-generation commerce technology solutions to help our clients better detect fraud, gain insights into consumer spending patterns and build customer loyalty. There are many exciting opportunities for talented individuals who would like to join our team and play a meaningful role in helping us shape the future of global commerce.
First Data's Product Development, Client Solutions and Technology functions are responsible for innovation and advancement of our technology solutions across all of our client segments, and make a critical contribution to ensuring that First Data retains its position as a leading technology innovator. Our Product Development teams are responsible for end-to-end ownership of the product life cycle. Our Client Solutions teams deliver global solutions and expertise that make commerce possible. Our Technology teams develop a wide range of applications and solutions that enable next-generation commerce and create the infrastructure of the global commerce ecosystem. They also ensure that our data remains secure through their work in cyber-security
Position Description Overview
This Systems Engineer II position requires dual skill sets on Nortel and Avaya voice platforms. The organization is in the midst of a migration from Legacy Nortel to a current Avaya platform and UC solution. The location for this position has a large installation of Nortel CS1000 systems that will require a high amount of day to day MACD work. As this system is migrated over to new solutions a greater focus will be required on the Avaya call center platform. For long term Avaya focus, an expert level knowledge is required in multiple disciplines of VoIP networking, primarily around Avaya voice platforms. Skill set to include expertise in Avaya (CM, SM, CC Elite, BSR, CMS, AES, AM, SIP, H.323 etc.) and strong knowledge of SIP and SBC's (Oracle / Acme Packet). Exposure to and knowledge of voice recording (Verint), CDR (Calero), Genesys IVR / CTI and experience in building global solutions a plus. Candidate will be responsible for multiple projects from requirements, design, implementation and support. Will also provide expertise to administer and maintain system changes, upgrades and patch management as required for stable and secure platforms. Provides day to day support (MACD), coordinates delivery of voice installations, changes and provides top level troubleshooting of the VoIP network.
- Designs, installs, and maintains the enterprise voice services platforms to meet the functional objectives of the business. Researches, evaluates, and implements new advanced networking and voice technologies. Seeks new technologies that would be applicable to the FDC environment. Strong knowledge of the FDC network and voice infrastructure (PBX/ACD/IVR) and ability to assess and implement high-risk/high-visibility changes. Leads coordination efforts with both technical and non-technical peer groups to determine requirements. Able to communicate effectively with internal and external customers possessing a wide range of technical knowledge. Performs additional job duties as required.
- Key Objectives / Responsibilities, (but not limited to) Ability to troubleshoot with the Network team on network issues related to VoIP technologies. Developing, testing, implementing, and support of voice network technologies. Ensuring the development of documentation, including appropriate policies and procedures for all aspects of VoIP network. Assessing customer requirements for voice technology initiatives and recommend appropriate solutions. Helping to provide a high quality, high availability telephony environment, including disaster recovery planning and testing. Assist in the optimization of technology in telecom environment. Maintaining knowledge of existing network and applications, including new products and technologies. Performing customer assessments, design, build, and technical documentation in support of the organization. Proficiency in Avaya Communication Manager and call center technologies with additional experience and support of adjunct devices such as, CDR Calero, IVR / CTI Genesys, Monitoring Prognosis, Dialers Noble, Call Recording - Verint.
- Provide support for critical functions on a daily basis, including (but not limited to) Nortel CS1000 voice platforms, Avaya System Manager, Session Manager, AES, CMS, Verint, CC-Elite, AAM, Oracle / Acme Packet SBC. Planning, designing, installing, configuring, and maintaining the implementation of the Voice infrastructure including hardware/software recommendations. Evaluating and/or recommending potential voice solutions (i.e. hardware, software, network-related) consistent with corporate goals and objectives. Monitoring, evaluating, and maintaining systems and procedures to protect from unauthorized users. Recommending and implementing policies and standards and ensuring adherence. Troubleshooting user/system voice problems. Able to capture, analyze and troubleshoot SIP header detail with knowledge of how to configure SBC's for header manipulation for redirect and presentation as required.
- Provide training or individual assistance to users as needed. Staying current with voice technologies relevant to the call center environment. Managing large quantity of day-to-day MACD tickets in support of local and remote users and ensure adherence to defined service levels. Managing incidents for the Call Centers to include call flows, agents, reporting systems, etc.. Familiarity with centralized ticketing systems. Developing and documenting voice operations and monitoring processes and procedures. Skilled in programming of call vectoring, VDN, variable vectors, skill group expert agent, call flow build, and change requests. Routine monitoring of voice equipment, inclusive of patching and system performance related events. Participate in after hours on call support rotation.
Scope of Job
Leads complex business projects as well as day to day MACD's. Provides coaching and mentoring to less experienced engineers.
Works independently with IT functional units and business units. Recommends strategies for technical aspects of projects as well as broad system improvements.