Title : Telecom Engineer

Location: Baltimore, MD- Onsite

Services strives to hire exceptional, innovative, and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Telecom Software Engineer to join our team.

currently seeks a “Telecom Services Senior Specialist” to join our team in “Baltimore, MD”.

Summary of Telecom Software Engineer duties:

• Role supports a highly available always on 24x7 Healthcare systems services model and will participate in the on-call rotation as assigned.
• Perform telephony hardware, software, PBX, VOIP, and infrastructure support tasks to include install/maintain system operability and performance.
• Valid driver's license required as some regional travel may be required; position requires engineer to have reliable transportation and ability to travel to remote sites supported by the Provider.
• Key contributor in daily Incidents, Service Request, and Projects support.
• Maintain and stabilize telephony platform across 10 hospitals and 250 ambulatory sites.
• Will work closely with other technology teams troubleshooting customer issues.
• Will be responsible for supporting all voice networking assets in a Healthcare system to meet aggressive Business SLAs.

Job Responsibilities of Telecom Software Engineer:

• Provide end user support 24x7x365 and On-Call rotation for after hour support as assigned.
• Provide Tier-1 and Tier-2 support of customer Service Requests and Incident troubleshooting and resolution.
• Responsible to meet and maintain required SLA's.
• OpenScape Voice : configure, install, and modify user profiles. Troubleshoot call scenarios such as dropped calls, one-way audio, call tracing. SBC call routing.
• Openscape Contact Center: build or modify call Routing Strategies, Queue Processing Workflows and Voice Recordings.
• OpenScape Personal Edition (remote client application): ability to understand the SIP Connections, UDP vs TCP protocols, troubleshoot connectivity problems.
• Responsible for service testing to include identifying, correcting, or escalating problems.
• Document network by correct labeling of routing equipment and cables, and documenting configuration diagrams and specifications.
• Resolve Incident and Service Request tickets and proactively follow-up with other technical service towers and 3rd party vendor teams for speed to resolution.
• Manage Service Request and Incident tickets in ServiceNow (SOM), including regular updates to tickets per NTT DATA Change and Problem management processes.
• Responsible for customer satisfaction scores – provides positive customer experience with each customer interaction.

Basic Qualifications for Telecom Engineer role:

• 3+ years of experience with Unify Certified Implementation & Support (Service)
• 3+ years of experience Unify OpenScape 4000
• 3+ years Unify OpenScape Contact Center
• 3+ years supporting telecom systems and protocols – including VoIP, ISDN technologies, routing and switching, SIP trunks, RTP, SRTP, PSTN cloud integration, SBCs, and call center technologies.
• Experience troubleshooting carrier and network connectivity issues – both VoIP and TDM.
• Bachelor’s degree in Computer Engineering, Engineering, Computer Science, Information Technology, OR related field of study plus 5+ years of experience in the job offered.

Familiar with the following would also be helpful:

• Xpressions Application Builder - build phone tree workflows, time of day routing, voice recordings.
• Interallia XMU - build phone tree workflows, time of day routing, voice recordings.
• HiPath 4000 (aka 4K system)
• HiCom 9006 (hospital pbxs)
• Strong understanding of VPN and VMware is desired.
• Proficient with MS Outlook, Word, Excel, PowerPoint, and Visio desired.
• Telecommunication certification is desired, such as BICSI, iNARTE, or SCTE Internet Protocol Engineering Professional (IPEP) certification.
• Self-starter, results-oriented, and demonstrates ‘can-do’ traits.
• Strong verbal and written communications.