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JOB SUMMARY
The Telecom Engineer supports MVW Corporate Offices and Contact Centers with Global telephony needs. Including support voice of related activities for corporate Unified Communication solutions, primarily responsible for inContact and Ring Central's cloud-based technology in all Corporate Offices and Contact Centers. They will work closely with corporate-based management teams. Provides insight to MVW's voice network life-cycle activities and communications technologies. Additionally, responsible for day-to-day support, execution of assigned technology projects, department initiatives while achieving project goals in alignment with IT processes.
Monitors, improves and maintains effective Service Level Agreements (SLA) with IT customers in support of current and future needs for computing resources and telecommunication services. Maintains effective relationships with internal/external customers/vendors to ensure high quality level service and support is provided for MVW's computing and telecom services. Responsible for assisting resource teams for Field Services, Network Engineering, Voice Engineering and Site Deployment infrastructure related projects ranging in complexity to ensure activities are completed timely and within budget. Assists with financial aspects covering multiple areas to include projects, departmental, site inquiries; provides estimates for projects and manages against budgets.
Specific Job Summary
Performs more complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones. Will be the Escalation point for Operational issues as needed.
Expected Contributions- Responds to, solves, and makes decisions on more complex/non-routine business requests, making appropriate changes to resolve issues within the company change guidelines.
- Responsible for own work and contributing to team, department and/or business results.
- Assists with identifying opportunities to enhance the effectiveness of business processes.
- Providing training and technical guidance to others where appropriate and serving as point-of-contact for problem resolution.
- Participating in department operating plans.
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- Achieving results against budget within scope of responsibility.
- Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
- Performs other duties as appropriate.
Specific Expected Contributions
- Assists with financial work estimates for projects and department which includes budget tracking and managing expectations of those estimates.
- Partners with change management, to ensure that all technology upgrades and new development enhancements are properly reviewed and approved prior to implementation.
- Provides input and promotes continuous improvement standards to create efficiencies and improvements to streamline processes or improvement in customer support.
- Provides status updates and comments to project owner(s), management, and/or team participants.
- Responsible for managing daily efforts which include support and installation of telecom software applications and miscellaneous equipment.
- Using inContact Studio work with Contact Center leaders to design and manage call flows to meet business needs. Suggest call flow enhancements as needed.
- Identifies, resolution and documentation of software/hardware failures reported by MVW users or IT Help Desk
- Acts as liaison/consultant to 3rd party vendors for projects and support to improve user experience.
- Provides technical guidance for Tier-2 Telecom support at our corporate office and satellite locations.
- Responsible for Telephony Hardware Asset Tracking during the implementation and disposal process. This includes:
- Documentation of all software and hardware supported systems.
- Documentation of site-specific Unified Communications idiosyncrasies.
- May support/assist the workflow process.
- Provides administrative support to applications and equipment of inContact and Ring Central VoIP environment (includes physical and soft phones).
- Provides guidance to end users to help users embrace new technologies.
- Serves as a liaison to IT management, telephony vendors, and corporate end users.
- Responds and resolves system installation problems, escalate, and follow up as appropriate.
- Adapts, and positively reacts to changes within work environment.
Candidate Profile- NICE CXOne (formerly known as InContact) or similar contact center solutions (Avaya, Cisco, Genesys) experience highly preferred.
- NICE CXOne (formerly known as InContact) Studio Certification or similar scripting certification (Avaya, Cisco, Genesys) - preferred.
- Min 3 years’ experience working with Contact centers.
- Min 3 years' work experience in technical customer service support as it relates to SLAs.
- Ring Central or similar contact center solutions (Avaya, Cisco, Genesys) – experience highly preferred
- Experience working with outsourced vendors - required.
- Desktop Troubleshooting Skills
- Video and Audio Web Conference Support
- Knowledge of API’s and associated troubleshooting tools.
- Bachelor's degree and/or relevant experience generally required.
- Able to work at a fast pace and multi-task.
Specific Candidate Profile
- 3+ years’ experience in Voice-related technologies.
- 1-2 years’ experience in managing technical processes.
- Extensive knowledge with InContact Studio Scripting for Inbound, Outbound, Auto-Attendant, SMS, etc. or similar (Avaya, Cisco, Genesys).
- Good working knowledge in InContact Studio Scripting involving APIs or similar (Avaya, Cisco, Genesys).
- Good working knowledge in InContact Studio Scripting involving Data Access Points or similar (Avaya, Cisco, Genesys).
- Demonstrated experience with collaboration tools (audio, video, web, phone).
- Experience with Cherwell, Service Now, CA, Jira or similar work management tools preferred.
- Intermediate knowledge in the use of Microsoft Office tools (O365: Word, PowerPoint, Excel, Visio) to analyze data.
- Excellent verbal and written communication.
- Ability to provide data, convey complex visual information to a diverse audience, and deliver end-user documentation.
- Position is primarily remote/hybrid but requires the candidate to live within driving distance of a Contact Center; some tasks/meetings/events may require in-office work.
- Some travel may be required.
- Position will be part of a rotational On-Call schedule and will require weekend and holiday support if needed.
- May require physical activity to move/install/decommission physical equipment as needed.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture
