Telecommunications Engineer, AACU Systems Security

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life.

Feel free to enrich both your personal and work life and hop on board!

This job is within the American Airlines Credit Union. The role is responsible for designing, deploying, and maintaining all aspects of the Credit Union’s telecommunications infrastructure and systems.

• Manage the company’s telecom needs including Contact Center administration, voicemail, call recording, call routing, VOIP, SIP/BYOC Circuits, add/moves/changes, edge servers, gateways, E911
• Act as escalation point (Tier
  3) for all Credit Union network Contact Center, VOIP, WebRTC, telecom incidents, issues, production system problems
• Maintain and manage 200+ seat Contact Center systems, including quality management, work force management, Call Flows, IVR, etc.
• Define and manage user roles and permissions in system to meet business requirements
• Work with Business Units to support all Credit Union Telephony operations and maintain Service Level goals
• Work with Branch Managers and business units throughout the Credit Union, and Senior Management, to drive strategy and leverage telecommunication systems
• Develop and program call flows to meet business unit needs
• Look for synergies and opportunities to drive change and reduce cost by improving processes
• Define and manage contact center operational reports and business facing reports
• Continue employee training, education and communication about the Genesys Cloud platform to maximize employee understanding and usage
• Collaborate with Support Teams to ensure proper integration with third-party solutions including Tele-Banking, E911, and Fraud Prevention
• Manage external telecommunication vendors
• Develop and mature phone/ticket escalation processes regarding voice infrastructure to provide Tier 1 and Tier 2 service desk documentation and escalation processes
• Serve as Telecommunications Systems Administrator – phone provisioning, upgrades, data retention, scheduling, performance, and configuration
• Troubleshoot complex connectivity, system and audio issues reported by in-office and remote users
• Troubleshoot network issues with circuits, SDwan, routers/switches and other network-related equipment
• Perform other duties as assigned
• The selected candidate will be responsible for ensuring the security and confidentiality of all account and related information which is part of their work and for ensuring that his/her work is in compliance with all applicable laws and regulations including, but not limited to, the Bank Secrecy Act.

• Bachelor’s degree in Computer Science, Engineering, Management Information Systems or related field, and/or ten years of equivalent progressive experience
• Five plus years’ experience with Verizon or AT&T voice networking or heavy voice communication, troubleshooting experience and support of a customer-facing call center
• 6+ years of professional Engineering experience focused on Contact Centers within the cloud
• Ability to support and troubleshoot contact center technologies (i.e. call recording, inbound/outbound routing strategies, IVR, Workforce Management, SIP, BYOC, etc.)
• Experience monitoring and managing contact center applications to ensure overall system performance, accessibility, and usability
• 3+ years of recent experience working hands-on with the Genesys Cloud Platform (Genesys CX)
• Ability to configure and enable advanced features sets (i.e. SMS/outbound campaigns, inbound call flows, CRM integrations, data access, etc.)
• 2+ years with WebRTC including troubleshooting complex WebRTC connectivity and audio issues

• Experience with design/architecture background (experience with design for disaster recovery/business continuity…