The Engineer is a problem solver in their area and is focused on assessing a problem or business need and executing a means to fix it, improve it or manage it. Solve business problems by defining the problem, interviewing stakeholders, identifying and evaluating alternatives, and presenting the findings.
•Define the core work definitions/operating model, demonstrating the step-by-step life cycle of the process and document the execution process flows
•Ensure compliance with Navy Federal Credit Union ISD standards and best practices
•Identify and analyze opportunities for new and/or improved processes, data, or technology; provide clear picture of possible outcomes
•Present complete and organized documentation of processes, systems, and data
•Develop, recommend and document adjustments to workflow to streamline processes
•Discover issues and determine scope, scale and impact
•Efforts to build the short and long-term infrastructure of the respective business domain knowledge
•Ensure clear, concise and effective communication of material
•Evaluating and recommending changes to standard Navy Federal templates and methodologies
•Provide input into best practices for the respective business area
•Separates and combines tasks into efficient workflow to improve operations and overall performance of supported processes
•Serve as subject matter expert regarding business functions, systems, policies and/or procedures
•Perform other duties as assigned
Required:•Bachelor’s Degree in a related field, or the equivalent combination of education, training and experience
•Solid hands-on experience administering Avaya ACM/ASM, AAM, CMS, AES
•Hands-on experience with Avaya ACM/ASM, including TDM/SIP trunks, Dial plan/ARS/AAR
•Hands-on experience with Oracle SBC and carrier SIP Trunking
•Experience and knowledge of VDN/Vector/Skill and Number manipulation
•Experience with Avaya Unified Communications
•Experience with Cisco UCM and voice architecture
•Hands -on experience with Avaya System and Session Manager
•Deep understanding on Avaya Aura architecture and enterprise redundancy.
•Hands-on experience managing Avaya gateway, H.323 and SIP endpoints
•Experience that demonstrates knowledge and understanding ofVoice and Data communication concepts, installation and maintenance
•Knowledge of CTI, LAN/WAN communications, switches and routers
•Ability to work and collaborate with all levels of management, staff and vendors
•Ability to present findings and conclusions clearly and concisely
•Ability to exercise initiative, produce desired results and achieve objectives
•Experience that demonstrates knowledge and skill in domain area (Voice Infrastructure)
•Effective attention to detail
•Effective planning and organizational skills
•Effective research, analytical, and problem solving skills
•Effective verbal, written and interpersonal communication skills, including skill in in negotiating and persuading others
Desired:•Knowledge of NFCU operations, processes and procedures
•Certification in appropriate analyst discipline
•Technical certificate/diploma in Telecommunications and 2 - 4 years related experience, or equivalent combination of education and experience
•Experience with QoS protocols, jitter, diagnosing or tuning Quality of Service and bandwidth analysis and Cisco routing/switching
•Knowledge and experience with TCP/IP, DNS, DHCP, NTP
•Hands-on experience managing Avaya IP Office
•Extensive Contact Center Operations Knowledge
•Knowledge and experience with Contact Center applications/adjuncts including IVR/VRU, Dialer, QM/WFM.
•Knowledge and experience with Genesys, CTI integration and agent screen pop-up process
•Experience that demonstrates skill with configuration and support experience in a complex multi-layered network environment.
•Specialized knowledge of software components and ability to apply knowledge and skills in problem solving, implementing modifications and new systems designs.
•Extensive experience in systems hardware and/or software engineering, analysis, and design
•Extensive experience in applications and systems performance tuning
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