IT Global Senior Telecommunications Engineer

Job Offer Description


  • IT Global Senior Telecommunications Engineer



  • The Global IT Senior Telecommunications Engineer's role is to collaborate in a team of trained professionals dedicated to maintain and support company's telecommunication infrastructure and related services - including support to contact center operations to ensure that end users receive the appropriate assistance and that the systems in team's scope have an uptime matching their targets. This includes the responsibility of request fulfillment, incident resolution, root cause analysis, monitoring, maintenance and administration of systems, tracking and managing vendor support tickets, documentation and (internal) ticket management. Main focus area is Avaya ACD and Oracle SBC solutions, including call accounting (PhoneX), recording (Qfiniti) and other 3rd party components closely integrated with core telephony functions.
  • Collaborate in a team dedicated to provide Telephony support to call center operations which support activities are carried out remotely from the Service support centres incl. Management of Avaya Automatic Call Distribution. Ensuring proper setup and configuration of vectors, VDNs, skills, and other ACD related objects, reporting and accounting systems.
  • Implement and support configuration within Oracle Session Border Controllers globally including new service provider and client connectivity, understanding of routing and security and knowledge of Header Manipulation rules where applicable
  • Support within the integration of CTI applications and other related applications such as predictive dialers, accounting (Phonex), voice recording systems (Qfiniti) and Callback (AAEP)
  • Implement and support configuration within Oracle Session Border Controllers globally including new service provider and client connectivity, understanding of routing and security and knowledge of Header Manipulation rules where applicable
  • Ensure compliance of configuration standards within the Telecoms estate both Avaya and Oracle - suggesting improvements where required and ensuring Operations team comply with housekeeping standards
  • Coordinate warranty and non-warranty repair work
  • Monitor daily performance proactively alerting internally and external vendors in event of issues, to minimize outages
  • Maintain good relationships with the IT organization and the Business Customers - be transparent and communicate all planned maintenance activities in advance, be conscious about possible impacts of such maintenance and coordinate preemptive actions with responsible IT teams and set correct expectations with Business Customers.
  • Escalate to other IT departments or 3rd party vendors (Avaya, etc.) and track until resolution.
  • Track, follow-up, escalate for timely resolution of incidents, problems and change requests according to the internal service delivery and support policies & procedures and agreed service levels.
  • In collaboration with IT Application and Infrastructure teams perform 2nd line support, contributing including technology partners and other 3rd party solution providers
  • In case of a failover situation between Service Support Centres, perform service desk and 1st level support activities
  • Contribute in development of team mates to ensure customer service targets and levels regarding application support are met
  • Take part in project related activities as required and deliver agreed tasks in a timely fashion, contribute to the project team's work to ensure successful project delivery
  • Continuously keep up-to-date the area related internal knowledge base and prepare required documentation, procedure definitions in order to ensure effective support work and knowledge transfer toward 1stline support organization units
  • Assist technical handovers and knowledge transfers between the IT departments to keep teams' skills as relevant as possible. Keep the internal knowledge base of related technical areas always up-to-date and take ownership/assist (with) required documentation, process definitions to ensure best-in-class level of support.
  • Actively look for and suggest opportunities for improvement and automation to keep the organization's processes as efficient as possible.
  • Coordinate software updates, new release deployments, execute controlled application upgrades.


Qualifications / Knowledge and Experience



  • Bachelor's degree in IT / Telecom or related field
  • Avaya Certifications (ACE/ACS or similar)
  • ACME / SBC Certifications


Required IT knowledge:

  • AVAYA Aura products, Acme SBC, Media Server, Media Gateway, ACD, IVR, Telephony, IP Telephony in-deep technical knowledge and related experience
  • Proficient knowledge of Avaya Aura solutions and configurations
  • In-deep IP network engineering and SIP voice protocols knowledge
  • Expert with Avaya Site Administration, Terminal Emulator tools
  • Avaya Call Management System related knowledge and reporting skills
  • Knowledge of Avaya Experience Portal
  • CTI applications related experience
  • Practical experience with recording systems such as. NICE and Qfiniti
  • Accounting system/ Phonex related knowledge
  • Altitude and/or CTI related knowledge is a plus
  • Others, as:
    • Call-center and CRM technology support skills and strong customer service experience
    • Good knowledge of ServiceNow Incident Management or another problem reporting tool for help desk operations
    • Knowledge of Internet protocols, routing and site/server interconnectivity and good understanding of TCP/IP, VLAN's and other data network technologies


Other expectations:

  • Minimum 5 years' experience in an IT Helpdesk role or an equivalent combination of education and experience.
  • Possess strong working knowledge of call tracking systems, remote operational software, and other helpdesk tools. Experience of call centre technology is an advantage.
  • Excellent verbal and written English communication skills.
  • At least 3 years' experience in management of a large network.
  • Possess excellent organization, conceptual and analytical skills and must be able to troubleshoot issues in remote locations where on-site technical support may be limited
  • Be a team member and openly communicate and share information with peers
  • Be self-governing and be able to work from home delivering to deadlines
  • Be able to develop a strong team ethic across multiple teams & nationalities
  • Be cordial and take an active role in establishing and maintaining professional relationships
  • Be procedure oriented and able to plan, manage and execute deliverables independently for complex technical projects
  • Have a flexible timetable, a sense of initiative and be proactive minded.
  • Excellent verbal and written English communication skills


Labor conditions:

  • Workplace: Bogotá
  • Type of Contract: Indefinite Term
  • Salary $11.810.000 COP


This vacancy is disclosed through


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Centro de Contacto Consultores S.A.S. CEDECON

Cedecon It is a talent hunting company that currently works for a Swedish multinational customer experience specialist, with more than 50 service centers employing more than 30,000 people delivering services in 33 languages. The company provides CRM solutions to clients in a wide range of industry sectors including telecommunications and e-commerce, travel and tourism, retail, financial services and utilities.

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