Remote Work: Hybrid
Overview:
At Zebra, we extend the edge of possibility by shaping the future of work on the front line-reinventing how businesses run and moving society forward.
We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and create new solutions with partners to help organizations act with greater visibility, connectivity, and intelligence-delivering better experiences for workers and those they serve.
Being a part of Zebra means being seen, heard, valued, and respected as you define your path to a fulfilling career. Here, you’ll have opportunities to learn and lead at a leading company, and you can channel your skills towards causes that you and the Zebra community care about, locally, and globally.
Together, we’ve only begun to define the edge of what’s possible-for our people, our customers, and the world.
The Telecommunications Engineer Sr. will perform operational duties to support Zebra telephony infrastructure including but not limited to multiple Cloud and on-prem VoIP PBX phone systems, Contact Center Solutions, Voice Mail, routing of calls, IVR scripts, analog lines, call accounting, and call recording. This role will work on Contact Center and Enterprise Voice Telecommunication services with duties that include implementation, support, and technical analysis of hardware, software, or networks. The successful candidate will be responsible for working closely with the other Telecommunication Team members, Technical Support, and business operations departments to ensure the efficiency and effectiveness of the system operations.
Responsibilities:
- The Telecommunications Engineer Sr. will perform operational duties to support Zebra’s telephony infrastructure, including but not limited to multiple VoIP PBX phone systems, Contact Center applications, Voice Mail, routing of calls, IVR scripts, analog lines, call accounting and call recording
- Will be responsible for working on Contact Center and Enterprise Voice Telecommunication services with duties that include implementation, documentation, support, and technical analysis of hardware, software, or networks
- Will be responsible for working closely with the other Telecommunication Team members, Technical Support, and business operations departments to ensure the efficiency and effectiveness of the system operations
- Will be responsible for the Unified Communications and Contact Center technical support documentation (creating Knowledge Documents)
- Will be responsible for documenting the Contact Centers’ High and Low-level architecture
- Will be responsible for documenting Unified Communications’ High and Low-level architecture
- Will be responsible for creating Visio diagrams of the architecture and call flows
- Will be responsible for effectively communicating explanations and interpretations of documents created
- Will be responsible for the analysis of the current state of the Telecom infrastructure/landscape
- Prepares review analysis, capacity planning, and recommendations of the existing telecom infrastructure and related security processes
- Contributes with escalation services for telecom-related mission-critical systems on a rotational basis
- Maintains telecom infrastructure hardware including ongoing software/firmware patches and upgrades
- Conducts telecom architecture design, viability, and cost studies
- Analyzes and maintains telecom health monitoring and notification tools
- Provides review analysis, capacity planning, and enhancement recommendations of the existing telecom infrastructure and related security processes
- May lead project implementation
Qualifications:
Minimum Qualification
- Bachelor’s Degree required or equivalent experience.
- Minimum of 5+ years of experience in IT/Telecommunications
- 4+ years of IT customer support experience
- Hands-on job experience in telecommunication working on PBX
- Hands-on experience with Contact Center or Contact Center as a Service
- Hands-on job experience with SIP trunks
- Hands-on experience with Direct Routing
- 4+ years of hands-on experience setting up Interactive Voice Responses (IVRs), call flows, and call queues
- 5+ years’ experience with windows-based applications (Word, Excel, PowerPoint, Outlook, and Visio)
- Excellent communication skills
- Fluent in English (both verbal & written)
- Demonstrated experience working independently and collaboratively on projects
- Demonstrated experience troubleshooting
- Broad knowledge of applicable IT systems/applications
- Experience developing new systems and tools
- Experience in documenting and maintaining up-to-date systems procedures
- Advanced analytical skills
- Demonstrated Project Management skills
- Proven ability to perform effectively in a fast-paced, high-growth, rapidly changing environment
- Experience identifying and implementing process improvements
- Experience with SIP Phones
Preferred Qualification
- 2+ years of PowerShell experience
- 2+ years of Python experience
- 2+ years of PowerBI experience
- Experience with AWS Connect
- Experience with Salesforce Service Cloud Voice
- Experience with NICE Cxone/inContact
- Experience with Session Border Controllers (SBCs)
Zebra is an equal opportunity/affirmative action employer committed to a diverse and broad work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, ancestry, marital status, age, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. If you are an individual with a disability and need assistance in applying for a position, please contact us at workplace.accommodations@zebra.com.
The EEO is the Law poster is available here: https://www.zebra.com/content/dam/zebra/compliance/eeoisthelawposter.pdf. The EEO is the Law poster supplement is available here: https://www.zebra.com/content/dam/zebra/compliance/ginasupplement.pdf. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation
Zebra Total Rewards includes more than just pay and is structured to meet the needs of our changing global business and evolving talent. We are committed to providing our employees with a benefits program that is comprehensive and competitive – including healthcare, wellness, inclusion networks, and continued learning and development offerings. We offer community service days, in addition to the traditional insurances, compensation, parental leave, employee assistance program and paid time off offerings depending on the country where you work.
Salary: USD 89900.00 – USD 134900.00 Yearly
Salary offered will vary depending on your location, job-related skills, knowledge, and experience.
Additionally, all Zebra roles are eligible for cash incentive programs. For example, sales roles have additional opportunity to earn substantial variable compensation tied to quota achievement. In most other roles, the Zebra annual cash incentive program links Company and individual performance together. Some roles may also be eligible for long-term incentive equity awards.