Voice Engineer
- Employer
- Allstate Insurance Company
- Location
- Charlotte, North Carolina
- Salary
- Not Specified
- Closing date
- Aug 26, 2019
View more
- Category
- IT
- Job Type
- Not Specified
- Career Level
- Not Specified
Job Details
Where good people build rewarding careers.
Think that working in the insurance field cant be exciting, rewarding and challenging? Think again. Youll help us reinvent protection and retirement to improve customers lives. Well help you make an impact with our training and mentoring offerings. Here, youll have the opportunity to expand and apply your skills in ways you never thought possible. And youll have fun doing it. Join a company of individuals with hopes, plans and passions, all using and developing our talents for good, at work and in life.
Job Description
The Voice Engineer (VE) will be part of the Allstate Roadside Services (ARS) Telecom team. The Voice Engineer (VE) is responsible for researching, designing, building, testing, deploying, analyzing, administering, and maintaining the ARS Voice environment, including hardware and software components, to meet current and future business needs. This includes enabling real-time and historical monitoring ensuring optimal performance of the ARS communications environment and associated technology components while providing critical voice services to the business and customer base.
The VE manages problem resolution, plans efforts around research, designs new solutions while maintaining the existing communications hardware and software technology components. The VE will utilize enterprise proven platforms & infrastructure while having scripting knowledge and developer skills to design complex call flows and related on specific hardware and software. The role will require documentation skills and the ability to present solutions, findings to management as well as training of staff. As part of the Telecom team the VE will review and ensure updates are made to the associated applications while aligned with Voice Technology Architectural and Support standards.
The VE will be well versed and possess knowledge specific to enterprise voice technologies including VoIP, Enhanced Call Routing, CTI, IVR, Call Recording and Analytics, WFM, TDM/VoIP/SIP Trunking, PBX hardware, and Voice Technology Management tools and systems. S/he will also have some knowledge of industry trends in voice technology and have an understanding of the interaction between voice and other technologies including Network, Windows, Storage, UNIX, SQL, Oracle, Citrix, and VMWare. The VE Lead understands voice technology standards, and is able to apply them in supporting the business needs within the Allstate environment.
Key Responsibilities
- Support the team by providing a high-level of engineering experience in both critical situations and day-to-day operations.
- Leverage a high level of knowledge with all voice infrastructure components, how they interact as well as how they relate to other services and platforms provided by Allstate.
- Applies knowledge of contact center operational dynamics specific to design and the implementation of Voice Infrastructure, including but not limited to ACD, CTI, IVR and Session Manager Routing utilizing industry solutions to solve business related issues.
- Design and develop new solutions to service the business while offering input around the network infrastructure to ensure optimal communications.
- Design and Implement Avaya IP Telephony infrastructure and functional solutions by translating business requirements into project plans through implementation of Avaya IP Telephony solutions including Avaya Communications Manager, Avaya Session Manager, Gateways, Avaya Experience Portal, Application Enablement Services and Avaya Interaction Center.
- Develop requirements, engineer and manage all phases of a project including design, implementation and support as well as extensive troubleshooting of systems along with coaching junior support staff.
- Participates, as a key member of the Telecommunications team, in the design, installation, configuration, troubleshooting, and monitoring of core services surrounding VoIP, QOS, COS, VLANs, SBCs and SIP Carrier Services.
- Provide support and leadership for customer issues, coordinate third party vendor management, including cross communications with internal groups to ensure solutions are designed with utmost care.
- Prepares documentation that supports training and user operation for clients detailing configuration of proposed and deployed solutions.
- Actively participate in required implementation and support situations (on-call, including nights and weekends).
Job Qualifications
Education:
College degree or equivalent work experience;
Requirements:
3+ years of experience Designing and Implementing Avaya IP Telephony infrastructure with specific attention given to and around Contact Centers
Experience with some or all of the following: Avaya Communications Manager, Avaya Session Manager, Avaya Gateways, Avaya Experience Portal, Application Enablement Services and Avaya Interaction Center.
Experience with VoIP (Voice Over Internet Protocol), clear understanding of QOS (Quality of Service), COS (Class Of Service) VLANs (Virtual Local Area Network), SBCs (Session Border Controller) and SIP (Session Initiated Protocol) Carrier Services.
Technology Certifications Preferred
- Avaya AEP
- SBC
- ACE (Avaya Certified Expert)
- Agile
The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.
Good Work. Good Life. Good Hands.
As a Fortune 100 company and industry leader, we provide a competitive salary but thats just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, youll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy.
Learn more about life at Allstate. Connect with us on Twitter, Facebook, Instagram and LinkedIn or watch a video.
Allstate generally does not sponsor individuals for employment-based visas for this position.
Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.
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Company
- Website
- https://www.allstate.com/
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