Sr Telephony Infrastructure Engineer

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Job Description:

As a Senior Telephony Infrastructure Engineer, you will be responsible for designing and supporting telephony infrastructure across 70+ domestic and international locations, serving thousands of users and stations. You will leverage your expertise in Avaya telephony programming, troubleshooting, and network infrastructure to ensure smooth operations. In this role, you will manage large-scale projects, including equipment upgrades, new location setups, and the integration of new technologies. Additionally, you will coordinate with cross-functional teams to ensure the successful completion of these projects.

You will report to the Manager, Telecommunications.

You Will:

As a Senior Telephony Infrastructure Engineer, you will be involved in the following key activities:

• Telecommunications Support: Oversee Disney Central telecommunications technology, including Avaya hardware, configuration, and carrier and network services (e.g., Oracle and Avaya Session Border Controllers).
• Troubleshooting and Support: Diagnose and resolve issues related to PBX, adjunct alarms, hardware, network, carrier problems, and wiring for Level 3 support.
• Vendor Management: Lead vendor relationships, including carrier management, and collaborate effectively with business partners.
• Project Leadership: Manage projects involving upgrades, new solution installations, and maintenance of existing applications.
• Cloud Integration: Demonstrate expertise in interfacing with cloud providers, managing service integrations, and ensuring seamless communication between on-premise systems and cloud environments (SaaS, PaaS, CCaS).
• Network Configuration: Work closely with network and security teams to configure ACLs, firewalls, load balancers, and routing to optimize telephony infrastructure.
• Compliance Leadership: Lead PCI and ITIL compliance initiatives, including infrastructure updates and documentation to meet Disney’s security and audit standards.
• Avaya System Management: Perform MAC (Move, Add, Change) tasks and configuration within Avaya System/Session Managers. Understand SIP-based routing solutions, both from carriers and internal trunking.
• Network Monitoring: Utilize network monitoring tools and demonstrate expertise in routing, ACLs, and firewall configurations to ensure optimal performance. Perform MAC work and tackle issues with an understanding of Avaya routing from the SBC and Session Managers, including SIP, dial plan design, ARS, and AAR routing.

You Will Have:

Here is what you need to be successful at this job:

• Independent Decision-Making: Ability to work independently and make informed decisions when engaging with vendors and partners while keeping leadership informed of key developments.
• Telecom Expertise: Solid understanding of telecom (voice) and data networking, especially in relation to multi-location contact centers.
• Technical Expertise: Extensive experience with data networking technologies, including firewalls, gateways, routers, switches, load balancers, and LAN/WAN technologies.
• VoIP Experience: Minimum of 2 years’ experience working with VoIP systems in a contact center environment.
• Avaya Proficiency: Demonstrated expertise with Media Gateways, Media Servers, CMS, ASA, AES, System Manager, and Session Manager.
• Travel Flexibility: Ability to travel, including overnight and international trips, as needed for project needs and support

Required Education:

A Bachelor's Degree or equivalent work experience

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