Senior Telecom Engineer

Location: London, England, United Kingdom

Department: Information Technology

Why Verifone

For more than 30 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide.

Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third party partners to invent and deliver innovative payments solution around the world. We strive for excellence in our products and services, and are obsessed with customer happiness. Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit. Whether it’s developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors. It is this passion for innovation that drives each one of our employees for personal and professional success.

Verifone is proudly an in-office work culture as we see immense benefits to career development and business results from our colleagues being physically co-located.

What's exciting about the role

We seek a resourceful Sr. Telecom Engineer to support Verifone’s Global Enterprise Telecommunications systems, Five9, and assist with current administration and maintenance of this cloud technology.   

The ideal candidate will have previous experience in supporting a complex global telephony and call center environment with proven ability to ensure high levels of availability. Knowledge and experience with Five 9 CCaaS and MS Teams phones a plus. 

Must have a customer service frame of mind, enjoy working in a fast paced, team-oriented environment, and have good organizational and communication skills.    Self-motivated, flexible, and willing to work under pressure is key to this role. Planned off-hours and weekend support are periodically required.

Specific duties and responsibilities include, but not limited to:

• Responsible for daily operations and performance of the cloud Five9 telephony system.

• Work with a team of engineers building, configuring, implementing, and supporting the move from on-prem to CCaaS and UC telephony solutions across Verifone’s global enterprise. 

• Troubleshooting all aspects of call center and telephony - call routing, recording, delivery issues and carrier ISDN and SIP services.

• Ability to participate in cross-functional teams and ability to work effectively in a geographically dispersed team.

• Prepare and maintain documentation of Global Telephony environment.

• Research, evaluate and integrate new technologies to improve performance, efficiency, and reliability of telephony infrastructure.

• Collaborate with internal customers in order to analyze their business requirements and offer comprehensive solutions utilizing current and potential voice technologies.​

• Assist in management of vendors in order to facilitate the purchase of telecommunications products and service, and technical support services.

• Assist with the support of video conferencing systems.

• Assist with miscellaneous legacy voice systems as needed.

Skills and Experience we desire

• Relevant Bachelor’s degree or equivalent experience.

• 5+ years professional experience in IT Telecom and Contact Centers.

• Experience operating large, high-availability, redundant telecom system.

• Experience and knowledge implementing SIP and SBC technology.

• Strong working knowledge of all Contact Center technologies including Verint QM and WFM solutions.

• Skilled in telecom planning, project planning, system installations.

• Advanced troubleshooting and diagnostic skills.

• Excellent communication and customer service skills with a natural aptitude for dealing with people.

• Excellent time management skills, must be capable of multi-tasking in a high workload environment.

• Experience with migration from on-prem systems to MS Teams UC and Five9 CCaaS a plus.  

Our commitment

Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.