System Engineer

Responsibilities

Work with operational excellence team to establish high-level solution needs and with cross tower teams for technical requirements and implementation; Analyze technical data processing routines and drive solutions that will promote process efficiency and controls across RTC; Operational Excellence strategic initiatives focused on driving a culture of continuous improvements; Accountable for oversight of technical, process, and service deliverables against different risk programs; Responsible for certification of peripherals at our NYC Midtown lab as well as support of complex meeting rooms at our 2 Bryant Park location; Design service management improvement plans and automate tasks to improve services and reduce issues; Expected to proactively identify opportunities to improve manual processes; Accountable for inventory service management processes and improvements; Create methodology to drive adoption and ongoing use of a new service offering; Engagement of other teams to identify and document dependencies; takes ownership of relationship and escalation as required to meet objective; Enable the use of data to drive operational efficiency and effectiveness; Technical knowledge of traditional and IP products as well as services include telephone systems (Avaya, Cisco), voice mail systems (Unity), AVAYA call routing systems, and data communication’s hardware; Experience with interactive voice response (IVR), automatic call distribution (ACD) and computer telephony integration (CTI) technologies; Knowledge of local and wide area networking on multiple platforms, network protocols/routing, network server/host operating systems, IP networking, internet, and intranet technologies; Technical writer with voice and video platform support/engineering expertise; Collaborate with system engineers/architects to understand and clearly document problem management tickets; Experience building prototype for data processes, automation workflows, and visualization dashboards and providing support during build/implementation; Experience in an Agile managed organization using products such as Jira, Kanban, and Confluence; Strong analytical, data analysis, and problem-solving skills; able to handle complex information with accuracy and intense attention to detail; Self-motivated with ability to prioritize, meet deadlines, and manage changing priorities; Experience with business and technical requirements analysis and business workflow development; Partner with department functional teams on the creation and management of SLAs specific to platform serviceability; Assist in creating appropriate measurement, reporting, and monitoring metrics that provide guidance for process improvement and/or training opportunities for internal team; Ability to interact effectively with all levels of customers and leadership; Ability to handle multiple tasks simultaneously and respond under pressure; Interprets diverse requirements into technical Real Time Communications (RTC) solutions framework; Excellent organizational, time and project management skills; able to effectively manage multiple work streams; Strong written and verbal communication skills; Ensure the stability of environment through lifecycle management; Strong knowledge of BMC Remedy ITSM and Service Now; Experience with the appropriate methods and tools (i.e., workshops, process flow, Visio, BPML) to document system designs, data flows and dependencies; Understanding of SQL and writing SQL queries to validate data; Understanding of analysis and project management disciplines, processes, and tools; Experience in monitoring and managing issues, risks and dependencies; Strong reporting skills with a proven ability to manage multiple stakeholders

Requirements

Avaya Call Routing; Voice Infrastructure; BMC Remedy