SR Telecom Systems Engineer in Denver at Startek

Date Posted: 2/17/2018

Job Snapshot

Job Description

Do Right [mantra| doing the right thing, for the right reason, even when no one is watching]. We all have hundreds of opportunities a day to do the right thing. Doing right means being honest, working with integrity and playing by the rules. We expect our team of Brand Warriors to do the right thing for themselves, for their teammates, for the company, and more importantly, for the clients and customers we serve!

Improve [verb| you're responsible for growing the team too]
. At STARTEK, we’re always looking for great people to join our team. By continually trying to improve our teams, bringing in highly talented individuals who are genuine and passionate about delivering a superior customer service experience, and by holding each other accountable, WE, together, make STARTEK a great place to work!

Empathize [verb| showing the ability to understand and relate to the feelings, thoughts or attitudes of other people]. At STARTEK we strive to provide the very best experience, with every customer interaction, every time. We want our Brand Warriors to have a genuine, honest conversation, be it by chat, email, phone - within every interaction throughout each day.

Take Ownership [verb| owning our success, actions and opportunities to improve]. Each of us have creative ideas and play a BIG role on our teams! We go the extra mile to achieve our goals. When we’re wrong we say so. When we’re right we celebrate as a FAMILY. We challenge ourselves to be better than we were yesterday because our clients and their customers deserve OUR BEST at ALL times.

Bring It [verb| what we expect from an employee of STARTEK]. You are a Brand Warrior, dedicated to providing superior customer service. You are willing to show up to work each and every day with a positive attitude and a Warrior spirit; fighting for our clients’ brands and for STARTEK.

Perks [noun| the good stuff you get for working hard]. STARTEK has three medical plans to choose from along with life, dental and vision insurance. We have a 401K program with a company match; and offer a discounted employee stock purchasing plan for our Brand Warriors to participate in. We offer a variety of employee discounts, from cell phones, to movie tickets, to travel, to local discounts, and more!

Job Requirements

Qualifications [the legal stuff| how you know if you meet the minimum requirements]. STARTEK employs brand warriors with a wide range of ages, experiences, and backgrounds. We do have a few minimum qualifications though:

*This is a virtual role.

Position Summary:  Responsible for performing activities related to day-to-day administration and maintenance of Telecommunications server. Telecom Systems Administrator handles installations, upgrades, backups, and configuration and confers with appropriate managers regarding troubleshooting and capabilities of Teleservices operations.

I3 Subject Matter Expert - at least five years of I3 experience required.

Manages and maintains Telecommunications server:

▪ Adds, modifies, and deletes ACD/PBX/Voice Mail user accounts to existing groups or super groups. Designs ACD/PBX layouts for integration with new clients or changing clients’ needs.
▪ Resolves minor telecom and ACD/PBX/Voice Mail issues.  
▪ Monitors, resolves and analyzes telecom circuit issues using test equipment and other related tools. 
▪ Adds, modifies, deletes, documents and maintains local circuit issues using test equipment and other related tools. 
▪ Performs local maintenance tasks on telecom equipment. 
▪ Architect, maintain and manage multiple PBX systems and make recommendations to improve systems. Ensure changes in applications have desired effects and monitor progress of implementing changes. ▪ Manage call center changes, such as agents, VDN, and vectoring supporting applications. 
▪ Implement call center VoIP infrastructure for remote offices and centers. ▪ Analyzes voice traffic patterns, circuit utilization, and recommends optimizations.
Acts as the client and SRT point of contact for all Cisco UCCE, Virtual Hold, VOIP network, and PBX change requests and maintenance items. ▪ Manages vendor trouble ticket issuance process for outage resolution for all Cisco UCCE, Virtual Hold, VOIP network, and PBX components. ▪ Manages vendor relationship for all planned and ad hoc network build out and deployment. Responsible for requirements sign off and proposal delivery as it relates to the VOIP platform. ▪ Configures, deploys, maintains and troubleshoots Cisco Unified Contact Center Enterprise Platform (UCCE). ▪ Configures, deploys, maintains and troubleshoots SRT Virtual Hold Platform (UCCE).

Confers with data processing and project managers to obtain information on limitations and capabilities of existing system for data processing projects and projected work load. ▪ Evaluates factors such as number of departments serviced by data processing equipment, required reporting formats, volume of transactions, time requirements and cost constraints, and need for security and access restrictions to determine hardware configurations.

Analyzes information to determine, recommend, and plan layout for type of computers and peripheral equipment, or modifications to existing equipment and system that will provide capability for proposed project or work load, efficient operation, and effective use of allotted space.

Enters data into computer terminal to store, retrieve, and manipulate data for analysis of system capabilities and requirements. ▪ Specifies power supply requirements and configuration. ▪ Recommends purchase of equipment to control dust, temperature, and humidity in area of system installation. ▪ Trains users to use new or modified equipment ▪ Monitors functioning of equipment to ensure system operates in conformance with specification.

Years of experience: 5-8

Other position Considerations:
➢ Travel may be required to attend work related meetings and training sessions.
➢ May be required to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects. Incumbent must be able to support operations which are opened weekends and evenings. All employees must be willing to work all shifts, overtime, holidays and emergency shifts as required.
➢ Able to maintain a regular work schedule to meet the needs of the business.
➢ Required to read and follow all company policies and procedures. ➢ Support and model the company values.
➢ 24/7 On-call requirement, alternating weeks.

“STARTEK is an Equal Opportunity Employer”