Senior Voice Network Engineer

Position Summary

The Senior Voice Network Engineer is responsible for overseeing the voice network for JetBlue across both on prem and cloud-based voice platforms. The Senior Voice Network Engineer will be responsible for the architecture of the on prem voice solutions, network design of call traffic for both on prem and cloud-based solutions, security of the varying voice platforms, and carrier call traffic routing. The Senior Voice Network Engineer ensures cohesion between all business units, IT Networking, IT Security, carrier, and varying business partners to support the voice platform.

Essential Responsibilities

• Architect on-prem Avaya systems including system\session manager, AES, and CMS
• Conduct call routing via many modes including SIP, TDM, and VOIP
• Work with the following functions to identify and resolve any issues: Amazon Connect contact center platform; network hardware, internet standards, and protocols; phone system administration, inbound contact center call flows, and outbound dialer functions
• Perform license reconciliation as needed
• Monitor and respond to system errors in a 24/7 environment
• Log database tables to gather information required to resolve problems
• Ensure high reliability and availability in both on prem and cloud-based platforms 
• Provide Level 3/4 support and troubleshooting for resolving platform and crewmember issues
• Ensure JetBlue IT Security policies are implemented across varying voice platforms
• Analyze LAN, WAN, Wireless LANWireless LAN, and WWAN
• Attend meetings for project implementation and provide detailed reporting to IT leadership
• Responsible for telecom expense management review and monitoring, and providing detailed reporting to IT leadership
• Support team with Moves, Adds, and Changes (MAC), capacity planning, change control, and service level agreements (SLA’s)
• Participate in agile project management for sprint development
• Coordinate new location activations and location decommissions
• Oversee change control process and procedures for telecom
• Implement and review telecom security policies and procedures; keep documentation up to date  
• Other duties as assigned

Minimum Experience and Qualifications

• Bachelor’s degree in a related discipline; OR demonstrated capability to perform job responsibilities with a combination of a High School Diploma/GED and at least eight (8) years of previous relevant work experience
• Five (5) years of experience with voice platforms, preferably contact center as a service
• Knowledge of various LAN/WAN technologies (DNS, SMTP, SNMP, BGP, EIGRP, HSRP, Cloud ISPs)
• Architecture experience with on prem Avaya systems including experience with system\session manager, AES, and CMS