The Network Services Voice Architect will work within Network Services Team organization, focusing on global Voice architecture, standardization, and emerging technologies. The candidate will be expected to support Network Services Voice portfolio, and work in a cross-organizational setting to ratify services and use-cases across the global enterprise. This candidate must demonstrate industry telecom and voice knowledge. The candidate will be required to develop reference architectures, support existing standards through a comprehensive review process, and develop standards based upon business requirements. In addition, the candidate should have a strong background in: IP based Voice Services in a TEAMs environment, Genesys Call Center knowledge, and Central SIP environments with geo-redundancy and a wide knowledge of number management with carrier knowledge.
About the role
We want to hear from you today if you can:
SBC design, configuration, and operation (Acme Packet, Oracle).
Manage projects independently with limited supervision.
Serve as a subject matter expert.
Diagnose complex technical issues.
Lead Troubleshooting calls as escalation point for Voice.
Work with external vendors at all levels.
Work with internal product team at all levels.
Assist in provisioning of all voice related services.
Lead the life cycle management process for Voice.
Identify and recommend new technology and value to the organization.
Research technical concepts and educate other team members as needed.
Present research / proposed projects to IT management.
Lead technology evaluations.
Provide expertise on application integration, design, security, reliability.
Collaboration with other design teams within IT.
Demonstrate a high aptitude for business understanding and proactive application of technical solutions to business challenges.
Develop quality documentation of technical processes and procedures.
Document all ticket and project work.
Track and complete assigned IT projects.
Complete tasks in a timely and quality fashion.
Adhere to implementation, quality control, and change control standards.
Keep IT management apprised of risks to project success.
Lead both simple to complex projects start to finish with proper documentation as required (SOW’s & As build Visio diagrams).
Evaluate, design, consult, and maintain technical and complex aspects of the existing and proposed voice telecommunication systems that will reside in the cloud.
Designs, oversee implementation, engage with internal teams and contractors.
Prepare status reports, and maintain highly advanced Voice strategies to meet a broad spectrum of business needs.
Support the user community (via ticketing systems), and provide recommendations.
Manage the designs and implementation of voice-based solutions or modifications for the Enterprise
Operate as a Level 2-3 Voice Engineer as required.
Oversee the operation aspects of Voice based systems with vendors and managed service providers.
Manages relationships between telecommunications carriers, vendors, managed services, and users.
Establish and communicate objectives and direction for projects.
Manage project schedules, BOMs, costs, and configurations.
Conduct user training as required.
Oversee the efforts of contract staff or managed services.
Manage and support Call Center solutions.
Vendor based number management for 1800’s and DID/DOD (Example AT&T’s Route-IT, Verizon).
Prepare Changes controls, Purchase Request, Produce BOM, order circuits, and MAC for Voice services.
Creates and maintains detailed project plans, scopes of work, diagrams, and other technical documentation of the enterprise voice network.
Provide timely project status updates to customers, project managers, and management.
Participate in the ongoing support and maintenance of existing voice infrastructure.
Perform complex problem isolation within the voice infrastructure and Voice services
Expected to be available 24X7X365 as required to maintain the enterprise infrastructure.
Participate in an enterprise infrastructure On-call rotation.
Participate in an advisory role with other IT and Business based groups as it relates to Voice.
Develop and recommend strategies for growth, direction, and other enhancements by maximizing functionality of voice infrastructure.
Develop operational knowledge of voice-based tools that support the enterprise voice network environments worldwide.
Additional duties as assigned by the Network Services Leadership Team.
Please note: The job can only be performed in the State locations listed: Houston/Austin/Dallas, TX and Remote-TX.
Bachelor's degree in Information Technology preferred or related work experience
12+ years of experience working with enterprise IP based voice solutions with call center technologies.
5+ years of experience working as a Voice or Solution Architect in an enterprise network within the financial sector preferred.
Demonstrate expertise in designing and maintaining complex Voice enterprise environments.
Knowledge of VoIP protocols, including SIP operating in a Global capacity.
Understanding of LAN, WAN, QOS, Security, and DataCenter related operations and configurations.
Working knowledge of Voice Tools to support Voice Environment.
Knowledge and experience in other Voice Technology’s, Telecom number Routing (RouteIt), Telecom portals, number management, Recording (Nice), Cloud based Voice, QOS, Tools, SBC’s, Trunking, Voice security, SIP, API, App interoperability, and automation.
TEAMs – Call Manager
Genesys Call Center technologies – Cloud based
Trading Voice solutions – Turrets
Session Border Controllers (Oracle/Acme)
Enterprise VOIP implementations
Call path and routing
Evaluate CDR logs and produce reports
Program IVR / ACD / CTI / Call Routing / Call Vectors / Dial Plan / etc.
Voice Solutions and there interoperability with other applications or solutions
Voice monitoring Tools
Circuit ordering / RFC / 1800 Management / DID/DOD, etc.
Maintain Documentation & Flow Process
SIP Trunk routing & manipulations
SIP Trunking technologies from Telecommunication providers.
Complete understanding of QOS and tagging parameters
Strong understanding of the LAN, WAN, SDWAN, Wireless, operations in a Global environment.
Experience in a large enterprise environments (> 5000 voice handsets)
Participate in after-hours on-call support
Participate in after-hours maintenance
Microsoft Exchange, Office365, Microsoft Active Directory, DNS, DHCP, TFTP
Infrastructure and application oversight and ownership (OS, firmware, security)
knowledge of communication protocols (e.g., H.323, SIP, H.248, QoS, COS, etc.)
knowledge of communication signaling and compressions (e.g., domestic and international PRI (T1/E1), Analog, SIP, G.711, G.729, G.722, iLBC, etc.)
Global dial plan development and administration
Ability to provide global coverage
24x7x365 on-call support based
Possess a high degree of professionalism, customer service, and dependable.
Ability to apply a comprehensive and in-depth knowledge of technical concepts, practices and procedures.
Solid written and verbal communication.
Must present exceptional leadership, problem solving, decision making, and time management skills.
Corebridge Financial helps people make some of the most meaningful decisions they’re ever going to make. We help them plan and take action to protect the future they envision, and respond to some of life’s most difficult moments through the solutions and services we provide. We do this through our broad portfolio of life insurance, retirement and institutional products, offered through an extensive, multichannel distribution network. We provide solutions for a brighter future through our client centered service, breadth of product expertise, deep distribution relationships, and outstanding team of hardworking and passionate employees.