We are looking for talented people who are committed to achieving excellence and will help us to continue to be a world-class provider of outsourced contact center solutions for our clients. The Network Engineer will be responsible for overall operational excellence meeting goals for Network Uptime SLAs.
Responsibilities and Duties
Collaborate with executive management to provide technical support to the development of the infrastructure systems and services.
Provide support to the existing LAN/WAN network environment and plan and implement new technologies, such as routers, switches, and wireless infrastructure
Maintain and integrate session boarder controllers with company and client needs
Ensure data backup is happening and processes and practices for recovery are in place
Maintains an up-to-date knowledge of current trends and practices in the data and
telecommunications fields
Regular review of departmental processes to execute process improvement opportunities
Provides disaster recovery planning and emergency operations support for network and
telecommunications
Work with Client Services team to ensure client needs are met
Onboard new clients to help the business meet sales objectives
Review outside vendors
Required Knowledge and Skills
More than 10 years of experience in IT including client/server, networks, project management, disaster recovery, information systems and hardware.
Knowledgeable in Cisco and Fortinet switches and routers
Knowledgeable with network edge equipment including firewalls and edge routing technologies such as SDWAN
Knowledgeable in SIP, VoIP, and other telephony protocols
Reporting Structure
Direct Manager: VP, Network Infrastructure
Education/Experience
Bachelor's degree or equivalent work experience
Cisco and Fortinet Career Certifications strongly preferred
10+ years IT experience, preferably in a call center environment
5+ years of direct experience in maintaining large scale networks
Management of blended call centers
Balanced management style of people, process and supporting positive work culture
Relentless focus on exceptional customer experience for each of OneSource's clients
Metrics/benchmarking
Processes and procedures
