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Sr. Telephony Engineer
BrandBest Buy

Best Buy is not only a retailer but also a technology-based company, where technology itself is at the heart of our operation. Our Digital & Technology (D&T) organization is playing an integral role in helping the company define and execute key elements of the business model. Our IT environment is fast-paced and constantly changing to meet the demands of our diverse business offerings. We seek talented, motivated professionals with a sense of adventure, diversity of thought, and the combination of creativity and experience to make a difference and have fun doing it.

We are seeking a Sr. Telephony Engineer to join Best Buy D&T team to design, analyze, plan, build and modify telecommunication systems supporting our advanced voice, contact center and collaboration capabilities. The Sr. Telephony Engineer will help to architect, engineer and build systems that ensure our resources can collaborate with each other and our customers. The work will require detailed engineering of advanced telecom technologies to meet business requirements, then help the entire technologies team implement and realize the value of these investments through industry best practices.

The position will work with Enterprise Architects to conduct network architecture design, feasibility and cost studies applicable to voice communications, contact center and collaboration technologies. It will require the ability to develop alternative scenarios and approaches to help differentiate the value and availability of the technologies against the cost of implementing and maintaining them. Conduct forecasting exercises and capacity analysis to foresee future design changes related and necessary to call routing traffic, collaboration & feature usage. Conducts project planning, cost analysis and vendor comparisons when researching new capabilities. The engineer will work with external third parties and service providers to both implement and support telecom technologies.

Key Responsibilities:
  • Provide level 3/level 4 escalated support for business-critical systems and work closely with manufacturers to resolve issues, implement feature enhancements and monitoring tools to measure performance of the systems.
  • Perform complex incident and change management activities.
  • Provides guidance to administrators of telecom systems in both using and resolving technical issues quickly.
  • Create and update/maintain standard operating procedures, technology processes and procedures.
  • Create the blueprints for more complex technology implementation and ensures implementations are done in accordance to the standard builds and will create and maintain checklists that will be used for transition to production.
  • Work closely with business partners and assist in the development of requirements, business cases and cost estimates for technology implementation.
  • Proactively meet with vendors to develop best practice implementation blueprints.
  • Keep abreast of vendor technology roadmaps. Anticipates, promotes and drives technical uplift initiatives (upgrades, re-platform, etc.)
  • Provide coaching and work direction to more junior engineers and administrators.
Basic/Minimum Qualifications:
  • 7+ years of experience as a Telephony Engineer
  • 5+ years of experience deploying, engineering and operating Cisco UCM and its ancillary equipment, with a clear understanding of the Unified Communications capabilities provided by this technology (ex: Jabber, Telepresence)
  • 4+ years of network experience in support of Voice Over IP infrastructure
  • Experience deploying, engineering and operating Cisco Contact Center systems in a role supporting infrastructure components & services running on Central Controllers, Peripheral Gateways, Voice/VXML gateways, Cisco Voice Portal, IPIVR etc.
  • UCCE and UCCX configuration and scripting experience
  • Experience in a SIP based telecommunications network
  • Experience with Session Border Controllers and ITSP’s
Preferred Qualifications
  • Understand network transport technologies (PSTN, MPLS, Access Mechanisms, etc.)
  • Experience configuring and supporting Oracle/Acme Session Border Controllers
  • Knowledge of contact center reporting and/or SQL programming
  • Knowledge of contact center integrations between Cisco UCCE and ancillary equipment including: call recording and workforce management systems
  • Experience configuring and supporting Calabrio call recording, quality monitoring, reporting and speech analytics
  • Software development experience, skills that support Computer Telephony Integration API’s, Customer Relationship Management integrations and/or Cisco Voice Portal IVR development
  • Experience working in an outsourced environment, the ability to drive designs and operational expectations thru contractual relationships
  • Strong business relationship skills
  • Experience with Microsoft Teams
  • Active CCNP Voice or CCNP Collaboration
  • A Bachelor's degree or equivalent years’ experience with specific technologies noted.

Auto Req. ID741292BR
Employment CategoryDigital & Information Technology
Job LevelIndividual Contributor
Location Number940660-105-End User
Address7601 Penn Avenue South


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