Job Summary:

“We create happiness.” That’s our motto at Walt Disney Parks and Resorts and it permeates everything we do. At Disney, you’ll help encourage that magic by enabling our teams to push the limits of entertainment and build the never-before-seen! Are you ready to join this team and make your impact?

Telecommunications Engineer – Shoreside Systems

The Telephony Engineer serves as technical support provider, subject matter expert and system administrator for on premise and cloud telecommunications systems, servers, solutions, applications, and interfaces for Disney Cruise Line, Adventures by Disney and National Geographic Expeditions business units located worldwide, including thousands of users/stations in contact centers, administrative areas, warehouse/island operations, home/remote ports, and international offices. This role requires an understanding of contact center solutions, telephony systems and end-user support.

This position is based in Celebration, Florida

You Will:

• Provide technical support, administration, configuration, and optimization of telecommunications systems and services for global operations and contact centers

• Perform tier 1 troubleshooting and support for Genesys contact center, Avaya CM, adjunct systems and solutions on premise and in hosted environments; including but not limited to, major PBX alarms, hardware/software problems, application, wiring, carrier and network issues. Analyze, diagnose, and utilize all available tools to identify and resolve problems

• Support SBC and SIP-From-Carrier solutions and perform tier 1 troubleshooting

• Understand and utilize network monitoring tools to perform tier 1 troubleshooting of circuit or carrier provider issues

• Maintain communication with management and business leaders on all issues, including critical and widespread outages

• Administer system and application databases for supported businesses; run queries compile and disseminate data as requested by users; define and validate user data to ensure data quality and the alignment with established data logic/naming conventions

• Run user data in contact center hosted solutions to ensure an accurate accounting of all licensing assignments is consistently maintained based on annual commitments

• Collaborate with vendors, service providers and internal partners to ensure optimal operation of all systems and services to prevent the loss of business critical functionality; thereby avoiding any interruption or slowdown of business processes or loss of revenue

• Provision and lead services for moves, adds, changes and disconnects according to specifications, standards, and procedures, ensuring no (or minimal) backlog of requests; provide timely, accurate, efficient, and professional service to users and stakeholders

• Open, handle and close service request tickets for support activities

• Maintain SMS applications, inclusive of updating messaging and database information

• Develop and maintain SOGs and other documentation related procedures, processes and end user training

• Provide end user training relative to on premise and cloud telephone solutions, headsets, systems, features, functionality, and usage on an as needed basis

• Protect the integrity and confidentiality of all systems and data contained therein; complete all system safety and security audits and tests as scheduled and adhere to established protocols

• Perform daily/weekly/monthly tasks, procedures, and backups of supported systems and equipment; validate functionality, identify inconsistencies or problems, and recommend solutions needed for problem resolution

• Perform necessary quality tests to ensure integrity of equipment, software, applications, and systems for all enhancements and implementations

• Maintain cross connect wiring in telephone equipment room and sub-closets in all supported buildings

• Maintain and update telecommunication circuit inventory records and circuit documentation

• Maintain a current and thorough knowledge of supported hardware and software, technologies from cable to cloud, wiring, and diverse telecommunications services, as well as, business and application functionality to effectively service and support business and end user needs

• Learn and master configurations, administration, and end user interfaces of new hardware, software, applications, and services

• Provide rotating 24x7 on-call technical support

You Will Have:

•  3+ years’ experience in telecommunications/contact center technology and technical support or equivalent

•  1+ year experience working with Genesys Cloud CX solutions supporting voice, chat and email interactions

• Demonstrated strong analytical, organizational, and decision making skills

• Demonstrated exceptional interpersonal relations skills with the ability to foster and maintain effectual relationships with stakeholders and users

• Proven technical support provider with a strong passion for delivering service excellence

• Validated ability to read and interpret technical documents such as installation manuals, safety rules, operating and maintenance instructions, and procedure manuals

• Demonstrated proficiency with a variety of PC platforms and on-line systems

• Demonstrated ability to analyze and troubleshoot simple contact flows

• Demonstrated technical knowledge of telecommunications and contact center systems, services (voice, data and mobility), applications and operations

• Excellent oral and written communication skills

• Demonstrable ability to be a self-starter with minimal supervision and follow-up

• Proven ability to work well in a fast paced environment by prioritizing workload based on vitality and consistently meeting deadlines

• Proven strong organizational and time management skills to handle multiple tasks simultaneously with attention to detail and accuracy

• Proven effective team player with the ability to work successfully with all levels of cast members

• Ability to work flexible hours, including weekends, nights and holidays

Required Education:

• Associate’s degree in Telecommunications, related technology field or equivalent

Preferred Qualifications

• Previous experience working with Avaya CM and adjunct systems

• Demonstrable understanding of VoIP, TCP/IP protocols, call flows and telecommunication standards

Preferred Education

• Bachelor’s degree in Telecommunications, Computer Science, Engineering or related technology field

Additional Information

Benefits and Perks: Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities, and special extras that only Disney can provide. Learn more about our benefits and perks at https://jobs.disneycareers.com/benefits.

About The Walt Disney Company

Walt Disney Parks and Resorts U.S., Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other basis prohibited by federal, state or local law. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

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