PenFed is hiring a Telecommunication/Voice Engineer in Chantilly, VA. The primary purpose of this job is to complete organization goals by accepting ownership for achieving new and different requests, exploring opportunities to add value to job accomplishments. The voice engineer will function with a great deal of latitude for independent action and exercise of judgment and is responsible for the development, customization and maintenance of the credit union’s voice infrastructure. The incumbent must have in-depth knowledge of Avaya and Cisco systems and be able to leverage the systems to enable outstanding member service in a cost efficient manner.Essential Functions
Provide leadership in managing the day-to-day telecom requirements of the credit union by assisting in the development of telecom analysts.
Continue to enhance technical knowledge and capabilities to increase understanding of the following systems and applications: Communication Manager, Proactive Contact System, TCP/IP, VoIP, Voice Portal, AES, CTI, CentreVu Supervisor and Terminal Emulator, Vector Routing and Best Service Routing, Voice Mail, IVR/VRU, Route It, eCAS, Windows O/S and applications, and Unix O/S.
Provide mentoring and leadership to less experienced members of the voice team
Perform third party product evaluations and provide recommendations
Perform systems troubleshooting and incident management for supported systems and applications. Understand business impact and escalate as needed. Provide recommendations that can be quickly implemented to correct the problem
Evaluate new technologies and products to determine feasibility and desirability of incorporating into PenFed’s environment
Create documentation as needed for supported systems and applications
Participate in system and capacity monitoring, inventory control and report generation
Work closely with business units to ensure their telecom needs are being met and that they have the right telecom services available to them to excel at their work
Conduct cost/benefit analyses to determine the viability of various systems configuration approaches. Provide input to budget process.
Must be able to work multiple projects concurrently and shift priorities as needed to meet business requirements and deadlines
Work closely with IT technical staff to ensure changes are implemented according to required business and IT technical specifications and that procedures are followed for all production system changes
On call responsibilities include non-standard work hours as this position will periodically be on call 7X24
Ability to work under aggressive timelines and to work in a collaborative environment
Bachelor’s degree and/or a combination of education and work experience that provide the necessary skills and knowledge to satisfactorily perform the essential job functions
A minimum of 5 experience with telecom hardware, software and related technologies required.
3 or more years of practical, hands-on programming experience with telecom systems
Practical, in-depth experience working with:
Avaya PBX systems including AAR/ARS and trunk administration
Complex telecom network design and numbering plans for multiple locations
Call center configurations including VDNs and Vectors
Computer Telephony Integration (CTI)
AT&T Route-IT and Voice Services
Complex call center configurations
One X Agent/One X Communicator
Intuity/Audix Voice Mail Systems
Mobile devices – iPhone/Cell Phone
Secure Access Link (SAL)
Bending, Stretching or Reaching
Talking on the phone, person-to-person & in group
xHearing on the phone, person-to-person & in group
xVision for near, mid-range, far, peripheral, depth and color
xUse of computer
xUse of telephone
xUse of office equipment
xPushing/pulling/lifting/ carrying from 5 to 50 lbs.
Founded in 1935, and still growing, we began as the War Department Federal Credit Union. Today, PenFed is one of the country’s strongest and most stable financial institutions with over 1.5 million members and over $21 billion in assets. We serve members in all 50 states and the District of Columbia, as well as on military bases in Guam, Puerto Rico and Okinawa.
Our mission isn’t simply to help our members get by. We exist to help them realize every ounce of their potential. We exist to educate, and to encourage. We exist to usher their dreams into the land of reality.
We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more.
PenFed is an Equal Opportunity EmployerPenFed will maintain and observe personnel policies which will prohibit discrimination or harassment against a person because of race, color, creed, age, sex, gender, religion, national origin, ancestry, genetic information, military or veteran status or obligation, the presence of a physical and/or mental disability and all other statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 703-838-1568.