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Principal-System Engineer

DIRECTV

This is a Full-time position in Dallas, TX posted March 16, 2022.

DirecTV seeking a Principal System Engineer for our Contact Center Technology team reporting to the Director of IVR and Contact Center Technology. This position plays an integral role in developing the next generation voice and omni-channel customer experience. As the System Engineer you will be responsible for understanding business needs and priorities at a tactical and a strategic level, turning these into world-class, fully integrated Omnichannel solutions that will help DirecTV meet its cost savings targets and customer satisfaction objectives.

The ideal candidate will have big ideas and strategies that foster an environment of collaboration and creativity. This role is ideal for someone with an entrepreneurial mindset and real-world experience distilling business value and goals into roadmaps for effortless customer experience and increased NPS.

Objectives of this role:

  • Responsible for managing technical relationship with business units; evaluating requests and recommending priorities for both operational needs and project engagements.
  • Technical Lead for all Contact Center/Telecommunications project migrations, enhancements, including on prem contact centers, Home Agent solutions, overflow outsourced options, and call flow solutions.
  • Responsible for the design, migration, implementation of Call Routing, Contact Center Skill layout, CTI Screen Pop, Network Connectivity Design
  • Qualifications:

    • Minimum 8+ years of IT Infrastructure experience managing, operating, and supporting Contact Center voice network solutions included VoIP, IP Flex, IP Toll Free
    • Minimum 8+ years of experience with call components like CTI, routing engines, and Interactive Voice Response (IVR)
    • Well versed in multi-channel technologies and telephony platforms
    • Experience with one or more of the following: Avaya Communications Manager, Session Manager, Genesys, Cisco UCCE, Sonus SBC’s, VMWare
    • Strong knowledge of session management protocols such as SIP or H.323
    • Public and private cloud solution experience
    • Experience planning and coordinating contact center migrations
    • Required Qualifications
  • Bachelor’s degree in Computer Science, Telecommunications, Electrical Engineering or related field
  • 8-10 years related technical architect experience
  • Proficient in engineering cost estimates and economic analyses and models
  • Knowledge of wireless technologies standards and protocols (3GPP, Wi-Fi, WiMax, antennas, amplifiers, base stations, propagation, interference, spectrum)
  • Proficient in voice, video, and app technologies/protocols (circuit, VoIP, SIP, IMS, AIN, Camel, etc.)
  • Proficient in network and system architecture (subsystems, interfaces, hw/sw dependencies).
  • Proficient in message and conference systems and networks (multiple media, notification, presence, unified communications, video).
  • Knowledge in Network Management, Tools and Protocols (Configuration, IP network Address Management, Perf, Mgmt).
  • Understands Virtualization, Storage and Content Delivery Networks (Cloud, CDM, Grid, SAN).
  • Proficient in specifying and evaluating architecture requirements for RFXs.
Desired Qualifications
  • Enterprise wide deployment planning and support for mission critical applications for major releases, both business and infrastructure related
  • Develops technical documentation on applications and systems
  • Ability to work with technical and business-oriented teams

AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws


Job Posting: Feb 9, 2022, 11:10:18 PM
Other Locations: New Jersey-BEDMINSTER
Schedule: Full-time
Job Level: Senior Associate/Second Level Manager

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