Company

Cox Communications, Inc.

Job Family Group

Engineering / Product Development

Job Profile

Sr Software Engineer

Management Level

Individual Contributor

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

No

Work Shift

Day

Compensation

Compensation includes a base salary of $99,000.00 - $165,000.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

As a Senior Software Engineer (Telephony), you will be part of the Contact Center Platform Services team responsible for contact center telephony infrastructure operations. This is a critical position requiring strong telephony systems background but with a software develop skillset as we move towards a cloud-based future which includes being involved in designing and implementing solutions on a cloud platform.

Provide primary telephony support of an on-premise Avaya based platform with Oracle SBCs.

Key Responsibilities include but not limited to:

End to End Call Flow Configuration: Designing and implementing call routing rules, including auto attendants, hunt groups, call queues, and transfer options. 

System Monitoring and Troubleshooting: Identifying and resolving issues related to call quality, connectivity, system errors, and user access problems.

User Management: Adding, modifying, and deleting user accounts on the Avaya system, including assigning phone extensions, voicemail settings, and access levels. 

Platform Management: License management, daily support ticket resolution, documentation, and project tasks.

Next Generation Platform: Participate in the evaluation and selection of next generation contact center platform.

Technical Support: Participate in after-hours maintenance activities as needed. Respond to critical support issues as needed Work closely with end users and IT members to ensure technical issues are resolved in a timely manner

Qualifications:

Minimum:

Bachelor’s degree in a related discipline and 4 years’ experience in experience in voice platform engineering, design, implementation and support of large scale / contact center Voice and Data Systems/Networks.

The right candidate could also have a different combination, such as a master’s degree and 2 years’ experience; a Ph.D. and up to 1 year of experience; or 16 years’ experience in a related field.

Experience configuring call routing within Session Border Controllers (SBCs) in production environments

Experience analyzing SIP and call traffic data using network diagnostic tools

Experience maintaining system configuration documentation within large-scale voice communications platforms

Experience utilizing troubleshooting methodologies to isolate and resolve network and voice platform problems

Preferred:

Ideal candidate will have eight (8) years of experience in large contact center systems environment.

Experience with Avaya systems and SBCs, including expert level skills like call routing/configuration, SIP/call traffic analysis across the ecosystem and system administration tools. 

Experience in a cloud-based environment

Certifications: Avaya - ACAC, ASDC, ACIS, ACSS. Oracle - SBC Implementation, SBC Troubleshooting

Benefits

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.

About Us

Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.