Essential Utilities, Inc. delivers safe, clean, reliable services that improve quality of life for individuals, families, and entire communities.
Operating as the Aqua (water and wastewater services) and the Peoples and Delta (natural gas) brands, Essential serves approximately 5.5 million people across 10 states. We are committed to sustainable growth, operational excellence, a superior customer experience, and premier employer status - including a competitive and comprehensive benefits package as well as a commitment to career growth opportunities.
We are advocates for the communities we serve and are dedicated stewards of natural lands, protecting more than 7,600 acres of forests and other habitats throughout our footprint.
Our company is one of the most significant publicly traded water, wastewater service and natural gas providers in the U.S.
Are you looking for a fantastic career at Essential Utilities? We have an exciting opportunity for a Telecom Engineer II to join the Telecommunications team!
GENERAL FUNCTIONS:
An Engineering Role which entails assisting with the design, implementation, support, and the analysis of corporate telecom (voice) technologies and contact center applications.
The corporate telecom technologies include a centralized PBX with IP, digital and analog endpoints, SIP trunking, Session Border Controllers, and automated outbound platform. The contact center applications include an Omni Channel ACD with IVR and CRM integrations, call recording and WFM.
This position will provide recommendations to the Voice Manager for technical improvements and roadmap development based on analysis and input from other staff members.
RESPONSIBILITIES AND DUTIES:
Take a leading role in the development of the technical design, build, and support for Essential’s telecom network and contact center architecture. This includes ensuring appropriate performance, capacity, resiliency, security practices and redundancy for all platforms including cloud hosted solutions. Work independently acting as relationship manager with internal business partners and application team to ensure optimal design and performance of contact center applications. Work with telecom analyst to provide system administration to insure the appropriate installation, support and maintenance of the corporate telecom systems and associated hardware, software and applications. Serve as subject matter expert on key technology trends in the industry leading to innovative solutions for business problems and initiatives. Monitor systems to ensure appropriate performance and SLA’s are not violated. Must have the ability to troubleshoot PBX, Call Recording, Key Systems, IXC, LEC, Contact Center, UCC technologies. Provide daily and ad hoc system performance reports to management. Create and maintain comprehensive documentation as it relates to telecom and contact center operations topology. Provide required documentation for operational handover from design and build phase of projects. Facilitate the implementation of appropriate change management procedures following formal and informal processes when implementing production system changes. Ensure timely resolution of incident management events and request fulfillment in accordance with defined Service Desk policies and procedures.SPECIAL EDUCATIONAL OR REGISTRATION QUALIFICATIONS:
A 4-year degree in Information Technology / Computer Science field, or a minimum of 3 years’ experience in Information Technology Systems Engineering.Telephony Platform Certifications such as Atos/Unify, Avaya or Cisco.Cisco CCNA preferred. Demonstrated experience with Omni Channel Call Center Routing, Quality Recording Systems (Voice and Screen), Inter Exchange and Local (IXC/LEC) Carriers, Contact Center applications including IVR. Wide Area Network (WAN): MPLS and VPN. Telecom Call routing for DID, DOD, VOIP, TFN, Skills Based and SIP. Business Continuity/Disaster Recovery.Essential Utilities, Inc., is an Equal Opportunity/Affirmative Action employer. Equal employment opportunity is provided to all employees and applicants for employment without regard to the following legally protected characteristics: race, color, religion, sex, national origin, age, pregnancy (including childbirth and related medical conditions, including medical conditions related to lactation), physical or mental disability, covered-veteran status, genetic information (including testing and characteristics), sexual orientation, gender identity or expression or any other characteristic protected by applicable local, state or federal law.
Essential Utilities is committed to providing reasonable accommodation to individuals with disabilities. If you have a condition that may prevent you from applying for a job online or need to request an accommodation during the interview process, please call (1-877-271-9012).
To maintain the integrity of the recruitment process and to avoid real or perceived conflicts of interest due to employment and/or assignment of family members and personal referrals, specific guidelines apply to the hiring and assignment of these individuals including, but not limited to: