UNIVERSAL Technologies is seeking a Telephony SME for an onsite position in New York, NY. Candidates with an active LinkedIn account is preferred. WHO WE ARE: UNIVERSAL Technologies, LLC is a Women-Owned (M/WBE) IT solutions and consulting company focused on delivering enterprise systems that significantly improve our clients' IT performance. We work across the IT spectrum, including Development, Business/Systems/Data Analysis, Project Management, Cyber Security, Network Engineering, and High-Level System Architecture. The pride in the services we provide and the accessibility and flexibility we offer to employees are what make UNIVERSAL Technologies stand out! We aim to propel your IT career to the next level and excite our employees with new and challenging projects. WHAT WE OFFER: Our W2 employees can expect the following benefits: + Competitive pay + Health/Dental Insurance + Group Life Insurance + 401K + HSA/FSA + Pre-Tax Transportation Program + Generous Paid Time Off/Holiday Policy SCOPE OF SERVICES: As a Telephony SME, your responsibilities include: + Reviewing business and requirements analysis and design documents, and providing feedback. + Reviewing test, implementation, and cutover plans. + Advising operational and technical team members. + Understanding customer requirements, both technical and operational. + Collaborating with business partners to manage testing support. MANDATORY SKILLS/EXPERIENCE: Note: Candidates who do not have the mandatory skills will not be considered. + 12+ years of experience with Call Center Call Handling systems. + Experience with Public Safety E-911 systems. + Knowledge of NENA Next Gen 911 standards. DESIRABLE SKILLS/EXPERIENCE: + Additional call center experience conducting business and technical requirement analysis, testing, and execution in support of call center campaigns. + Experience managing IVR scripting, call center clients, and performing hands-on fixes at the desktop or application level. + BS/BA undergraduate degree. + Experience configuring Oracle’s Session Border Controller. + Experience developing comprehensive test plans/use cases/scenarios, defining expected testing results, and analyzing/triaging defects. + Experience supporting major call center systems such as Vesta, Genesys, Five9, NICE CXone, Twilio, Avaya, and RingCentral. + Knowledge of protocols such as VOIP, SIP, RTP, and SS7. + Experience evaluating and recommending NG911 solutions, including Emergency IP Network (ESINet) and NextGen Core Services (NGCS) network architecture. + Adherence to NYC policies, procedures, and industry best practices for NENA-i3 compliant network and infrastructure design and implementation. + Experience with standard software development lifecycle processes used within systems development organizations. + Experience writing business and requirements analysis documents (both operational and technical) and providing commentary. UNIVERSAL Technologies is an Equal Opportunity Employer.