Wyndham Worldwide Technical Lead, Telecom Engineering in Parsippany, New Jersey

Technical Lead, Telecom Engineering

Description

There’s no one else like us. Wyndham Hotel Group is a hotel industry giant with an unmatched presence of more than 8,100 hotels and approximately 708,500 rooms in 78 countries. We’re a hospitality powerhouse, with iconic brands united by the richest and simplest rewards program in the business.

Our brands include: Super 8®, Days Inn®, Howard Johnson®, TRYP by Wyndham®, Ramada Worldwide®, Ramada Encore, Microtel Inn & Suites by Wyndham®, Hawthorn Suites by Wyndham®, Wingate by Wyndham®, Travelodge®, Knights Inn®, Baymont Inn & Suites®, Wyndham Garden®, Wyndham Hotels and Resorts®, Wyndham Grand®, Dazzler® Hotels, Esplendor® Boutique Hotels, The Trademark Hotel Collection®, AmericInn® and Dolce Hotels and Resorts®.

The blue thread that ties them all together is Wyndham Rewards®, the richest and simplest rewards program in the business. Wyndham Rewards has revolutionized the loyalty landscape, offering members a simple-to-use, generous points-earning structure along with a flat, free night redemption rate – the first of its kind for a major rewards program. Wyndham Rewards® members – over 53 million and counting – have the chance to earn and redeem points for hundreds of rewards options around the world every day.

Headquartered in Parsippany, N.J., with offices around the globe in London, Shanghai, Buenos Aires, Dubai and other cities, Wyndham Hotel Group employs over 8,800 associates worldwide.

The Technical Lead of Telecom Engineering provides expert level engineering support and consultation for the design, development, and implementation of technical solutions as well as operational support within the company’s telephony and contact center telecommunications environments. This is based on a complex multi-location, global, and multi-vendor (Cisco and Avaya) infrastructure that includes all voice systems, all call center technologies, PBX, ACD, reporting systems, voicemail, quality monitoring, computer telephony integration, screen pop, quality monitoring, call routing within the network and telephony environment, IVR self-service system and application support, voice gateways, voice networks, Telco circuits, video conferencing systems, conference calling applications and ancillary support systems such as e-911 and call accounting systems.

This position is responsible for daily operational support, project support, system enhancements, and all related services including incident and change management, for multiple technology platforms and systems providing the organization continued communications and contact with each other, our customers, and affiliates. Operational responsibilities include performing MACDs, troubleshooting and repair, managing vendor performance, maintaining high levels of system and user documentation, adherence to operational processes and policies, solution reliability, system security, compliance, and proactive monitoring through automated tools and daily testing. Advanced knowledge of WAN/LAN technologies and VoIP/SIP call routing technologies and protocols, including working knowledge of TCP/IP routers, SBC’s, servers, switches, hubs, firewalls, DNS, DHCP and subnetting is highly recommended to properly support the environment.

Additionally, this a multi-dimensional Telecom Engineering Leadership position that provides mentorship and guidance to less seasoned engineering resources managing infrastructure support and testing for system patching, hardening, and hardware/software upgrades, system updates, and break/fix activities on all telecommunications equipment and systems. Experience managing external vendors and supporting resources is required.

This position must maintain expert level understanding and knowledge of the company’s applications, telecommunications and data system integration and must be able to understand changes needed within the environment in order to anticipate business, customer, cross-system, cross-process, and cross-project impacts. Role may include other tasks as required to support the overall IT Technology service catalog and organizational goals.

The position will be required to carry a company issued smart phone in order to provide on-call support as required.

  • Design, develop, document and implement solutions and projects on time and within budget. Work closely with vendors, outside expert resources, internal technical and business resources, to evaluate and propose innovative new technologies, methodologies, processes and enhancements to improve the effectiveness of the organization. Ensure interoperability between the proposed solutions and other telecommunications providers (such as Cisco, AT&T, etc.), desktop, data networks, firewalls, compliance, data applications, etc. Assist in gathering and documenting business requirements.

  • Responsible for daily operational support, project support, system enhancements, and all related services including incident and change management, for multiple technology platforms and systems providing the organization continued communications and contact with each other, our customers, and affiliates.Operational responsibilities include performing MACDs, troubleshooting and repair, managing vendor performance, maintaining high levels of system and user documentation, adherence to operational processes and policies, solution reliability, system security, compliance, and proactive monitoring through automated tools and daily testing.

  • Act as Tier II support for the Voice and Contact Center Operations team during priority incidents and assist in the determination and documentation of root cause.

  • Provide application and infrastructure support and testing for system patching, hardening, and hardware/software upgrades, system updates, and break/fix remediation on all telecommunications equipment.

  • Maintain expert level understanding and knowledge of the company’s applications, telecommunications and data system integration and must be able to understand changes needed within the environment in order to anticipate business, customer, cross-system, cross-process, and cross-project impacts. Role may include other tasks as required to support the overall IT Technology service catalog and organizational goals.

  • Promote and provide customer satisfaction and quality customer service for all customers, internal and external.

  • Be accessible 24x7 to support the telecommunications engineering team to minimize the impacts of incidents, changes, upgrades, and installs on the function of the business and/or the contact center.Perform On Call duties as assigned.

Qualifications

Education: Bachelor’s degree in Engineering, Computer Science, Telecommunications or similar field and/or equivalent related work experience of at least 7 years.

Training:

Avaya Certification preferred.

CCNA Voice and CCNA Collaboration preferred.

Mitel IP Telephony certifications a plus.

Knowledge and skills:

Good oral and written communication skills.

Ability to work long hours under pressure during system outages and implementations.

Technical Skills:

Technical expertise of telecommunications systems and management of complex telecommunications environments and infrastructures.

Demonstrated technical and executable expertise with both Avaya and Cisco Voice and Contact Center Infrastructure and Applications.

Experience with multiple voice and call center technologies, such as but not limited to, voice systems, call center technologies, Cisco IP Unified Communication Systems, Mitel IP and TDM PBX, voice gateways, voice mail, voice networks, Telco circuits, video conferencing systems, conference calling applications, and ancillary support systems such as e-911 and call accounting systems.

Knowledge of Multi-Site configuration and hybrid of enterprise IP and TDM environments.

Knowledge of WAN/LAN technologies and VoIP/SIP call routing technologies and protocols, including TCP/IP routers, SBC’s, servers, switches, hubs, firewalls, DNS, DHCP and subnetting.

Demonstrated ability to perform complex problem isolation within Enterprise Contact Center and Voice environments including UCM, UCCE, Unity and Voice Gateways.

Demonstrated ability to perform coordination and problem isolation with Telcos.

Solid understanding and experience utilizing SIP technology and interoperability.

Experience with installation and support of international locations a plus.

OpenText Qfiniti Call Recording Operations and Engineering expertise (OpenText Qfiniti Suite of Products, Qfiniti, Advise, Explore, ICE and Survey) is a plus.

Knowledge of Multi-Site configuration and hybrid of enterprise agent and non-agent recording methods is preferred.

Job experience: At least 7 years or more experience as a Telecommunications Engineer with a strong Avaya and Cisco voice and contact center technology background. This position will require technical leadership, incident management, design, and solution deployment experience.

Cisco Unified Communications Manager (CUCM), Avaya IP Telephony and/or Mitel IP Telephony experience required.

Desktop Telephone Support.

IP Telephony Configuration and Support.

IP Telephony MACD.

IP Telephony Troubleshooting and repair.

IP Telephony Call Routing Experience.

Infrastructure Experience a plus.

CUCM and Voice Gateway Infrastructure knowledge and applications experience.

Working knowledge of WAN/LAN technologies and VoIP/SIP call routing technologies and protocols, including TCP/IP routers, SBC’s, servers, switches, hubs, firewalls, DNS, DHCP and subnetting.

Work Location.

Wyndham Hotels Group, Parsippany, NJ.

Preferred hours: 8:30am to 5:00pm Eastern Time.

Certifications.

CUCM certifications preferred, Avaya and/or Mitel IP Telephony certifications are a plus.

Job: IT

Primary Location: United States of America-New Jersey-Parsippany

Employee Status: Regular

Schedule: Full-time

Organization: Wyndham Hotel Group

Job Posting: Apr 2, 2018, 11:00:00 PM

Requisition ID: 1804788

Equal Opportunity Wyndham Worldwide fosters a work environment in which all individuals are treated with respect and dignity. We are an equal opportunity employer and do not discriminate either directly or indirectly against employees or prospective employees on the basis of race, color, religion, sex, sexual preference/orientation, citizenship, marital status, veteran status, national origin, age or disability, or against any other protection established by applicable law or regulation. We will make reasonable accommodations for eligible disabled applicants and employees in compliance with applicable laws and regulations. We are committed to actions and policies to assure fair employment, including equal treatment in hiring, promotion, training, compensation, termination and disciplinary action and will not tolerate unlawful discrimination either directly or indirectly by our employees or agents.