Description

This position supports projects related to Contact Center (CC) and Unified Communication (UC) telephony programs. Analyzes current issues for CC and UC and recommends solutions, creates best practices and implements standards for enterprise CC and UC technology platforms. Ensures solutions adhere to security and technology architecture and align with overall business needs and strategic direction of the organization.

Works with internal business units to understand requirements, and with vendors and CFG architecture teams to determine best fit solutions. Works as a team member and voice lead helping to organize, plan, test, implement, and provide hyper-care for both small and large projects. Creates implementation plans that minimize risk and develops a risk assessment on related applications of the solutions. Conducts post-implementation assessments of installed solutions and applications to ensure effectiveness.

This role requires considerable knowledge in Contact Center and Unified Communications operations, complimented by technical depth, business aptitude, and the ability to lead in-depth technology discussions, articulating the business value of the capabilities and services that each solution delivers.

Strong communication and interpersonal skills are required for engaging with internal customers including Directors and SVP’s.

The Senior Network Engineer – Voice will be responsible for:

• This role will drive large CC and UC projects from requirements to assessment, planning, implementation, and design including:
  
  
  • Call routing
  • Multi-site and virtual contact centers
  • Branch offices, stand alone and multi-branch voice solutions
  • Inbound/outbound self-service/queuing and applications
  • Agent/User desktop
  • Deployment approach to minimize risk
• Identify technology solutions and applications that meet the internal client’s business requirements from both a functional and technical perspective
• Develop internal documentation for Contact Center and Unified Communications solutions network and hardware requirements for projects and everyday use:
  
  
  • Call Flow Diagrams
  • Roles Based Access and Permissions Schema
  • Required bandwidth and storage (call routing, call recordings, call transcripts, analytics data, etc.)
  • Cost proposals and budgetary estimates
  • Recommended hardware (desktop/laptop, headsets, etc.)
    
• Participate in the development of a technology plan to support the managed services/Day 2 support strategy for new solutions
• Collaborates, negotiates, and influences technical direction and decision making with internal clients to deliver quality solutions for contact centers
• Enhances CFG Voice Services reputation by identifying areas for expansion and improvement, this duty requires forward looking vision to help assess potential avenues/opportunities to apply contact center technologies with new and unforeseen applications

Basic Qualifications

• Minimum 10 years’ experience with Contact Center technologies
• Experience with Teams Phone System, to include creation of resource accounts, creating and administering Auto-Attendants and Call Groups, troubleshooting issues and incidents, and use of Call Quality Dashboard (CQD)
• Experience integrating new technologies with existing technologies
• Experience implementing technologies with enterprise-wide impact
• Experience troubleshooting voice issues across the network
• Experience is necessary in Contact Center products including:
  
  
  
  
  
  
  
  
  • Omnichannel Contact Center (audio/video, chat, SMS, Web)
  • IP/SIP call delivery of DID and Toll-Free Services and routing platforms
  • Interactive Voice Recognition (IVR)
  • Call Recording Solutions
  • Workforce Management
  • Cloud Contact Center Solutions
  • Working knowledge of regulatory requirements for telecommunications in the US including call recording and E911
  
  

Desired Qualifications

• Working knowledge across the Cloud Contact Center domain (Automation, Analytics, Call Flow scripting, Platform configuration, RBAC implementation) and extensive experience in implementing and supporting new solutions across multiple business units with complex and differing requirements in the same project/effort
• Knowledge of regulatory requirements for Financial and Banking Organizations

Education and Certifications

• Bachelor’s Degree in IT related field or equivalent work experience

#LI-KK1

The salary range for this position is $88,960 - $133,440, plus benefits and an opportunity to earn an annual discretionary bonus. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience.

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth