Driving Infinite Possibilities Within A Diversified, Global Organization
The Enterprise Services Computer and Connectivity Platform Organization designs, implements and operates a state of the art Information Systems Infrastructure serving around 130,000 employees, in over 1,300 locations across 70 plus countries. We work with the latest and emerging technologies to deliver scalable, high performing, always available infrastructure services around the world.
We deliver services that connects, hosts, virtualizes, stores, collaborates, integrates, computes, and transacts business solutions that utilize private and public clouds, BIG data, automation, overlay networks and all variants of “as a Service”.
We support voice, video and data on a single, consolidated global network, enabling our employees, partners and customers to collaborate and do business securely and efficiently, in real time, anywhere, anytime with any device, delivering solutions with dynamic bandwidth and scalable computing power.
As the Contact Center Engineer position within the Connectivity team, you are a key player in strategy and design development, as well as ensuring implementation and supportability of Honeywell’s hosted and on premise global contact center infrastructure worldwide.
You will function as the SME (Subject Matter Expert) for developing contemporary contact center solutions that seamlessly transform traditional and legacy technologies with emerging and cutting edge capabilities and functionality using Hosted and IP based solutions, including consolidated Voice, Video and Data networks, On Premise and Hosted Contact Centers, VoIP, IP PBX, SIP, IPT, Dynamic Codec’s, CTI, Call routing and flows, IVR, Call reporting and recording, work force management, Salesforce and voicemail.
You will transition traditional and legacy contact center and voice technologies including TDM PBX, POTS, PSTN, PRI, ISDN to contemporary solution standards; integrate with Unified Communication, Omni Channels, Enterprise Voice systems, Data Networking and Cloud services; and Drive and Implement standard network and voice solutions that stay current and keep pace with business demands
Additionally, you will:
•Prepare, review, and approve Change Management requests
•Provide technical and business input for IT infrastructure projects related to voice and data networking, and related technologies. Understand and support global voice technology needs and directions.
•Participate in large scale, multi-functional projects, including product development, merger and acquisition, and divestiture activities, with an open and creative mindset focused on delivering business solutions.
•Act as a technical advisor with businesses and work seamlessly with internal teams, supplier partners, end-users, and solution providers to ensure processes and tools are in place and/or are followed to meet business needs and support the environment.
•Analyze business processes, and assess business needs to assist with the development and deployment of voice services and solutions.
•Provide compliance and support for regulation controlled systems.
•Ensure service levels are defined, effective, measured and reported
•Continuously evaluate service levels and ensure results are oriented to customer satisfaction.
•Drive services improvements via metrics, root cause analysis, problem management
•Coordinate efforts and technical support for multiple suppliers.
•Partner with multiple suppliers to deliver end to end services under established SLAs.
25 Deliver highly available, redundant, fault tolerant, diverse Contact Center solutions
20 Assess and revise existing contact center standards and configurations
15 Document and publish technology capabilities and functionality roadmaps
20 Identify optimization/automation opportunities, develop rollout/upgrade plans
20 Participate in ‘Go-Live’ support of deployment
YOU MUST HAVE
•Bachelors’ Degree in Computer Science, Engineering or other information technology-focused field of study
•5+ years’ IT Infrastructure experience securing, operating and supporting Contact Center, Voice and Networking services with a strong focus on IP networking technologies supporting voice, video and data networks
•Experience with outsourced and hosted 3rd party service providers
•Experience supporting international, global and multi-national networks with over 50 sites
•Advanced trouble shooting and problem resolution skills in working with complex networks
•Hands-on experience and expertise with the following voice technologies and capabilities including but not limited to: InContact, Cisco UccX, Skype for Business, Avaya, Oracle SBC/ECB, SIP Trunks, Toll Bypass, IVRs, CTI, Call routing and flows, Call reporting and recording, work force management and voicemail.
•CCNA, CCIE, and related accredited certifications highly preferred
•Understanding complex call routing and have extensive experience working at a global organization migrating voice platforms solutions successfully
•A customer service driven individual that can work effectively with various teams
•Strong data analytical skills
•Team player working in an international, virtual, distributed and multi-culture team
•Possesses a record of execution against aggressive timelines
•Creative paradigm-breaker capable of delivering contemporary and emerging network solutions
•Familiar with business/location/regional legal regulations
•Familiar with Agile (Scrum) project methodologies
•ITIL and Six Sigma certification
Exempt How Honeywell is Connecting the World
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.
For more information on applicable equal employment regulations, refer to the EEO is the Law poster .
Please refer to the EEO is the Law Supplement Poster & the Pay Transparency Policy .
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