Title:  Senior Voice Network Engineer

Position Summary

The Senior Voice Network Engineer is responsible for overseeing the voice network for JetBlue across both on prem and cloud-based voice platforms. The Senior Voice Network Engineer will be responsible for the architecture of the on prem voice solutions, network design of call traffic for both on prem and cloud-based solutions, security of the varying voice platforms, and carrier call traffic routing. The Senior Voice Network Engineer ensures cohesion between all business units, IT Networking, IT Security, carrier, and varying business partners to support the voice platform.

Essential Responsibilities

• Architect on-prem Avaya systems including system\session manager, AES, and CMS
• Conduct call routing via many modes including SIP, TDM, and VOIP
• Work with the following functions to identify and resolve any issues: Amazon Connect contact center platform; network hardware, internet standards, and protocols; phone system administration, inbound contact center call flows, and outbound dialer functions
• Perform license reconciliation as needed
• Monitor and respond to system errors in a 24/7 environment
• Log database tables to gather information required to resolve problems
• Ensure high reliability and availability in both on prem and cloud-based platforms 
• Provide Level 3/4 support and troubleshooting for resolving platform and crewmember issues
• Ensure JetBlue IT Security policies are implemented across varying voice platforms
• Analyze LAN, WAN, Wireless LANWireless LAN, and WWAN
• Attend meetings for project implementation and provide detailed reporting to IT leadership
• Responsible for telecom expense management review and monitoring, and providing detailed reporting to IT leadership
• Support team with Moves, Adds, and Changes (MAC), capacity planning, change control, and service level agreements (SLA’s)
• Participate in agile project management for sprint development
• Coordinate new location activations and location decommissions
• Oversee change control process and procedures for telecom
• Implement and review telecom security policies and procedures; keep documentation up to date  
• Other duties as assigned

Minimum Experience and Qualifications

• Bachelor’s degree in a related discipline; OR demonstrated capability to perform job responsibilities with a combination of a High School Diploma/GED and at least eight (8) years of previous relevant work experience
• Five (5) years of experience with voice platforms, preferably contact center as a service
• Knowledge of various LAN/WAN technologies (DNS, SMTP, SNMP, BGP, EIGRP, HSRP, Cloud ISPs)
• Architecture experience with on prem Avaya systems including experience with system\session manager, AES, and CMS 
• Experience in call routing via many modes including SIP, TDM, and VOIP
• Proven experience with Amazon Connect contact center platform
• Good technical understanding of network hardware, internet standards, and protocols
• Ability to understand phone system administration, inbound contact center call flows, and outbound dialer functions to identify and resolve any issues related to them
• Experience with performing license reconciliation as needed
• Possess knowledge of logging and database tables to gather information required to resolve problems
• Experience with understanding LAN, WAN, Wireless LAN, and WWAN
• Understanding of agile project management for sprint development
• Available for occasional overnight travel (10%)
• Must pass a pre-employment drug test
• Must be legally eligible to work in the country in which the position is located
• Authorization to work in the US is required, this position is not eligible for visa sponsorship

Preferred Experience and Qualifications

• Experience moving from an on prem voice platform to a cloud-based platform
• Experience in Amazon Lex Bot development
• Experience in Amazon CloudWatch monitoring
• Experience in Amazon Connect
• Experience in working in voice platforms in a contact center environment
• Managing a voice environment with business process outsourcing (BPO’s) in an international environment

Crewmember Expectations:

• Regular attendance and punctuality
• Potential need to work flexible hours and be available to respond on short-notice
• Able to maintain a professional appearance
• When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
• Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun

• Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards

• Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR))

• The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.

Equipment:

• Computer and other office equipment

Work Environment:

• Traditional office environment

Physical Effort: 

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)

Compensation: 

• The base pay range for this position is between $105,600.00 and $150,400.00 per year. Base pay is one component of JetBlue’s total compensation package, which may also include access to healthcare benefits, a 401(k) plan and company match, crewmember stock purchase plan, short-term and long-term disability coverage, basic life insurance, free space available travel on JetBlue, and more.