Title:  Voice Network Engineer

Position Summary

Voice Network Engineer is responsible for overseeing the voice network for JetBlue with a focus on contact center platforms.  The Engineer implements and reviews call flow design changes and works with voice carrier and ensuring call routing is done in cost effective and in a secure manner.  The Engineer ensures cohesion between all business units, IT Networking, IT Security, and business partners to support the voice platform. This position will work closely with business partners to support the voice platform. 

Essential Responsibilities

• Experience in call routing via many modes including SIP, TDM, and VOIP
• Proven experience with software that is related to telecommunications voice platform, preferably in a contact center as a service platform (CCaaS)
• 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 to perform license reconciliation as needed.
• Monitor and respond to system errors in a 24/7 environment.
• The voice Engineer must have a good knowledge of logging and database tables to gather information required to resolve problems.
• Ensures highly reliability and availability in a contact center as a service platform (CCaaS). 
• Provide Level 2/3 support and troubleshooting for resolving platform and crew member issues
• Works with the network Business Partner to ensure JetBlue IT Security policies are implemented
• Oversees the JetBlue network Business Partner relationship from a carrier and voice platform perspective
• Experience with understanding LAN, WAN, Wireless LAN, and WWAN.
• Attends meetings for project implementation and provides detailed reporting to IT leadership.
• Responsible for telecom expense management review and monitoring and able to provide detailed reporting to IT leadership
• Handles MAC, capacity planning, change control, and SLA’s
• Coordinates new location activations and location decommissions with the telecom Business Partner
• Oversees change control process and procedures for telecom.
• Implements and reviews telecom security policies and procedures. Keeps documentation up to date.  
• Other duties as assigned

Minimum Experience and Qualifications

• Bachelor’s degree in related discipline and/or demonstrated capability through four (4) years of previous experience in telecom and/or networking, and education 
• Three (3) years’ experience with voice platform, preferably contact center as a service.  
• Knowledge with various LAN/WAN technologies (DNS, SMTP, SNMP, BGP, EIGRP, HSRP, Cloud ISPs)
• 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 Avaya platform
• Experience in working in voice platforms in a contact center environment
• Managing a voice environment with 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
• Must fulfill safety accountabilities as prescribed by JetBlue’s Safety Management System
• 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 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))
• Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls
• Uphold JetBlue’s safety performance metric goals and understand how they relate to their duties and responsibilities

Equipment:

• Computer and other office equipment

Work Environment:

• Normal 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 $90,500.00 and $128,600.00 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.