operations engineer Remote
Job description
About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.
The Role
The Lead Operations Engineer will be part of the Contact Center Federal Operations Group (CCFOG), which is responsible for all infrastructure and application layer administration on a FEDRAMP production environment. The responsibilities include maintenance and tuning of a multi-tenant Metaswitch Session Border Controller (SBC) AND/OR maintenance and tuning of a multi-tenant Genesys 8.X/9.X environment running in an AWS infrastructure as part of a managed Lumen solution. Daily responsibilities include providing tier 3 escalation support for the SBC appliance/Genesys solution as well as for direct interactions with the customers (Tenants) that reside in the FEDRAMP production environment He or she will also be responsible for installation, implementation and remediation of High availability AWS environments, trouble ticket handling, and troubleshooting of highly critical production environment with 99.999% uptime. This person will work closely with other application, systems operations and engineering teams.
The Main Responsibilities
- Under limited supervision, the candidate will be responsible for supporting the design, engineering, and development of portions of major projects or entire projects of lesser complexity.
- Candidate will provide design, development, certification, deployment, support functions, performance analysis and problem solving efforts for various hosted contact center platforms and other engineering initiatives- primary focused around both AWS infrastructure and VOIP support and administration functions AND/OR Genesys 8.x/9.x support and administration functions.
- Responsibilities will also include defining test plan requirements, supporting the execution of platform certifications and related proof of concepts as well as lifecycle management.
- Candidate will support efforts creating development test environments, including physical and logical setup.
- Strong communications skills are a must to effectively and efficiently provide Tier 3/4 support for Provisioning, Operations, and Sales staff on AWS infrastructure and VOIP issues AND/OR Genesys platform issues.
- Role requires significant interaction and collaboration with customers, other engineering groups, product, planning, operations, IT organizations, vendor development and support groups, as needed.
- Be willing to work second and 3rd shift schedules as part of a 24/7 team.
What We Look For in a Candidate
- Bachelor's degree in Engineering, Computer Science, or a related field and minimum 6 years relevant experience preferred.
- Excellent communications skills required.
- Experience operating carrier-class or large enterprise-level VoIP/SIP solutions and Session Border Controllers and/or Genesys 8.x/9.x platforms
- Cloud (private and public) architecture and underlying technologies background
- Experience in Amazon Web Services
- Contact Center Applications based on Genesys Engage
- Prior work within a FEDRAMP authorized environment a plus
- US Citizen required
- Ability to obtain a government trust suitability clearance
- Documenting the support procedure, change requests
- Strong listening and communication skills.
- Understand company policies and procedures
- Work closely with other teams within company and with customer.
Education
- Bachelors or Equivalent
- Masters or Equivalent
What to Expect Next
Requisition #: 328149
When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. More information on what’s included in these checks can be found in the Post Offer section of our FAQ page. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
Disclaimer
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
Salary Range
85230
189360
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.
This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. We're able to answer any additional questions you may have as you move through the selection process.
As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
