Description
Summary Statement:
In this role you will be working with a team of experts to ensure minimal downtime of key infrastructure on a company wide scale through innovative solutions. This will include maintaining, upgrading and providing support to our contact center and telecommunications systems. The individual should be able to easily communicate technical concerns and solutions to many different people with varying degrees of technical knowledge, as well as work with individuals in all departments to help solve their technical issues. The individual should also have excellent communication skills interfacing with Penske associates and various vendors.
What You Will Be Doing:
Systems Engineers implement, support, maintain, and manage telecommunication related services, including networking, IT security, and disaster recovery. They provide advanced technical support for contact centers and phone systems, ensuring all telephony services are properly maintained and upgraded. Systems Engineers provide subject matter expertise for both hardware and software.
As a Penske Systems Engineer – Telecom, you will coordinate and support our cutting-edge telecommunications systems in a diverse range of projects where you will provide technical leadership. You will define telecommunications processes that answer our business needs and recommend tools and best practices available in the market. Acting as the final point of escalation, you will diagnose and resolve problems quickly, potentially after hours. On a day to day basis you will act as the SME in telecommunications. This will include owning contact center platform (NiCE CXone), VoIP telephone system installations, field location opening/closings with MPLS Network, and wireless inventory management. You will provide expertise in supporting the field and corporate departments for telecommunications related moves/adds/changes and daily operational activities.
Penske Responsibilities:
• Support day-to-day call center system functions for all call centers
• Troubleshoot technical issues with end users
• Nice IVR Scripting - design/coding for Call Center IVR
• Support Integrations between NiCE CXone and Penske applications
• Standard Reporting
• Implement new features/products within Nice
• Support X2O digital signage boards
• Liaison between Penske and Nice and other telecom vendors
• Manage telecommunications infrastructure, providing ownership of all problems through final resolution
• Monitor systems daily and respond quickly to any usability concerns
• Own the integration of new technologies into the current system.
• Analyze telecommunications vendor inventory reports and work with internal and external contacts to update as required to ensure accuracy
• Provide expertise and direction to field and corporate departments for telecommunications related moves/adds/changes and daily operational activities
•Create and update workflows that help streamline processes
• Own the documentation of telecommunications processes and procedures
• Lead the design and implementation of short- and long-term strategic plans, making certain infrastructure capacity meets existing and future requirements
• Plan, acquire, and coordinate installation of in-house and remote hardware and software across the organization.
• Evaluate existing systems and provide technical direction to IT support staff
• Ensure the highest level of systems and infrastructure availability
• Own reporting across all telephony platforms in use by Penske Truck Leasing and Penske Logistics
• Other projects and tasks as assigned.
Penske Qualifications:
• Bachelor's Degree or technical schooling in Telecommunications, Information Technology, Computer Engineering or related field preferred. If no degree, then at least 5 years of specific Telecommunications administration experience required.
• 3+ years of system engineering and IT support required
• 3+ years project leadership experience required (including mid-to-large scale projects, and managing multiple projects at one time)
• Ability to respond to ticket escalations and help desk requests after hours
• Telecommunications experience required, including the ability to demonstrate an understanding of the relationships between local, long distance, and wireless services and providers
• Direct experience placing and overseeing telecom orders with carriers required
• Expertise in Contact Center call flow design and development required
• Expertise in billing components and services required
• Full fluency in the following hardware/software required:
o Telecommunications concepts
o Industry trends – SIP, VoIP, Contact Center platforms
o Contact Center applications and call flow design (Nice CXone)
o TEM
o PBX's (Cloud)
o UCCaaS, VoIP/SIP
o Legacy Telephony systems
• Regular, predictable, and full attendance is an essential function of the job.
• Willingness travel as necessary, work the required schedule, work at the specific location required, complete Penske employment application, submit ta background investigation (include past employment, education, and criminal history) and drug screening are required.
Physical Requirements:
• The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The associate will be required to: read; communicate verbally and/or in written form; remember and analyze certain information; and remember and understand certain instructions or guidelines.
• While performing the duties of this job, the associate may be required to stand, walk, and sit. The associate is frequently required to use hands to touch, handle, and feel, and to reach with hands and arms. The associate must be able to occasionally lift and/or move up to 25lbs/12kg.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.
Penske is an Equal Opportunity Employer
About Penske Truck Leasing/Transportation Solutions
Penske Truck Leasing/Transportation Solutions is a premier global transportation provider that delivers essential and innovative transportation, logistics and technology services to help companies and people move forward. With headquarters in Reading, PA, Penske and its associates are driven by a dedication to excellence and a commitment to customer success. Visit Go Penske to learn more.
Job Category: Information Technology
Job Function: Software Engineering
Job Family: Information Technology
Address: 100 Gundy Drive
Primary Location: US-PA-Reading
Employer: Penske Truck Leasing Co., L.P.
Req ID: 2509524
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