Information Technology/VoIP Engineer

Sr. Solution Engineer
Hybrid (Onsite 3 days/wk)
Must reside in Ohio

Description:
DSI is searching for a Sr. Solution Engineer who will analyze, facilitate and provide infrastructure services and related design artifacts for enterprise solutions. Sr. Solution Engineers create deliverables that help develop target-state solutions, including but not limited to standards, guidelines, individual parts, platforms, and configurations for evolution of business strategy aligned infrastructure. They are the catalyst and accelerators of orchestrated technical innovation for targeted business outcomes. Technologies include data center, cloud, shared foundational infrastructure components, unified communications, mobile, AI, Internet of Things (IoT), blockchain, edge computing and immersive experiences technologies.

Responsibilities:

• Understands the organization's Unified Communications requirements, including multi-channel, on-premises and cloud-based contact center solutions, IVR, ACD, dialers, CRM, VOIP Call Routing, reporting, optimization, and compliance requirements.
• Designs UC solutions to meet the organization's requirements while considering scalability, reliability, performance, and cost-effectiveness factors.
• Plays a key role in planning, development and delivery of contact center solutions using Nice CXone.
• Drive implementation of Nice CXone functionality and iteratively enhance existing configurations overtime.
• Designs integrations with relevant systems.
• Detailed understanding of one or more CRM applications.
• Software development skills with experience using API RESTful/SOAP web services for application integrations.
• Supports in the evaluation of UC technologies and products in the market to select the best fit for the organization's needs.
• ssists in the development and deployment of infrastructure solutions for communications, networking and VOIP.
• Understanding of security best practices and compliance requirements related to unified communications infrastructure, such as HIPAA, ACA, ASCA, GDPR, and PCI.
• s required, participates in on call rotation as part of the Unified Communication's Team responsible for phone systems and networks.
• Understand & Drives Technology Engineering (30%)
• Reports straight or dotted lines Solution Architect, business functional leader to deliver technical solutions in that domain.
• Leads the analysis of the current technology environment to detect critical deficiencies, legacy, and technical debt and recommends improvement solutions. In addition, leads the analysis of the technology industry and market trends to determine their potential impact on the enterprise and the enterprise technology engineering.
• Collaborates with technical, business, and subject matter experts and other architects to develop technology engineering that enables and drives new business capabilities and operating models.
• Drives technologies and approaches to renovate, extend, and transform the existing core technology base and IT estate.
• Defines high-level migration plans to address the gaps between the future and current state, typically in sync with the IT budgeting or other capital planning processes.
• nalyzes & Evaluates Technology (30%)
• Understands, contributes to, and follows established EA roadmap, technology trends, and the practical application of existing, new, and emerging technologies to enable new and evolving business and operating models.
• Guides technology investment decisions based on analysis and evaluation to drive targeted business outcomes while meeting nonfunctional requirements.
• Helps the EA department define metrics to measure and demonstrate technology value.
• ssists with designing the governance, assurance, and standards activities to ensure enterprise technology engineering compliance with projects and products.
• Oversees and facilitates the research, evaluation, and selection of hardware and software technology and product standards and the design of standard configurations.
• Understands, advocates, and augments the business and IT strategies and their outcome and ongoing results, and leads the communication or marketing activities needed to ensure enterprise success and use
• Technical Lead, Collaborates and Deliver Business Outcomes (25%)
• Leads technology change to deliver business outcomes while also virtually leveraging subject matter experts from any other needed technical area.
• Oversees or consults on technology implementation and modification activities (for example, projects and products), particularly for new or shared infrastructure solutions.
• Consult on application or infrastructure development projects to harmonize systems or infrastructure with the enterprise technology engineering and identify when it is necessary to modify the technology engineering to accommodate immediate or future project needs.
• Creates and delivers working, production-ready IT services that agile teams can easily leverage.
• Works closely with product managers, owners, and engineers (e.g., enterprise, business, information, security, and solutions architects) to enable infrastructure agility, scalability, and resilience to support required product needs throughout product life cycles.
• Collaborates with business constituents, other architects, project teams, and staff in various functional IT areas to fulfill the responsibilities mentioned above.
• Documents necessary for enterprise technology engineering design and analysis work, possibly including project postmortem documentation and metric collection.
• Provides technical mentorship to junior associates to increase OSUWMC's intellectual capital.

Requirements:

• Bachelor's degree in computer science, information technology, system analysis, related study, or equivalent experience.
• Preferred at 5+ years of design and implementation experience in IT, with deep knowledge in at least two of the following (or similar) technical disciplines: infrastructure and network design, application development, application programming interfaces (APIs), middleware, servers and unified communications, database management and operations, clustering technologies, virtualization, cloud technologies, and Active Directory and protocols.
• Good understanding of product management, agile principles, and development methodologies; and capability of supporting agile teams by providing advice and guidance on opportunities, impact, and risks, considering technical and architectural debt.
• Experience delivering presentations to senior-level executives and technical audiences.
• Exposure to diverse technical configurations, technologies, and processing environments.
• Skilled at collaborating with SMEs and business owners, following the guidelines, and facilitating decision-making with stakeholders and peers.
• 2+ years of InContact/CXOne experience, providing technical configuration for IVR specific to CXone Studio programming.
• Strong Skills in Applications development, mainly within Web communication and customer engagement technology.
• Basic understanding of front-end technologies, such as JavaScript, HTML5, and CSS3.
• Excellent knowledge of software, application design and engineering, with emphasis on RESTful API engineering.
• Knowledge of voice and video environments.
• Knowledge of Cisco Expressway, Cisco Unified Border Element (CUBE), Cisco IOS Gateways, and Media Gateway Control Protocol (MGCP), and Session Initiation Protocol (SIP).
• Knowledge of VOIP Call Routing integration.
• Knowledge of Cisco Jabber, Cisco Mobile & Remote Access, Cisco Finesse.
• Knowledge of support and engineering of Microsoft Voice platform within M365 space.
• Knowledge of various backend development languages like Java, ASP.Net, and Python.
• Knowledge of various database technologies like MySQL, MongoDB, Microsoft, and Oracle.
• Knowledge of various front-end web development languages like JavaScript, HTML, CSS, and web content sites.
• Knowledge of various aspects of a technology engineering like cloud, integration, network, and security.
• Knowledge of many, if not most, components of an enterprise technology engineering.
• Knowledge of IT service management (ITSM) and Information Technology Infrastructure Library (ITIL).
• Experienced in VOIP Call Routing, ideally Cisco CUBE.
• Experienced in requirement's discovery and analysis, formulation of solution context, identification of solution alternatives and their assessment, technology selection, and design configuration.
• Experience in process development, data and object modeling in a variety of application and database environments.
• Possesses expert level systems engineering skills, client interactions to understand all requirements, and translation of those requirements into optimal business outcomes.
• Knowledge of different modeling languages (such as UML and ArchiMate).
• Knowledge of financial models and budgeting.
• Understanding of information principles and processes.
• Understanding of network and security engineering.
• Understanding and knowledge of system development life cycle methodologies (such as Waterfall, Spiral, agile software development, rapid prototyping, incremental, synchronize and stabilize, and DevOps).
• Excellent analytical and technical skills.
• Excellent written and verbal communication skills.
• Excellent planning and organizational skills.

About Diversified Systems
Founded in 1990, Diversified Systems is an award-winning Technology Services corporation providing all levels of IT project consulting services nationwide. DSI is headquartered in Columbus, Ohio with regional offices in the American Midwest and East Coast. We offer our consultants a number of flexible and competitive compensation benefit packages.

Diversified Systems is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations.

Diversity, Equity and Inclusion
DSI values authenticity and is committed to making sure our employees and partners are valued and respected. At DSI, we believe building a diverse culture is important because we know when people work together, we can achieve better results as a team. DSI realizes that everyone comes from various backgrounds. We celebrate these differences because our employees are our greatest asset as we strive to best meet the needs of those we serve. As part of our ongoing efforts, DSI is focused on advancing equality, diversity, and inclusion by setting high standards to continually evolve our culture. This includes but is not limited to recruiting, community involvement, client delivery, and career development.