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Lead Contact Center Engineer

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Lead Contact Center Engineer

  • Central Location, Orlando, Florida, United States, 32821
  • Full Time

Go Put the World on Vacation

 

At Travel + Leisure Co. our goal is simple: to put the world on vacation. We’re the world’s leading membership and travel company, with a portfolio of nearly 20 resort, travel club, and lifestyle travel brands. Our global team of associates brings hospitality to millions, turning vacation inspiration into exceptional travel experiences through our products and services: Wyndham Destinations, the largest vacation ownership company with 230 vacation club resort locations across the globe; Panorama, the world’s foremost membership travel business that includes RCI, the largest vacation exchange company, along with industry-leading travel technology, and membership travel brands; and Travel + Leisure Group, offering travel products and services all inspired by top online and print travel content, including travel booking platform BookTandL.com, subscription travel clubs and branded consumer products.

The Contact Center Lead Engineer provides senior engineering support and project consultation for the design, development and implementation of contact center solutions within a complex multi-location, multi-national, and multi-vendor infrastructure.  This position requires a very high level of technical knowledge or ability to integrate at a high level, the knowledge of several areas, manages and provides technical leadership of projects involving large-scale, complex and highly analytical tasks.   Must be knowledgeable with resourcefulness to accomplish goals and objectives, and in applying concepts, plans and strategies which may deviate from traditional methods and practices. 

This position has knowledge of WAN/LAN technologies including VoIP/SIP call routing technologies and protocols. Working knowledge of TCP/IP protocol, windows servers, network switches, firewalls, DNS, Citrix Desktop environments.

Core responsibilities include analyzing existing and proposed telephony and contact center telecommunication environments and applications while proactively identifying areas of needed improvement.  Collaborate with business to design Cloud Contact Center solutions.  Collaborate with other technical teams to design and support contact center platforms globally as well as ensure current and proposed solutions are consistent, compliant and well-integrated with existing applications.

Position requires strong internal client facing skills along with strong verbal and written communication skills.

This position must maintain high level understanding and knowledge of the company’s applications, telecommunications and data system integration and must be able to understand changes needed within the environment in order to anticipate business, customer, cross-system, cross-process, and cross-project impacts.  The ability to interact with vendors to locate opportunities and improvements as well as drive resolution will be frequent.  Role may be assigned other tasks as required to support the overall shared services and organizational goals. 

Position will be required to carry a company issued smart phone in order to provide on-call support as required. 

Responsibilities include, but are not limited to:

  • The position will work closely with our engineers, analysts, IT peers, outside vendors, outside expert resources, internal technical and business resources to evaluate, develop, and propose innovative new technologies including CCaaS and UCaaS options, financials and risks, methodologies, processes, and other improvements aimed at improving the effectiveness of the organization. Assist in gathering and documenting business requirements.

  • This position maintains expert level understanding and knowledge of the company’s applications, telecommunications and data system integration and must be able to understand changes needed within the environment in order to anticipate business, customer, cross-system, cross-process, and cross-project impacts.

  • Be accessible 24x7 to support the telecommunications infrastructure team to minimize the impacts of incidents, changes, upgrades, and installs on the function of the business and/or the contact center.

  • Performs other duties as needed

Minimum Requirements and Qualifications
Education

  • Bachelor’s Degree in Computer Information Systems, Telecommunications, or related technical field and/or related experience with 7+ years of experience including 2 years of CCaaS experience.

Training requirements

  • Any advanced telecommunications certification preferred.

Knowledge and skills

  • Excellent oral and written communication skills, ability to work long hours under pressure during system outages and implementations. 

Technical skills

  • Expert level technical expertise in contact center systems and management of complex telecommunications environments and infrastructures. 

  • Experience with multiple voice and call center technologies such as but not limited to Cisco, Avaya, Aspect, hosted cloud providers, voice gateways, voicemail, call recording and analytics, and ancillary support systems. 

  • Outbound Dialer development and support experience.

  • Experience with IVRs, performing design, development and support functions, including VXML, Java, and JavaScript development.

  • Knowledge of WAN/LAN technologies and VoIP/SIP call routing technologies and protocols, including working knowledge of TCP/IP, SBC, Windows and Linux servers, switches, firewalls, and DNS.

  • Experience leading End to End testing and validate

  • Proven ability to perform coordination and problem isolation and remediation

  • Some experience leading and directing others.

Job experience

  • 7 or more years of experience in the support and development of solutions within complex contact center enterprise environments.

  • 2 or more years of experience in the analysis, design of and transition to CCaaS environments

Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

A World of Inclusion

Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to mycareer@wyn.com, including the title and the location of the position for which you are applying.

Job Requisition: R-21929

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