SR Telephony Engineer I

Fueled by our shared passion and expertise, CDW delivers innovative technology solutions for our customers. We're also committed to fostering an environment that embraces collaboration, celebrates integrity, inclusivity, and individuality, and paves the path for personal and professional growth. Experience a life in balance and join us on the journey forward.

Job Summary

The Senior Telephony Engineer I is responsible for providing support for CDW's telephony systems, including installation, configuration, deployment, monitoring, and maintenance. They will ensure uninterrupted access to CDW's voice, contact center, and video telecommunication platforms and act as a subject matter expert in WebEx suite video teleconferencing.

What you will do:

• Perform operations, installation, and maintenance tasks for local, off-site, and remote locations.
• Recommend, analyze, evaluate, and maintain CDW's telecommunication and video systems.
• Implement and test telecommunications software solutions.
• Be a subject matter expert in WebEx suite video teleconferencing (calling, meetings, messaging) delivered through WebEx App and managed via Control Hub.
• Provide customer training on telecommunications features and functionality.
• Lead analysis, acquisition, and installation of remote hardware and software, interfacing with internal/external customers and vendors.
• Create Business Continuity Plan for CDW Telephony platforms and lead continuity planning reviews and tests.
• Identify technical direction, lead evaluation and selection of new software and hardware.
• Ensure functionality of telecommunications monitoring for service failures and performance problems.
• Coordinate with Telephony Team for Level 3 support of complex issues.
• Plan changes, coordinate with the team, and acquire necessary approvals from the change advisory board.
• Install operating systems and security patches.
• Assess vulnerabilities and maintain security compliance of telephony voice and video solutions.
• Work off-hours and weekends as instructed by the business.
• Participate in a rotational on-call schedule.
• Provide advice and guidance on operational issues and mentor lower-level engineers.
• Collaborate with business owners to meet project requirements.
• Coordinate with vendors to troubleshoot and repair outages.

What we expect of you:

• Bachelor's degree in telecommunications or related field, or equivalent experience required.
• Minimum of 5+ years' experience in software/hardware, voice/video, network design, and analysis.
• Broad knowledge of voice, data and video communications systems, dial plans, switching architecture, infrastructure support and maintenance, contact center scripting, and wiring.
• Expert knowledge of TCP/IP, QoS, SIP signaling, and call flow.
• Advanced experience with Telecom Carrier services; ordering, installation, and troubleshooting.
• Expert knowledge of VoIP technologies and actual implementation / support experience.
• Expert knowledge of (but not limited to) voice, contact center, and video platforms.
• Advanced knowledge of CUCM, UCCE, CUBE, Expressway, Jabber, WebEx App, Control Hub, video tele-conference (VTC).
• Advanced audio/video knowledge of training/conference room integration along with support of the hardware and software.
• Possesses specialized knowledge in one or more aspects of the telecommunications, inter-networking, data network, and CTI/VVID fields and may have specialized knowledge in one or more of the following areas: routing and IP telephony integration for CTI/VVID converged networks.
• Ability to lead complex projects with minimal assistance.
• Ability to communicate effectively and constructively with coworkers and executives at all levels.
• Strong documentation skills with impeccable attention to detail.
• Strong troubleshooting skills.
• Project management experience required.
• CCNP, CCIE, or Collaboration certification, a plus.
• Experience with Microsoft tools such as Outlook, Word, Excel, Visio, OneDrive, SharePoint, Teams, a plus.
• Experience with ServiceNow, a plus.

About us
We make technology work so people can do great things.

CDW is a Fortune 500 technology solutions provider to business, government, education, and healthcare organizations across the globe. At CDW, we make it happen, together. Trust, connection and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're your long-term, full-stack, full-lifecycle technology partner. We have the experience, expertise, scale, relationships and deep industry knowledge to bring just about any vision to life. Together, we can deliver the full promise of what technology can do. Together, we Make Amazing Happen.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.