*At Securian Financial the internal position title is Infrastructure Consultant*
Overview:
As a member of the Telephony and Contact Center Technologies infrastructure team, you will be responsible for contributing to the design, engineering, implementation, and support of the company’s enterprise telephony services. This includes delivering secure telephony solutions to our associates and contact center workforce to enable business operations spanning office locations across the United States and Canada. The job provides an opportunity for you to be challenged in a fast-paced, agile organized team structure to deliver technology results.
Responsibilities include but not limited to:
Daily operation and support of the telephony infrastructure that provides telephony services, unified communications, DID/Toll-Fee/LD circuits, SIP gateways, and media servers.
Perform telephony architecture design and system integration.
Analyze, define, and document business requirements and technical specs for call flows, data, workflow, logical processes, the system environment including integrations.
Analyze and streamline processes to improve delivery of services.
Analyzes performance of telecommunications network, including usage, load patterns and system responses. Monitors system performance, troubleshoots outages, resolves incidents, and manages vendor partners.
Monitor system licensing, resource availability, allocation, and utilization.
Ensures system changes are documented and go through proper change control processes.
Collaborates with clients, other technology teams in planning for testing software and operating system patches/upgrades.
Performance tuning, optimization, and troubleshooting.
Develops and updates knowledge documentation.
Provide 24x7 On-call Support (24x7)
Develop and maintain written standards and policies, telephony diagrams, technology lifecycle plans from deployment to retirement.
Qualifications:
Engineering, configuration, and support experience for telephony services, unified communications, DID/Toll-Free/LD circuits, SIP gateways, and media servers.
Experience with VoIP technologies such IP endpoints, IP softphone and IP trunks.
Strong understanding of Session initiation Protocol (SIP) and Session Description Protocol (SDP) including understanding the offer/answer model as it applies to SIP.
Strong understanding of troubleshooting TCP/IP networks as they relate to telecommunications, including understanding IP address schemas, gateways, routing, firewalls, VPNs, VLANs, and QoS along with experience utilizing troubleshooting tools such as Wireshark.
System configuration and programming used to administer and manage contact centers.
Experience with a scripting language, such as PowerShell, UNIX shell scripts, Python, etc., with a general understanding of variables, arrays, and subroutines.
Highly motivated, continual learner, and the ability to work independently as well as part of a project team.
Solid analytical, problem solving and collaborative skills.
Preferred Qualifications:
Experience with the following:
Unified Communications and Contact Centers as a Service (UCaaS/CCaaS)
RingCentral MVP
Nice inContact/CXone
Supporting work from home contact center agents
Automated testing solutions, such as Integrated Research or Cyara CX Assurance
Back-end systems integrations via REST APIs
Workforce Management
NLSR or TTS Speech Recognition
Call Accounting
Call Recording
Dial Plan and Phone Number Management
PSTN Carriers
Securian Financial believes in hybrid work as an integral part of our culture. Associates get the benefit of working both virtually and in our offices. If you’re in a commutable distance (90 minutes) you’ll join us 2-3 days each week in our offices to collaborate and build relationships. Our policy allows flexibility for the reality of business and personal schedules. When working in our offices at least two days per week isn’t feasible (vacations, illness, travel, etc.), an eight day per month standard is an option.
**This position will be in a hybrid working arrangement.**
Physical Job Requirements:
Ability to utilize keyboard, mouse and computer for up to 8 hours per day
Ability to work at least 40 hours per week
Ability to utilize telephone for 2-4 hours per day
Ability to perform grasping tasks 2-4 hours per day
Securian Financial has been around for 140 years. We’re committed to giving back to our community, donating 15,000 employee volunteer hours this past year. We also provide extensive resources to our employees for professional development and growth and a number of diverse professional and social opportunities throughout the company. There’s a reason our employees have voted us as a best place to work year after year! In addition:
Generous paid time off. We want you to take time off for whatever matters most to you!
Tuition reimbursement program. We value continuous learning at Securian!
Company-funded pension plan as well as 401K retirement plan – great resources to secure your financial future.
Continuous opportunities for new challenges.
Variety of health plan options as well as dental and vision plans.
Paid maternity/paternity leaves.
Securian Financial Group, Inc. does not discriminate based on race, color, religion, national origin, sex, gender identity, sexual orientation, age, marital or familial status, pregnancy, disability, genetic information, political affiliation, veteran status, status in regard to public assistance or any other protected status. If you are a job seeker with a disability and require an accommodation to apply for one of our jobs, please contact us by email at Employment@Securian.com, by telephone 651-655-5522 (voice), or 711 (Relay/TTY).
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