Corporate Voice Network Engineer III - Kalispell

$93,784 yearly
  • Glacier Bank
  • Kalispell, MT, USA
  • May 06, 2024
Full time Banking Information Technology Installation-Maint-Repair Telecommunications

Job Description

About The Role

Summary

The Corporate Voice Network Engineer III provides subject matter expertise in the design, development, support, and maintenance the organization's Voice Communications infrastructure. Core responsibilities include design data verification methods, disaster recovery, and archive solutions. The position will work with the Glacier Bancorp business units, internal Technology departments, and vendors to develop and deploy solutions that meet the business technology needs. They will propose and implement system enhancements (both software and hardware updates) that will improve the performance, reliability, and scale of the system; as well as provide adequate documentation on the proposed solutions. This position will exercise discretion and independent judgment overseeing the architecture, development, testing, documentation, and engineering support of key Voice Communications systems and support development ensuring a segregated test environment prior to promoting new products and services to production. The position proactively works with internal information service teams in improving voice systems and network uptime and engineering level support and collaborates with cross-functional teams to identify and design strategic solutions and data services.

Duties and Responsibilities

Voice Communications Engineering

  • Stay current with Voice Communications product and industry trends, working with project and engineering teams, business partners and suppliers to continually improve and align GBCI’s Unified Communications (UCC) strategy with GBCI business leadership priorities as well as other GBCI IT strategies and practices. Provide the design, installation and deployment of technology components from UCC vendors such as Avaya, Cisco, Microsoft and Polycom, as well as managing mission critical telecom circuit provider business partners.
  • Collaborate with GBCI IT architecture and engineering functions, including business analysis and information security teams to better understand and meet Voice Communications needs and goals of GBCI Divisions, through service and process improvements.
  • Ensure all Voice Communications is kept current and accurate including system configurations, dependencies on supporting infrastructure as well as circuit and service provider information.
  • Support overall GBCI IT governance policies such as Change and Incident management, including directing and mentoring Voice Network Administrators to do the same.
  • Create configuration, deployment guideline and standards, ensure admins adhere to and indorse GBCI Voice Communications standards.
  • Assist NIT leadership with vendor management with relation to projects, support, and service delivery.
  • Report service quality, bandwidth, latency, system capacity, licensing, and uptime metrics.
  • Report on and drive resolution for issues related to standards and process inefficiencies and other opportunities for continual improvement.
  • Carry out technical strategy in the deployment of complex Voice Communications systems, as well as contributing to technical solutions and administrative maintenance.
  • Implement critical projects in support of a wide range of complex applications that rely on Voice Communications functionality.
  • Upgrade, maintain, perform migrations, and proactively monitor critical Voice Communications systems.
  • Install new software releases and system upgrades, evaluate and install patches; and resolve software related problems, including working with software vendors on support tickets as needed.
  • Contribute to and participate in the ongoing development and implementation of the company’s cloud strategy.
  • Maintain data files and monitor system configuration to ensure data integrity.
  • Assist with management of backups; perform system backup and recovery

Service Delivery and Project Support

  • Adhere to information security policies and promote information security within IT and among the banks. Support and promote the use of ITIL governance processes, including incident, problem, change, release, and configuration management. Participate and contribute in identifying standards, tools, and methods that IT should follow for proper internal control and governance processes.
  • Support project success by contributing to project teams, completing assigned responsibilities by agreed deadlines, and effectively communicating with the project team.
  • Identify, recommend, and coordinate process improvements within and across related departments to increase efficiency and improve service delivery.
  • Provide the vendor management, evaluating product roadmaps and planning for key changes to ensure GBCI maintains proactive capacity plans to sustain expected corporate growth. This also includes evaluating new features and capabilities of UCC products and services and advising through IT leadership how such resources could benefit GBCI.

Escalated Incident Support

  • Respond to escalated support needs such as complex or major incident resolution and broad scale change requests for UCC systems and services. Monitor systems & responding to IT incidents.
  • Collaborative troubleshooting with other teams including cross-functional diagnostics, metrics and log review for UCC devices and workloads.
  • Operates with a degree of autonomy and self-direction, such as bringing concise technical problem statements to the team manager and colleagues, initiating proactive changes, leading design reviews, and otherwise serving as a Subject Matter Expert (SME).
  • Supports the team manager by providing support to the Voice Network Admins, from time to time, so that the admins regularly, consistently, and proactively perform appropriate monitoring, maintenance, support, and optimization of UCC systems and services to meet established business needs, as well as serving as the intermediary point of escalation for the admins in resolving support challenges.

Voice Technology Stewardship

  • Monitor, guide and support the day-to-day activities of the Voice Technologies Team
  • Perform periodic carrier service level reviews
  • Help maintain a positive working environment for the Voice technologies Team
  • Provide management input to the Network Infrastructure Team manager

Bank Acquisitions

  • Function as the primary voice technologies resource for bank acquisitions.
  • Design and execute the voice integration plan for banks that GBCI has acquired.

Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Must complete the assigned online training courses and achieve a passing score by due date.


About You

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

Required/Preferred

Education Level

Description

Required

Bachelor’s Degree

Information Systems, Information Technology, Computer Science or related field.

Experience

Required/Preferred

Experience Level

Description

Required

7 years

Increasingly responsible professional work experience in voice communications, computer science, information systems, or information technology.

Required

7 years

Architecture and design, installation and deployment of technology components from UCC vendors such as Avaya, Cisco, Microsoft and Polycom, as well as managing mission critical telecom circuit providers.

Required

7 years

Vendor management, evaluating product roadmaps and planning for key changes to maintain capacity. This also includes evaluating new features and capabilities of UCC products and services and advising IT leadership.

Required

5 years

Supporting team manager by providing support to the Voice Network Admins, in their efforts to perform appropriate monitoring, maintenance, support, and optimization of UCC systems and services to meet established business needs, as well as serving as the point of escalation for the admins in resolving support challenges.

Required

Knowledge Of

Previous engineering experience and/or subject matter expertise of these technology stacks and ideologies:

  • Unified Communications – Avaya, Cisco, Microsoft and Polycom
  • Voice Communications Offerings – IVR, Call Center Design, Call Routing, E911, H.323
  • ITIL Service Management Strategy
  • Voice Communications Carrier Strategy and Offerings – SIP, DID, PRI,
  • Carrier Vendor Management
  • Networking Technologies – WAN/LAN, IP Routing, QoS

Preferred

3 years

Management or leadership experience experience in providing stewardship in the support and design of voice technologies

Would an equivalent combination of relevant education and work experience be considered?:  Yes

License/Certification

Required/Preferred

License/Certification

Description

Preferred

Multiple Certifications

Various Avaya certifications. ACA or ACIS or ACSS or ACS or ACE or ACSA certifications are highly preferred.

Required Skills and Abilities

·         Employee must be capable of interacting calmly and professionally with a variety of people from diverse backgrounds at various levels within and outside of the organization.

·         Ability to present ideas in user-friendly language.

·         Employee must be a team player with a passion for customer service and a proven ability to build rapport and work effectively with employees at all levels of the organization.

·         Ability to serve as a backup for other staff members in a mutually supportive team work environment.

·         Ability to adapt to change (e.g. shifting priorities, demands, and timelines) through time management, analytical, and problem solving skills.

·         Employee must be a self-starter with ability to take ownership and accountability of all roles and responsibilities with minimal supervision.

·         Employee must be capable of regular, reliable, and timely attendance.

 

Additional Requirements

Travel

Up to 10% travel required: (e.g. 2 days/month) by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Travel will be necessary to conduct the duties of this job, and the employee must have the ability to drive and have proper licensing.

Working Conditions

Environment:  Indoors, a climate-controlled shared work area.

Noise Level:  Moderate noise; not extreme or excessive; within reasonable limits.

Lifting:  Medium work: Exerting up to 50 pounds of force occasionally, and/or up to 25 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

Vision

Close visual acuity to prepare and analyze data and figures, view a computer terminal, and read the computer screen, printed materials, and handwritten materials.

Physical Activities

Frequency

Balancing: Maintaining body equilibrium to prevent falling and walking, standing or crouching on narrow, slippery, or erratically moving surfaces.

Infrequent – rare.

Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms.

Infrequent – rare.

Crawling: Moving about on hands and knees or hands and feet.

Infrequent – rare.

Crouching: Bending the body downward and forward by bending leg and spine.

Infrequent – rare.

Feeling: Perceiving attributes of objects such as size and shape, temperature or texture by touching with skin, particularly that of the fingertips.

Infrequent – rare.

Fingering: Picking, pinching, typing or otherwise working primarily with fingers rather than with the whole hand as in handling.

Daily.

Grasping: Applying pressure to an object with the fingers and palm.

Infrequent – rare.

Kneeling: Bending legs at knee to come to a rest on knee or knees.

Infrequent – rare.

Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to position.

Infrequent – rare.

Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.

Infrequent – rare.

Pulling: Using upper extremities to exert force in order to draw, haul or tug objects in a sustained motion.

Infrequent – rare.

Repetitive Motion: Making substantial movements (motions) of the wrists, hands, and/or fingers.

Daily.

Stooping: Bending body downward and forward by bending spine at the waist.

Infrequent – rare.


What We Offer

COMPENSATION & BENEFITS: Starting salary is dependent upon relevant experience and may vary based on the geographic location of the position. We offer an extensive benefits package that includes, but is not limited to medical, dental, vision, and life insurance, a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a 401(k) retirement savings plan, discounts on banking products and services, Paid Time Off (PTO) and holidays. Visit our website for more details!

COMPANY OVERVIEW: We are a family of banks whose unique local presence reflects the communities we serve. We welcome the opportunity to grow and change as our customers and communities do the same. Read our story, learn about our banks, and experience life at Glacier Bancorp, Inc. all from our website. Check it out! 

We are an Equal Opportunity Employer and qualified applicants or employees will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable federal, state or local laws.