Systems Engineer - Avaya Telco

Harley-Davidson Financial Services (HDFS), a wholly-owned subsidiary of Harley-Davidson, Inc., offers a wide range of financial products and services to motorcycle enthusiasts and Harley-Davidson dealerships. Products available to consumers include financing on motorcycles, MotorClothes?, and parts and accessories; cycle insurance; and extended service plans for Harley-Davidson? motorcycles. HDFS manages over $2.2 billion in customer and dealer loans.

We are currently seeking a Systems Engineer - Telco for our IT Department.  This position provides Tier I and II on site Telecommunications (Telco) support for the Plano office, with a special focus on call center applications and technologies.  These technologies include ACD, IVR, Call Monitoring, Predictive Dialers, and CTI functionality.  Will assist the Telecommunications Manager and Systems Architect with Voice system administration functions, including provisioning, installation, maintenance, technical support, training, and problem resolution.  Will develop strategic Call Center solutions that are operationally efficient.

 

 

Primary Responsibilities include but are not limited to:

?  Monday through Friday Telecom support

?  Production on-call Support (rotating on-call support with other Telco team members) 7 days per week including holidays

?  Some weekend work required.  (Saturdays and Sundays)

?  Proactively monitor Telco systems and connections and will notify senior staff of potential issues, capacity changes, and telco equipment performance issues.

?  Complete administrative tasks, status reporting, etc. as required by supervisor.

?  Other duties will/may apply as required.

?  Create written documentation of voice architecture and support policies

?  Create and maintain hardware and software inventory

 

A successful candidate for this position will have:

?  3+ years experience in call center development and management.

?  Experience including but not limited to the design, implementation and support of telecommunications environments.

?  Detailed knowledge required of the following technologies: Avaya PBXs, Avaya Audix Voicemail, Avaya ACD, Vectoring, Avaya CMS, Avaya IVR systems, Auto Attendants, CTI, and Call Accounting. NICE Voice recording and Predictive Dialers.

?  Should have some understanding of punch-downs and cable management.

?  Ability to troubleshoot carrier services (DS3-T1, POTS etc.,) and complete phone moves, add or changes.

?  Bachelor?s degree (B.A. or B.S.) in Computer Science or a related field or comparable experience preferable.

 

HDFS is an equal opportunity employer, and offers an excellent compensation and benefits package with medical insurance that includes dental, vision and prescription cards, 401K plan, tuition reimbursement, and an employee stock purchase plan

Please e-mail resumes with a letter describing your interest and qualification for the position to HDFS-Plano.jobs@hdfsi.com or fax to 972.801.4096. EOE.