Top Contact Center Executive jobs in Richmond, VA

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Accountable for infrastructure tool and/or service designs within one or more technical domains that enable business strategies in accordance with architectural governance, standards and policies. Facilitates deployment of tools and/or services by leading other Infrastructure engineers in solution development, in addition to the development and maintenance of templates, playbooks and automation to be used during implementation. Demonstrates a high level of technical expertise within one or more technical domains. Demonstrates the ability to decompose issues or objectives into units of work that can be assigned to other team members. They advocate and advance more efficient solution delivery practices and evangelize great design, engineering and organizational practices.

The role of the Data Center and DMZ Network Implementation Engineer is to provide technical implementation services to support the evolution and ongoing support of the IP Network in response to projects (all types), upgrades, service and feature enhancements and for remediation/break-fix services. The work is always in alignment to the current and approved architectural, roadmaps, technology standards and templates, governance and change management policies set forth by the firm. While the role primarily has an implementation and validation engineering focus, a strong understanding of design engineering concepts is required.

This role also provides senior networking technical support to Network Operations and partners with the Design and Architecture Engineering teams. An understanding of the role of Operations; troubleshooting practices and the use of proactive and reactive tools is important to the Data Network Implementation Engineers role. They must be mindful of how their role impacts the firms business and reputation. Concepts such as driving value, always delivering quality, and understanding how their work impacts service resiliency (C&R) are important. Understanding risk and having strong decision-making skills on assessing risk to the production network is essential to the success of the Network Implementation Engineer.

This role is part of a global solutions and service delivery organization. This position will interface with several collaborators; internal and external customers/suppliers/providers; architecture, product engineering, product management, finance and business management and operations teams. At times, they may interface with various levels of senior management. Strong written, verbal and presentation skills are a must. The candidate must be able to work on their own and successfully in team settings of various sizes and locations. Adherence and use of standards, product sets, templates, systems, and artifacts are important to the success of the engineer, the department, and the firm at large.

The technology areas of focus for the role includes:

• Data Center and end user networks, public and private Network Transport and Optical systems and emerging technologies (Switched-Ethernet, LTE, etc.)

• Corporate/Branch and Building Networking including Wireless

• Knowledge in related technology areas such as Voice and Voice over IP (VoIP) solutions is a plus

• Network Appliance, Video and Unified Communications knowledge are important

Key Responsibilities:

• Candidate must understand how designs turn into Implementations that are based upon standards and defined strategies

• Works with Design and Architecture Engineering in a knowledge sharing capacity in support of the teams adoption and successful delivery of technology (new), systems or process changes

• Plays a strong role in project delivery lifecycle management. Partners with the Design Engineering team to create Detailed Implementation Plans for all design, Test and Accept criteria, Back-Out and Validation plans and procedures. Adheres to Project Close-Out practices such as asset tracking, inventories, chargeback, documentation and the related systems, tools, and process updates

• The Implementation Engineer stands between the project manager, design engineer and operations. They support initiatives as they transition between design, implementation, and operations. They are active in all phases as an SME to support, solve program and facilitates decision making. The goal is to help the orderly and timely execution of projects and initiatives in an optimal, strategic, and low risk way

• Role performs Q/A function prior to every implementation project. Reviews a design and understands how it is based upon standards and how it matches to the commission details (installation, turn-up)

• Any questions must be reviewed with the Design Engineer

Required Skills:

• Minimum of 10 to 12 years experience in Data Networking-related disciplines in design, operate and implementation services

• Cloud or SDN knowledge and experience

• Strong CISCO NSO experience and general experience in Network Automation tools and processes

• Design, Implementation, Support Data Center SDN; ACI/NSX, Arista CloudVision

• Design, Implementation, Support SDWAN is required, preferred if on Cloudgenix

• Strong Automation Skills Expect, Rancid, REST/SOAP

• Software development experience, should think like a software developer

• Strong knowledge of Network Security

• Adhere to global design authority processes and procedures

• Demonstrate good computer skills and the use of various applications such as MS Office, MS Visio

• Ability to assemble professional documents and artifacts

• Have extensive knowledge and experience using (both reactively and productive) advanced tooling. It includes but is not limited to Sniffer/wire Shark, Prognosis, Scripting, SolarWinds, HP NA/OpsWare/OpenView

• Application experience with an innovation mind-set and how it impacts how engineering work gets done is important

• Coding and application design experience

• Responsible for the quality of the service outputs of his/her work

• Voice/VoIP/UC and Video knowledge (understanding of VoIP/UC systems (i.e., Cisco CUCM, AVAYA Communications Manager, Microsoft LYNC and Skype for Business)

• Experience in process re-engineering and work styles such as ITIL, Six Sigma, MOF/MSF

• Organized and detail oriented; must have a strong technical acumen

Desired Skills:

• Leadership: Self-starter, self-directed and shows initiative

• Focused on execution, delivery, and commitment to dates

• Can tie strategy and actions to business impact and results

• Demonstrates ownership: Is accountable and can hold others accountable (professionally)

• Strong written and verbal communications skills

• Ability to communicate and influence upward as well as laterally

• Crisis Management experience

• Ability to partner with others for the good of the initiative

• Bachelors degree in engineering, computer science, related field and or technical training

• Wireless LAN: Aruba preferred

• Industry Certifications in CCDP, CCNA, CCNP, and CCIE

• Associated certifications JUNOS/JNCP, Arista, Cisco CCVP, and CCIP-Voice

• Strong skills in Scripting required; Python, Ansible, PowerShell

• Strong Automation Skills Expect, Rancid, REST/SOAP

• Experience working in an Agile environment

• Strong background in IT service delivery role (engineering support for projects)

• Experience in various equipment manufacturers including, but not limited to CISCO, Juniper, Arista, Brocade, EMC

• Financial services (Insurance, Banking, Investment banking)

• Knowledge and experience in Software and Systems Application and design (Linux, UNIX, etc.)

• Has participated in design and/or implementation of major IT projects

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