Associate Telecommunications Engineer- Salt Lake City Office

If you're passionate about building a better future for individuals, communities, and our country-and you're committed to working hard to play your part in building that future-consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

Job Description

Primary Responsibilities:

• Creates, changes, and removes users, groups, and roles in Genesys Purecloud.

• Deploys new contact center technology.

• Troubleshoots and maintains corporate contact center related systems.

• Escalates incident resolution.

• Creates, changes, and removes Genesys Purecloud contact workflows and IVRs.

• Performs call detail reporting, administration, and data analysis.

• Proactively monitors platform uptime and issues.

• Maintains responsibility for deployment of ACD, skills-based routing, and reporting for all contact centers at the University.

• Assists with data integrations between Genesys Purecloud and CRM systems, as well as CTI integrations.

• Participates in planning and design of contact center initiatives.

• Assists management with vetting, selecting, and implementing new telephone solutions and additions.

• Performs other job-related duties as assigned.

Knowledge, Skills, and Abilities You'll Need to Be Successful:

• Familiar with contact center implementation and administration
  Understanding of cloud-based contact center and associated data, reporting, and APIs

• Ability to interface with internal departments, vendors, and customer organizations to see any technical issue through to completion.

• Ability to act as a strong technical resource on customer facing projects

• Self-starter with a strong initiative, who can work autonomously under tight deadlines

• Ability to utilize strong problem-solving techniques to trouble-shoot and achieve efficient problem resolution

• Excellent verbal and written communication skills

• Strong customer focus

• Understanding of Qos standards and policies

• Excellent interpersonal skills and the ability to work within all levels of the organization

• Demonstrated project management skills

• Ability to work with a team, communicate, present, and facilitate

What You'll Bring (Minimum Qualifications):

Education:

• Associate's Degree

Experience:

• 1 year of experience in contact center administration

• Experience with cloud-based telephony, CTI, SIP/VoIP phones and protocols. Qos, IVRs, and call recording

• Solid understanding of contact center/telecommunications concepts

Experience in Lieu of Education:

• Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.

Bonus Points for (Preferred Qualifications):

• Bachelor's Degree in Telecommunications, Networking, or a related field

• 3 years of experience in contact center administration

• Genesys Certified Associate certification

• Experience with Agile, Scrum, and/or ITIL methodologies

Work Location/Travel:

• Salt Lake City Office: This is an in-office role four days per week, with Fridays designated as a work-from-home day. Candidates must live within a 50 mile radius of 4001 S 700 East, #700 Salt Lake City, UT 84107.

• This position requires occasional travel of up to 20%, including required attendance at designated company summits (typically one to two per year). Additional travel may include conferences, visits to company locations, and other business-related events as needed. Additional travel may be assigned as needed to support business requirements.

Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

What to Expect:
We thoughtfully review every application and invite forward the candidates whose experience and potential best align with the role and our mission. If selected, you'll hear from a recruiter who will guide you through the process and help you know what to expect at each stage. We aim to communicate decisions promptly and respectfully.

Here's what that typically looks like:

• Introductory phone screen (~ 30 minutes): We'll walk you through who we are at WGU, what you'll do in this role, and learn about your relevant experience.

• Hiring Manager Interview (~ 45 minutes): Dive deeper into your skills and how you'll contribute to the team.

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Position & Application Details

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It's not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.