Telecommunications Infrastructure Engineer

“We create happiness.” That’s our motto at Walt Disney Parks and Resorts and it permeates everything we do. At Disney, you’ll help encourage that magic by enabling our teams to push the limits of entertainment and build the never-before-seen! Are you ready to join this team and make your impact?

This Telecommunications Infrastructure Engineer will focus on telephony Infrastructure design and support for multiple Disney Signature Experiences (DSE) domestic and international locations. This role requires a solid knowledge of core voice, data, services, and architecture of voice and associated SIP related networks, including design, deployment, and support.

This role will require time spent providing 24/7 support with possible domestic and international travel including overnight stays.

This role will report to Manager, Telecommunications.

This is a full-time role.

You Will:

• Support Disney Signature Experiences technology: Avaya hardware and configuration, carrier and network services, Genesys Cloud CX, including Oracle and Avaya Session Border Controllers.

• Perform level 2 and 3 troubleshooting and support for PBX/contact center environment; including but not limited to, major PBX alarms, hardware/software problems, application, carrier and network issues, and wiring

• Manage SBC and SIP-From-Carrier solutions and perform level 1 and 2 troubleshooting. Understand and apply network monitoring tools to perform level 1 and 2 troubleshooting

• Provide technical and project management support during upgrades, new system implementations and special projects

• Interpret project plans and specifications; lead all work provided by external vendors. Anticipate any potential issues with the project through quick responses and proactive critical thinking

• Act as a technical liaison with vendors and internal IT partners, as well as, a technical resource for telecommunications support team to ensure successful project delivery and implementation

• Ensure the successful technical, schedule, and financial performance of projects in accordance with contractual requirements and Company policies, procedures and guidelines

• Ensure all systems/applications meet Disney mandated IT security standards and life cycle requirements to mitigate risk and maintain compliance

• Continuously review and improve system performance, identifying and addressing any potential risks or issues

• Develop, maintain and update documentation relating to telecommunications infrastructure; provide Telecommunication team with information, reference material and job tools for systems/applications as needed to effectively run day-to-day operations and support end-users

You will have:

• Minimum of 3 years’ relevant telecommunications infrastructure support and project management experience involving multiple technologies in a multi-site environment and working directly with Avaya suite of products including PBX, AES, SIP Server, Session Manager, and contact center solutions

• Minimum 1 year contact center technology project management, deployment and support experience

• Demonstrable understanding of telecommunication and IT technology: infrastructure, PBX, contact center, carrier services, networking, and LAN/WAN technology, QoS and bandwidth analysis; jitter, diagnosing and tuning

• Proven solid understanding of TCP/IP, DNS, DHCP, NTP, TLS, SRTP and other network protocols and understanding of Disney IT security processes and procedures

• Demonstrated computer proficiency within a Windows environment including Outlook, Word and Excel

• Must possess strong creative, analytical and quantitative skills with strong problem-solving abilities along with strong organizational skills with attention to detail and accuracy. Proven strong business communication, writing, and interpersonal skills

• Proven ability to work both collaboratively and independently while maintaining a high level of productivity and successfully manage/ foster relationships with internal collaborators, partners and vendors

• Proven commitment to providing outstanding service to executives, customers and end-users while maintaining a high level of professionalism and managing multiple priorities in a fast-paced environment with tight deadlines

• Ability to work flexible hours, including weekends, nights and holidays and nationally/internally with a US Passport for international travel

Preferred Qualifications:

• Advanced knowledge of MS Office products, running and interpreting WireShark and other network captures.

• Experience with server hardware, VMware, Windows Server, Linux

• Experience with Genesys Cloud CX platform supporting voice, chat and email interactions

• Experience with Service-Now

• Knowledge of Call Recording solutions and Encryption

Education:

• Associate’s degree in Telecommunications or related technology field

Preferred Education:

• Bachelor’s degree or equivalent

• Avaya Certification

• Genesys Certification

• CompTIA Certification

• ITIL Certification

Additional Information:

Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities, and special extras that only Disney can provide. Learn more about our benefits and perks at https://jobs.disneycareers.com/benefits.

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