Sr. Network Voice Engineer – Shipboard Systems

The Sr. Network Voice Engineer – Shipboard Systems will focus on providing technical support for Disney Cruise Line’s telecommunications systems aboard its fleet of ships, islands, and world-wide ports. The role requires knowledge of both TDM and IP telecommunication configurations and related components within a hospitality environment.

ROLE RESPONSIBILITIES

• Provide technical support, administration, configuration, and optimization of telecommunications systems and services for Disney Cruise Line fleet of ships, islands, and world-wide ports
• Provide tier 1, 2 and 3 support for telecommunications systems consisting of Cisco PBXs, HMS, wireless DECT systems, wiring, and legacy adjunct systems
• Analyze, diagnose and resolve issues related to telecommunications systems’ software and hardware; effectively partner with shipboard engineers, vendors and internal partners as needed
• Perform tier 1, 2 and 3 troubleshooting and provide support for satellite, tie line and onboard communication services; effectively partner with service providers for problem resolution
• Maintain communication with management and shipboard engineers on all issues, including critical and widespread outages
• Responsible for medium to large projects, as assigned; ensure success of projects by effectively partnering with telecommunications vendors and internal stakeholders, coordinating and directing activities related to project goals and completion, providing project reports, and documenting project status and related information
• Ensure all maritime safety and security protocols related to telecommunications systems and services are consistently maintained
• Partner with shipboard teams to develop, design and implement complex programming and routing within ACD and non-ACD environments
• Conduct health checks and annual audits of shipboard telecommunications systems; review and analyze results
• Provide shipboard teams with technical training relative to telecommunications systems, equipment, features, and functionality
• Foster and maintain effectual relationships with telecommunications vendors and internal partners relative to the procurement of telephony products and services
• Develop SOGs and other documentation relative to telecommunications procedures, processes and troubleshooting as needed
• Maintain a current and thorough knowledge of supported hardware, software and solutions, wireless and satellite technologies, wiring, and diverse telecommunications services, as well as, business and application functionality to effectively service and support shipboard teams’ needs
• Learn and master configurations, programming, administration, call routing, and end user interfaces of new hardware, software, applications, and services
• Open, manage and close service request tickets for support activities; provide monthly service activity report for all tickets
• Provide 24x7 technical support as needed for shipboard operations

BASIC QUALIFICATIONS

• Minimum 5 years’ experience configuring, implementing, and supporting VOIP platforms or systems of related Telecommunications administration and programming experience or equivalent
• Minimum 5 years’ experience supporting Cisco Unified Communications Manager/Contact Center Express and related adjunct systems in a multi-site environment
• Demonstrated strong analytical, organizational, and decision-making skills
• Demonstrated troubleshooting and problem resolution skills
• Proven ability to develop and analyze complex telephony programming
• Desire to learn new telecommunications platforms and systems for support purposes
• Demonstrated exceptional interpersonal skills with the ability to foster and maintain effectual relationships with stakeholders and users
• Proven technical support provider with a strong passion for delivering service excellence
• Demonstrated technical knowledge of telecommunications and call center systems, services, applications, and operations
• Proven ability to read and interpret technical documents such as installation manuals, safety rules, operating and maintenance instructions, and procedure manuals
• Ability to conduct one-on-one and small technical training classes for Shipboard Officers and Engineers
• Demonstrated proficiency in Microsoft Office including Word, Excel, Power Point, and Visio
• Excellent oral and written communications skills
• Proven ability to be a self-starter with minimal supervision and follow-up
• Proven ability to effectively prioritize assignments while working in a fast-paced environment with tight deadlines
• Proven strong sense of urgency and attention to detail
• Proven team player with the ability to work effectively with all levels of Cast and Crew Members

PREFERRED QUALIFICATIONS

• Proven knowledge of Disney Cruise Line's shipboard telecommunications operations and organization
• Proven knowledge of Hotel Management Systems (HMS) and integration with a PBX system
• Proven knowledge of carrier or satellite telecommunications systems

REQUIRED EDUCATION

• Bachelor’s degree in Telecommunications, Computer Science, Engineering or related technology field

PREFERRED EDUCATION

• Current Specialist or Professional Cisco Collaboration certification

ADDITIONAL INFORMATION

• Able and willing to work flexible hours, including weekends, nights and holidays
• Domestic and international travel will be required