JOB TITLE:  Sr. Network Voice Engineer

JOB SUMMARY:  The Sr. Network Voice Engineer installs, configures, implements and supports all aspects of the voice over IP telephony architecture onboard DCL ships, private islands, and ship to shore communications infrastructure. They provide technical expertise in resolving operational issues and take point in troubleshooting outages. The Sr. Network Voice Engineer oversees project implementation for the on-ship telephony services for Disney Cruise Line and all systems the ships interact with, including those at Castaway Cay and ports of embarkation. The Sr. Network Voice Engineer conducts their project and operational work in a manner that will ensure maximum availability of telephone systems onboard DCL ships, working in collaboration with the DCL Network engineers and onshore telephone resources provided by DTSS and peer teams at DCL IT

Primary Responsibilities

Skills, Knowledge, Experience, Education, Licensure and Certifications

Provides technical expertise and assistance to mid-level telephone engineers.

Assists in problem analysis and issue resolution, serving as an escalation point for complex problems. 

Sets and maintains technical standards for best practices.

Implements improvements to processes and technology that enhance the effectiveness of the team and the onboard telephone infrastructure.

Maintains and deploys comprehensive Quality of Service profiles across media dense merged telephones.

Coordinates and performs preventative telephony firmware and hardware upgrades/maintenance while providing maximum availability.

 Provides day-to-day support for wired and wireless telephone operations onboard and in support of ship to shore infrastructure operations.

Executes specifications for provisioning telephone equipment that adhere to the technology refresh cycle and maintains technical currency.

Deploys telephone systems security and ensures all DTSS security standards are implemented and maintained.

Responds to operational alerts for configuration and maintenance of circuits and cross connections between DCL assets and third-party providers.

Performs advanced troubleshooting and issue resolution (on-call support required)

Ensures 24x7 operational support and maintenance onboard.

Responsible for troubleshooting phones, call managers, UCS consolidated chassis, DECT infrastructure, wireless VOIP technology, call center methodology and appliances. 

Maintains configuration standards for telephony devices that adhere to corporate policy.

Provides technical guidance and project subject matter expertise to colleagues and customers as needed.

REQUIRED

• Bachelors degree in field such as Computer Science or Information Technology or similar field or related work experience.
• 5+ years of telephone system engineering experience in a work environment.

• Experience with telephony topography, design and infrastructure.
• Experience with telephone architecture equipment including call managers, distributed telephony systems and telephone management tools.

• Experience with enterprise level voice over IP wireless telephony.
• Experience with telephone troubleshooting processes and tools.

• Advanced level, relevant technical telephone certification or related work experience with enterprise level telephone hardware and systems.

PREFERRED

• Certification and/or extensive experience in Cisco Systems (UCS, Call Manager), NEC DECT systems, Avaya PABX and endpoints, call center strategies and systems.  
• Experience with Quality of Service applied to telephony devices and services.