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Voice Operations Engineer

About the position
Under the direction of the Voice Operations Manager, this position is responsible for providing expertise in the area of voice data network design, voice data network management, and voice data network optimization. This position will also be responsible for designing, implementing, and supporting Contact Center telephony systems including inbound/outbound call managers, call reporting, call recording, fax services and any other intercommunication required for inbound and outbound communication. The primary duties and responsibilities of this position include developing technical design documentation, developing functional requirements, implementing, testing, monitoring, troubleshooting, and ensuring Bank of Hawaii's telephony network, systems, and mobile devices remain highly available. If applicable or appropriate, assists in business unit's compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.
We will give you these responsibilities
Production Maintenance
Supports production environment in relation to telephony systems, circuits, and mobile devices: Logs and tracks problems, responds to questions/support requests, and meets established service levels.
Assesses and communicates impact of user problems. Assigns outstanding problems to appropriate support group/individual, and ensures priorities and deadlines are established.
Performs regular follow-up according to procedures, and confirms resolution with user prior to closing problem reports.
Monitors telephony systems, circuits, and mobile device performance levels, and develops appropriate alerting and reporting processes.
Implements program/system updates and enhancements in accordance with corporate policies and Information Technology (IT) standards.
Assists in telephony systems, circuits, and mobile devices updates, and ensures processes are in place so similar updates are applied to underlying infrastructure and associated interfaces.
Maintains documentation of IT procedures, system configuration standards, maintenance, and upgrades. Maintains knowledge of assigned products and services.
Follows risk management guidelines and procedures, and ensures compliance with applicable BOH policies.
Systems Analysis
Defines and documents voice data network functional requirements
Designs and prepares voice data network architecture diagrams
Designs and prepares voice data network call flow diagrams
Provides systems and/or process analysis and design to meet functional and organizational requirements.
Incorporates Bank of Hawaii information security policies and procedures into all system designs.
Incorporates the reuse of existing components within designs where feasible and efficient.
Supports full systems life cycles which include hardware or software replacement and redesign.
Implementation
Implements and maintains voice data networks, circuits, systems, and mobile devices as specified by a given set of requirements.
Ensures systems configuration changes produced individually or by vendors adheres to the Bank's standards and applicable business requirements.
Develops and maintains documentation of all technical development and subsequent revisions.
Maintains and enhances third-party software.
Plans and executes telephony systems, circuits, and mobile device installations and upgrades, including security and program configuration and maintenance for telephony applications and databases in production, development, test, and disaster recovery environments.
Testing
Adheres to test plans, incorporating Corporate Testing Standards.
Independently performs testing activities.
Works with business partners and IT teams to identify and define processes for acceptance testing and for reviewing results.
Works with Business Partners and IT staff members to provide a test environment.
Ensures that testing results are documented and that testing approvals are received.
Analyzes problems and ensures resolution.
Participates in the development of application recovery plans.
Ensures application recovery plans are reviewed, tested, and documented according to corporate policies.
Vendor Management
Serves as a primary interface with vendors or other service providers, ensuring maintenance of vendor and Bank relationships.
Assists in managing vendor to deliver agreed-upon service levels and delivery commitments related to systems performance.
Initiates communication with vendor and, if needed, escalates with vendor management for problem resolution.
Assists in the development of Request for Information (RFIs), Request for Proposal (RFPs), and business cases.
Participates in evaluation of vendor proposals and performance, taking into account corporate strategy and IT architecture standards.
Leadership
Participates in team events and projects.
Educates users on telephony systems, circuits, and mobile devices, and acts as an IT consultant.
Provides cross training with other team members to maintain effective back up.
Participates in the evaluation and implementation of new technology. Takes initiative to become educated and knowledgeable on topics that pertain to technology and role.
Monitors trends and new developments in specific technologies.
Develops and communicates career goals to management, works with management to develop plan for achieving career objectives.
Participates in interviews and selection of prospective new staff members.
What you will bringto the table
Education:Bachelor's degree from an accredited institution or equivalent work experience.
Experience:
Level I requires minimum of 5 - 7 years of work experience ininformation technology supporting voice data networks, circuits, systems, andmobile devices.
Level II requires minimum of 10 years of work experience in informationtechnology supporting voice data networks, circuits, systems, and mobiledevices. Voice data network certifications. This should include project/processmanagement experience.
Experience with Contact Center telephony solutions is a plus.
Technical Skills:Demonstrated proficiency and expertise with personal computers in a networkedenvironment and with Microsoft applications (Outlook, Word, Excel, Access,PowerPoint and SharePoint) or similar software. Minimum of 5 years ofexperience in the following:
All qualified applicants will receive consideration for employment andwill not be discriminated against on the basis of any legally protectedclassification including race, color, religion, sex, sexual orientation, genderidentity, national origin, age, disability, or protected veteran status. Bankof Hawaii takes affirmative action in support of its policy to advance inemployment legally recognized individuals including minorities, women,protected veterans and individuals with disabilities.


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