Job description
Duquesne Light Company, headquartered in downtown Pittsburgh, is a leader in providing electric energy and has been in the forefront of the electric energy market, with a history rooted in technological innovation and superior customer service. Today, the company continues its role as a leader in the transmission and distribution of electric energy, providing a secure supply of reliable power to more than half a million customers in southwestern Pennsylvania.
Duquesne Light Company is committed to creating a culture of inclusion. We value and respect the unique differences and experiences of our employees. We believe that our differences lead to better collaboration, innovation and outcomes. We want you to join our team!
Department: Network Services
Job Title: Network Engineer
Voice Network Engineer
The Voice Network Engineer provides support for all business critical voice network services across Duquesne Light facilities including the primary and alternate customer contact and operations centers. The primary role of this position will be to provide design, implementation, upgrade and maintenance services for Cisco Unified Communications and Contact Center technologies. Areas of responsibilities include Voice over IP (VoIP) solutions, Oracle SBCs, Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Cisco Voice Gateways, Cisco Unified Contact Center (UCCX/PCCE), WebEx, Virtual Hold, Verint call recording and vehicle routers.
Responsibilities
- Interface with data network engineering, server support and the business to provide requirements for Contact Center and Operations Center processes
- Participates in high-level design of infrastructure with experts from other groups and with vendors
- Supports the deployment of new voice network technologies and upgrades of existing voice network technologies
- Monitors customer contact center technology including systems, applications, call routing and voice network traffic
- Modifies voice network system configurations based on business requirements and other factors
- Leads planned system maintenance and change control process
- Performs triage and troubleshooting of voice network technologies
- Coordinates voice network third party vendor relationships
- On-Call support for our 24/7/365 environment
Skills
- Cisco CUCM
- Cisco Unity Connect
- Cisco CCX/PCCE
- Cisco CER
- Oracle SBCs
- SIP/VoIP routing protocols
- Ability to work in a team-oriented, collaborative environment
- Dedication to supporting a 24/7/365 utility infrastructure
- Understanding of customer contact center concepts including skills-based routing
- Knowledge of voice network technologies including switching, messaging and signaling
- Good oral and written communication skills
- Good technical documentation skills
- Proven analytical and problem solving skills
- Ability to work independently with minimum supervision
- Ability to effectively prioritize and execute tasks in a high-pressure environment with aggressive project timeframes
Education/Experience
- Bachelor's degree or equivalent combination of education and experience with 5+ years of relevant/direct industry experience.
- 4+ years of combined Cisco Collaboration, PCCE, VoIP troubleshooting, design and configuration experience
- Cisco Voice / Collaboration /UCCE certification is preferred
Scope
- Primary focus is on daily deliverables, outputs and reporting. Accountable for managing ones own time and work flow but may be leading projects or project steps. Work is typically complex in nature requiring the incumbent to draw on previous knowledge to perform role. Continues to build knowledge base but has a solid foundation to act independently the majority of the time. Still draws on experts and managers when needed but less frequently. Acts as a resource to less experienced staff on routine issues.
Decision Impact
Problems and issues faced are complex. Draws on past experience on a regular basis to solve problems and take new perspectives on existing solutions. Accountable for direct level of reasoning and decision making
Physical Requirement
Normal office environment
Normal office environment
EQUAL OPPORTUNITY EMPLOYER
DUQUESNE LIGHT HOLDINGS, INC. (DLH) IS AN EQUAL OPPORTUNITY EMPLOYER. DLH’S POLICY IS TO NOT DISCRIMINATE AGAINST ANY APPLICANT OR EMPLOYEE BASED ON RACE, COLOR, RELIGION, CREED, SEX, PREGNANCY OR RELATED MEDICAL CONDITIONS, AGE (40 AND OVER), SEXUAL ORIENTATION, GENDER IDENTITY/EXPRESSION, VETERAN STATUS, PAST, CURRENT OR FUTURE MILITARY SERVICE, NATIONAL ORIGIN OR ANCESTRY, PHYSICAL OR MENTAL DISABILITY, GENETIC INFORMATION, OR ANY OTHER CONSIDERATION PROTECTED BY APPLICABLE LAW. DLH ALSO PROHIBITS HARASSMENT OF APPLICANTS OR EMPLOYEES BASED ON ANY OF THESE PROTECTED CATEGORIES.
DUQUESNE LIGHT HOLDINGS, INC. (DLH) IS AN EQUAL OPPORTUNITY EMPLOYER. DLH’S POLICY IS TO NOT DISCRIMINATE AGAINST ANY APPLICANT OR EMPLOYEE BASED ON RACE, COLOR, RELIGION, CREED, SEX, PREGNANCY OR RELATED MEDICAL CONDITIONS, AGE (40 AND OVER), SEXUAL ORIENTATION, GENDER IDENTITY/EXPRESSION, VETERAN STATUS, PAST, CURRENT OR FUTURE MILITARY SERVICE, NATIONAL ORIGIN OR ANCESTRY, PHYSICAL OR MENTAL DISABILITY, GENETIC INFORMATION, OR ANY OTHER CONSIDERATION PROTECTED BY APPLICABLE LAW. DLH ALSO PROHIBITS HARASSMENT OF APPLICANTS OR EMPLOYEES BASED ON ANY OF THESE PROTECTED CATEGORIES.
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