Fast Facts

WGU is looking for a Communications Infrastructure Engineer to enhance and administer its contact center platform while collaborating with IT teams in Salt Lake City, UT.

Responsibilities: Administer the contact center, integrate APIs, diagnose and troubleshoot issues, monitor performance, and conduct routine maintenance.

Skills: Strong communication, cloud-based telephony, SIP/VoIP, IVRs, critical thinking, and problem-solving.

Qualifications: Bachelor's degree in Telecommunications or related field, 3 years of relevant experience, familiarity with mission-critical operations.

Location: Based in Salt Lake City, Utah, USA.

Compensation: $79300 - $118900 / Annually

Fast Facts

WGU is seeking a Communications Infrastructure Engineer to enhance its contact center platform, integration using APIs, and troubleshoot issues effectively while collaborating with IT professionals.

Responsibilities: Key responsibilities include administering the contact center, integrating platforms, diagnosing problems, monitoring performance, and conducting routine maintenance.

Skills: Required skills include strong communication, knowledge of cloud-based telephony, SIP/VoIP, IVRs, critical thinking, and problem-solving abilities.

Qualifications: Minimum qualifications include a Bachelor's degree in Telecommunications or related field, 3 years of relevant experience, and familiarity with mission-critical operations.

Location: Job is based in the Salt Lake City Office, USA.

Compensation: $79300 - $118900 / Annually

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

Grade: Technical 404Pay Range: $79,300.00 - $118,900.00

Job Description

Job Duties

Enhance WGU’s contact center platform, and to assist wherever necessary with contact center administration and support. Passionate about building innovative technology to support WGU's goals and objectives. This position calls for a fast learner that can contribute quickly to the success of the mission, and a thinker with vision and an eagerness to excel. Success in this role requires exceptional problem-solving skills, and exceptionally professional behavior when interacting and responding with students, faculty, and staff.

Job Duties

Provides contact center administration.
Utilizes APIs and Genesys SDK to integrate the contact center platform with SRM solutions.
Diagnoses and remedies contact center related problems and failures promptly and effectively.
Monitors system performance and identifies areas for improvement.
Conducts routine maintenance and preventative measures.
Collaborates with other IT professionals to develop and implement contact center technology solutions.
Performs other job-related duties as assigned.

KSAs

Strong communication skills with the ability to collaborate across teams
Knowledge and experience with cloud-based telephony, CTI, SIP/VoIP phones and protocols, QoS, IVRs, call recording, and reporting.
Solid understanding of contact center and telecommunications concepts
Knowledge and experience with agile, scrum, and/or ITIL methodologies
Critical thinking skills
Solid trouble-shooting and problem-solving skills

Minimum Qualifications

Bachelor's Degree in Telecommunications, Networking, or a related field
3 years of relevant experience
Experience working in a mission critical operational environment, including participation in 24x7 on-call rotation.
Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.

Preferred Qualifications

1 year of experience with JSON scripting
1 year of experience with SDK development
1 year of experience with RESTful API’s
AWS Solutions Architect (Associate) certification
Genesys Cloud CX administration experience

Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.

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