Voice Engineer

Description

About Us:

At Umpqua, we create a great place to work by offering a unique brand of relationship banking and fostering a culture where associates thrive. We are dedicated to supporting our customers and communities, and we can only achieve this through the dedication of our associates.

We value Trust, Ownership, Growth, Empathy, Teamwork, Heart, Enjoyment, and Relationships, and we are eager to meet candidates who embody these core values. We are always on the lookout for results-focused individuals who can think independently, work collaboratively, and support our broader purpose.

Think of us as financial partners, because at Umpqua, we believe the best way forward is together. Together for people. Together for business. Together for better.

About the Role:

The Voice Network Engineer is responsible for the daily support and maintenance of our voice network systems. This role involves setting up, configuring, and testing various configurations within our voice systems, contact center, and calling platform. Key responsibilities include creating documentation, supporting and maintaining voice and voicemail systems, and managing MACD (Moves, Adds, Changes, Deletes) tasks for the contact center. The Engineer will also analyze and resolve telephony hardware and software issues and provide escalation assistance to the Tier 1 team. Provides end-user training as needed.

• Responsible for second level support for maintaining, trouble shooting and administering the VoIP network, Unified Communications platform, phones and users.
• Administer the Unified Communications platform, phones, and users. (On premise and UCaaS)
• Configure and maintain Contact Center agents, teams, flows and reporting.
• Maintain voice environment including troubleshooting SBCs (such as Cisco Unified Border Element (CUBE)) and branch routers.
• Coordinate with vendors to troubleshoot and repair branch office voice gateways and circuits.
• Maintain Department documentation, standards, and end user instruction documentation.
• Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes.
• Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training.
• Maintain a working knowledge of Bank's written policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations as applicable to this job description.
• May be asked to coach, mentor, or train others and teach coursework as subject matter expert.
• Actively learns, demonstrates, and fosters the Umpqua corporate culture in all actions and words.
• Takes personal initiative and is a positive example for others to emulate.
• Embraces our vision to become “Business Bank of Choice”
• May perform other duties as assigned.
  
  

About You:

• High school diploma/GED. Required
• Associate, vocational or technical degree in computer science or information technology. Preferred
• 3-5 years of experience supporting Cisco Unified Communications Suite. Preferred
• Intermediate knowledge of administrating unified communications platforms.
• Intermediate knowledge of administrating voicemail platform and E911 system.
• Intermediate knowledge of administrating Contact Center platforms (or comparable cloud IVR), including Workforce Management systems
• Proficient with branch-level voice gateways, telephony (SIP, DS1, PRIs) circuits, telco providers and dial-peers.
• Understanding of Network VoIP Protocols e.g.: DHCP, DNS, LDAP, VLANS, SIP, FTP, SSH, RTP, and TCP/IP
• Proficient with Cisco hard and soft phones and ATAs
• Proficient customer service skills.
• Possess excellent verbal and written communications skills.
• Certified Cisco Network Administration (CCNA). Preferred
  
  

Job Location(s): Ability to work fully onsite at posted location(s).

Irvine, CA

Spokane, WA

Our Benefits:

We offer a competitive total rewards package including base wages and comprehensive benefits. The pay range for this role is $75,000.00 - $110,000.00, and the pay rate for the selected candidate is dependent upon a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills, and experience, education, and geographic location. The role may be eligible for performance-based incentive compensation and those details will be provided during the recruitment process.

We offer eligible associates comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)-retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, disability insurance, tuition assistance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, and paid vacation, sick days, volunteer days, and holidays. Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly.

Our Commitment to Diversity:

Umpqua Bank is an equal opportunity and affirmative action employer committed to employing, engaging, and developing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other applicable protected status or characteristics. If you require an accommodation to complete the application or interview(s), please let us know by email: [email protected].

To Staffing and Recruiting Agencies:

Our posted job opportunities are only intended for individuals seeking employment at Umpqua Bank. Umpqua Bank does not accept unsolicited resumes or applications from agencies and Umpqua Bank will not be responsible for any fees related to unsolicited resume submissions. Staffing and recruiting agencies are not authorized to submit profiles, applications, or resumes to this site or to any Umpqua Bank employee and any such submissions will be considered unsolicited unless requested directly by a member of the Talent Acquisition team.