Tell Me About the Job

The IT Shared Services (ITSS) Senior Voice Engineer will be a part of the Infrastructure Strategy team helping architect and design the future state of the voice infrastructure. This candidate should have a broad set of IT knowledge, including but not limited to enterprise voice solutions, Microsoft Teams and Teams Phone technologies, Webex Contact Center, Office 365, and enterprise network fundamentals. Examples of primary objectives include developing the roadmap for telephony solutions, testing and researching new voice technologies, and managing vendor relationships. The engineer will work closely with other teams on a daily basis to help them get the information they need to make better business decisions.

What Does Success Look Like?
•    Managing Voice Service contracts and vendor relationships to ensure top-tier service and right-sized solutions 
•    Sustaining on-going knowledge of voice industry trends and providing recommendations for process improvements and procedural changes
•    Using creative and critical thinking to create solutions to problems
What Does A Day In the Life of this Job Look Like?
Daily Operations
•    Working with Operations Engineers to determine problem areas they need assistance with when it comes to voice technologies
•    Working independently to write scripts, request access, and find necessary data to solve complex problems
•    Creating awareness of production issues and/or risks to Leadership
•    Facilitating and documenting conversations to establish new processes
•    Provide weekly status reports to manager showing priorities and progress
•    Creating and maintaining a roadmap for voice and Contact Center technologies

People Leadership: 
•    NA

BACKGROUND AND EDUCATION REQUIRED:
EDUCATION: 
•    Some college preferred or equivalent work experience
•    Education in business and/or information systems
•    Voice Certifications from Microsoft or Cisco preferred
EXPERIENCE (and other qualifications): 
•    3-5 years of technical engineering experience in collaboration platforms from multiple vendors
•    3-5 years of Enterprise Voice administration experience with knowledge of Microsoft Teams Enterprise Voice, Cisco Communications Manager, or Cisco Webex Contact Center 
•    Experience in vendor management and internal customer service

Other Skills/Characteristics
•    Possesses exceptional interpersonal and communication skills, both oral and written. Ability to articulate ideas to technical and non-technical audiences.
•    Self-motivated, self-learner, high energy with strong organizational skills. 
•    A team player who favors a collaborative approach when working with internal and external providers with the ability to build trust with others through a commitment to the highest ethical and professional standards
•    Advanced troubleshooting skills and methodology to determine root cause
 

Salary Range: $­­93,800 to $121,440 annually + bonus eligibility. This is the expected salary range for this position. Ultimately, in determining pay, we'll consider the successful candidate’s location, experience, and other job-related factors.

Benefits: Employees (and their eligible family members) may enroll in the following types of insurance coverage: medical, dental, vision, legal, and accidental death and dismemberment, as well as FSA/HSA (depending on enrolled medical plan). Yum! also provides short-term disability, long-term disability, and life insurance. Employees may enroll in our 401(k) plan. Yum! provides 4 weeks of vacation, paid sick leave, 10 paid holidays, a floating day off and 2 paid days for volunteer time each calendar year. To learn more about working at Yum! -Click here. 

At Yum!, one of our core values is to Believe in ALL People. This means seeing the value in everyone and unlocking their full potential to be their best self. YUM! Brands, Inc. (including its subsidiaries Yum Restaurant Services Group, LLC (“YRSG”) and Yum Connect, LLC (“Yum Digital and Technology”)(collectively, “Yum”) is proud to be an equal opportunity employer and is committed to equity, inclusion, and belonging for all dimensions of diversity.  We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other protected characteristic. Yum! is committed to working with and providing reasonable accommodation to applicants with disabilities or special needs.

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