Voice Engineer

Job Description

It's about being only one call away.

Are you described as someone with an inquisitive mind and an innovative personality? Are you never satisfied with good enough? Does solving complex problems and ensuring top-quality service excite you? If so, being a Voice Engineer with Frost could be for you.

At Frost, it's about more than a job. It's about having a flourishing career where you can thrive, both in and out of work. At Frost, we're committed to fostering an environment that reflects our values and encourages team members to be the best they can be. In joining our adaptable, integrity-driven team, you'll become part of Frost's over 150-year legacy of providing unparalleled banking services.

Who you are:

As a Voice Engineer, you are our telephonic hero, ensuring every telephony environment and application is stable and built with integrity, caring and excellence. You'll play an important role in the planning, configuring, optimizing, and maintaining of applications to ensure they are meeting our high standards. You'll use your strong problem-solving skills to troubleshoot and resolve complex escalated tickets and issues. Our engineers believe knowledge is power and strive to maintain knowledge of current and emerging voice principles and industry standards. You are not afraid to ask the question why and thrive in a collaborative environment.

What you'll do:

• Plan, implement, configure and support telephony applications
• Respond to, troubleshoot, and resolve complex escalated telephony-related tickets and issues
• Perform root cause analysis, establish return to service, and document resolution strategies
• Collaborate with other IT teams, management, and lines of business to provide troubleshooting assistance for large-scale outages and implement telephony infrastructure for cross-functional projects across the organization
• Implement approved telephony enhancement projects
• Develop and maintain documentation and procedures for voice administration
• Maintain documentation and procedures for Voice engineering
• Maintain an in-depth knowledge of current and emerging voice principles and industry standards
• Always take action using Integrity, Caring, and Excellence to achieve all-win outcomes

What you'll need:

• Bachelor's degree in Information Technology, Computer Engineering, in a related field, or
• equivalent experience
• 3+ years of telephony systems design, implementation and/or engineering
• Experience in TCP/IP networking and troubleshooting tools such as Wire Shark as it relates to troubleshooting VoIP signaling and media
• Experience in VoIP signaling (H323, SIP, WebRTC)
• Experience troubleshooting SIP message flows and complex call flows in a multi-vendor platform environment
• Experience with maintaining/implementing Avaya Experience Portal or cloud/on-premises IVR platforms
• Experience with VoIP W/LAN concepts, considerations and best practices
• Experience in ancillary technologies that help govern IP-based interactions: firewalls, routers, MPLS networks, media relays, reverse proxies, etc
• Knowledge of core IT infrastructure components and dependencies(Active Directory, NMS, SMTP,NTP servers etc)
• Experience with maintaining/supporting an enterprise on-premises/cloud voice solution
• Excellent communication skills (oral/written) and ability to work in a team, cross framework collaborative environment
• Excellent analytical skills - diagnosing problems and defining root cause analysis
• Proficient in Microsoft computer applications

Additional Preferred Skills:

• Experience with a scripting language
• Strong understanding of security requirements in relation to IP telephony products and services: tls ciphers, certificates, ssl etc
• Configuration knowledge of VMWare, vShphere
• Experience with Microsoft Teams Phone System and supporting Direct Routing
• Experience with latest cloud Voice Solutions and knowledge of implementation/migration strategies
• Expertise in centralized SIP Trunking with industry known SBCs - Audiocodes, Ribbon, Oracle or Avaya
• Expertise in E911 strategies, best practices and implementation experiences
• Understanding of SIP, H323 and WebRTC integration and interoperability in an Avaya/other environment
• Good level of cloud-based experience. AWS, Google, Azure based platforms in relation to telephony deployments/designs
• Experience with working with call recording systems, WFM, CTI and reporting systems typical in a Contact Center environment

Our Benefits:

At Frost, we care about your health, your family, and your future and strive to have our benefits reflect that. This includes:

• Medical, dental, vision, long-term, and life insurance
• 401(k) matching
• Generous holiday and paid time off schedule
• Tuition reimbursement
• Extensive health and wellness programs, including our Employee Assistance Program
• Referral bonus program + more!

Since 1868, Frost has dedicated their expertise to provide exceptional banking, investment, and insurance services to businesses and individuals throughout Texas. Frost is one of the 50 largest U.S. banks by asset size and is a leader in banking customer satisfaction. At Frost, it's about being part of something bigger. If this sounds like you, we encourage you to apply and see what's possible at Frost.