Job Description

GENERAL SUMMARY:

Looking for a Voice Architect for the Network Engineering team. Candidates must be able to design, implement & support enterprise wide VoIP infrastructure and associated hardware & software, including IP-PBXs, legacy PBX systems, call management systems, voice mail, soft-phones, automatic call distribution and interactive voice response systems.

Job Requirements

ESSENTIAL FUNCTIONS:

1. Create global telephony Infrastructure solutions that include accomplishing lead architect duties along with coordinating support staff to meet objectives, developing and implementing IT standards, managing within budgets and deadlines.
2. Responsible for Architectural designs, lab set-up, test plans, training plans, turn over documentation, and coordination.
3. Design and develop new offerings for infrastructure solutions supporting the global call center infrastructure and network telecommunications footprint.
4. Act as the level 4 escalation for telephony engineers and provides consultation to senior IT leadership.
5. Applies business and technical analytical skills to analyze, identify, design, implement and develop comprehensive support processes to resolve complex business & operational issues involving multi-tiered Avaya IP (internet protocol) Telephony applications.
6. Designs Avaya IP Telephony solutions by translating business requirements into project plans thru implementation of Avaya IP Telephony applications including Avaya Communications Manager, Avaya Session Manager, B5800 Gateways, Avaya Voice Portal, and Application Enablement Services.
7. Applies knowledge of call center operational dynamics as it relates to design, and implementation of ACD (Automatic Call Distribution), CTI (Computer Telephony Integration), Network Routing and Enterprise Reporting utilizing Avaya solutions to solve call center related issues
8. Works with various IT development teams to integrate custom-developed and 3rd-party provided software and hardware solutions including software applications, IVR (Interactive Voice Response), Call Center and data base integration with the Avaya IP Telephony infrastructure.
9. Prepares documentation and conducts training and user orientation for clients detailing configuration of proposed and deployed solutions.
10. Participates, as a key member of the Telecommunications team, in the design, installation, configuration, troubleshooting, and monitoring of core LAN/WAN services required for VoIP (Voice Over Internet Protocol) deployments including QOS (Quality of Service), COS (Class Of Service) VLAN’s (Virtual Local Area Network), SBC’s (Session Border Controller) and SIP (Session Initiated Protocol) Carrier Services.


KNOWLEDGE, SKILLS AND ABILITIES REQUIRED TO PERFORM ESSENTIAL FUNCTIONS:

• 10 years experience in the design and troubleshooting of telephony and LAN/WAN environments.
• Expert understanding of SIP, H.323 and Legacy telephony infrastructure.
• Requires experience and understanding of the following hardware platforms Avaya, Cisco, Acme Packet and 3rd party telephony products.
• Understand performance testing methodologies and evaluation techniques.
• 3-5 years Voice Architecture
• Experience with telephony consolidation and centralization
• Experience in the following: Avaya call center technology, Avaya PBX (Private Branch Exchange) systems, Avaya ACD (Automatic Call Distributor) systems, Avaya Session Manager, Avaya Voice Portal, AES (Application Enablement Services), Aura Voice Mail, Avaya Dialers.

• Travel to domestic and international locations in support of architectural initiatives as needed
• Communication skills includes the ability to communicate verbally and in writing with all levels of employees and management, capable of successful formal and informal communication, and speak and write clearly and understandably at the right level
• Experience with Avaya CM and associated adjuncts
• Hands-on knowledge of Avaya core products and Avaya roadmap

Benefits

A comprehensive and competitive benefit program is designed to meet the needs of our associates and their families. Benefits eligibility depends on employment classification, location, and other variables. Benefits offered include:

- Medical and Dental Plans
- Health Care and Dependent Daycare Flexible Spending Accounts
- Short and Long-Term Disability
- Company Paid and Optional Life Insurance
- Business Travel Insurance
- Merchandise Discount
- Adoption Assistance
- Kmart Advantage Rx
- ConSern Loans for Education
- Worklife Solutions
- Voluntary Benefits
- Commuter Benefits
- Sears Holdings Corporation Associate Stock Purchase Plan
- 401(k) Savings Plan
- Vacation Time with Personal Days
- National Holidays

An Equal Employment Opportunity Employer.

About Sears Holdings Management Corporation

Sears Holdings Management Corporation provides corporate services to Sears Holdings Corporation (NASDAQ: SHLD) and its family of companies, including Sears Roebuck and Co. and Kmart Corporation.

About Sears Holdings Corporation

Sears Holdings Corporation is the nation's fourth largest broadline retailer with approximately 3,900 full-line and specialty retail stores in the United States and Canada. Sears Holdings is the leading home appliance retailer as well as a leader in tools, lawn and garden, home electronics and automotive repair and maintenance. Sears Holdings is the 2010 ENERGY STAR® Retail Partner of the Year. Key proprietary brands include Kenmore, Craftsman and DieHard, and a broad apparel offering, including such well-known labels as Lands' End, Jaclyn Smith and Joe Boxer, as well as the Apostrophe and Covington brands. It also has the Country Living collection, which is offered by Sears and Kmart. We are the nation's largest provider of home services, with more than 12 million service calls made annually. Sears Holdings Corporation operates through its subsidiaries, including Sears, Roebuck and Co. and Kmart Corporation.

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