Job Title:   Telecommunications Engineer, Principal
02 / 01 / 2013
302420
Providence
RI
UNITED STATES
US - Eastern Region

GTECH S.p.A. is a leading commercial operator and provider of technology in regulated worldwide gaming markets. It delivers best-in-class products and services, with a commitment to the highest levels of integrity, responsibility and shareholder value creation. GTECH S.p.A. operates in all continents and it employs over 8.500 individuals worldwide in 52 countries. Its offices are present in 46 countries with customers in 119 States. For more information, please visit our website at www.gtechlottery.com.

JOB DESCRIPTION:
Principal architect of GTECH’s voice and video conferencing system strategies for call centers, site operations and business units around the world.  Responsible for designing, implementing, and maintaining voice and video conferencing system networks and equipment  globally. 

PRINCIPLE DUTIES AND RESPONSIBILITIES

 
  • Advanced level of expertise and responsibility for designing, planning, intergrating and implementing voice networking and hardware solutions (devices such as routers, switches, hubs, PBX systems, and Cisco IPCC components (VoIP)., CVP, Cisco Call Studio) with align with overall business strategies and needs.
  • Perform project management of the voice and video solutions for GTECH's National Response Center, and for GTECH's site operations  and business units globally.
  • Develops, implements and measures network best practices for voice and video conferencing solutions. 
  • Advanced level of expertise in scripting, configuration, administration, troubleshooting, and support of Cisco UCCX, CUCM, and third party product suites.​
  • Advanced level of expertise with toll-free routing plans and the AT&T Route-It application
  • Evaluates, recommends, implements and monitors Network Management tools to monitor/evaluate network performance.  Performs troubleshooting, escalation, tracking and documenting of anomalies and remediation actions.
  • Identifies, recommends and implements cost reduction and optimization solutions to existing and future services by continuously evaluating GTECH’s voice  systems and new technologies
  • Schedules, plans, and performs periodic scheduled maintenance and tuning activities to optimize performance.
  • Coaches, mentors and trains junior Network Engineers, Network Analysts and Network Technicians to assist them in the performance of their assigned duties.
  • Provides technical expertise to both internal and external customers for pre-sales, contract negotiation, and strategic vendor alliance purposes.
  • Advanced level of knowledge with quality control methods and standards such as Qos and Cos and how to implement and ensure high-quality for critical applications such as voice and video
  • Consistently demonstrates high-level of initiative and strong commitment to job knowledge productivity and attention to detail
  • Works to build an effective partnership with the internal customer on a daily basis.  Listens to customers and asks the appropriate questions to determine their requirements.  
  • Collaborates with other parts of the organization as required to first share and analyze customer requirements and then develop and implement the best strategy and processes to meet those requirements.
  • Ensures that customers’ concerns or service level incidents are addressed promptly and efficiently through troubleshooting and implementing solutions or escalating to the appropriate member of management or third tier resources.
  • Assists Manager in the process of analyzing and evaluating the department’s performance and processes to determine if it is meeting and exceeding customers’ needs while meeting financial goals.  Identifies proactive solutions for continuous improvement.
  • Develops best practices related to voice and video system performance, capacity and archiving.
  • Develops and maintains voice and video system and network documentation (system/network drawings, best practices and performance and capacity metrics) per GTECH policies.
  • Implements and monitors Logical security best practices for all voice and video systems.
  • Oversees and/or performs logical security log reviews for audit compliance. Detects reports and escalates anomalies.
  • Adheres to service level agreements by following established SLA performance requirements
  • Adheres to IT best practices by following established IT best practice performance
  • Adheres to Incident Management process and performs assigned incident identification, notification, documentation, and intermediate level diagnosis and remediation activities. 
  • Adheres to Change Management process and performs assigned change activities including monitoring and tracking change activities.  Participates, documents and oversees network maintenance activities to ensure activities are completed with SLA requirements.
  • Adheres to Release Management process and performs assigned database release actions.  Assists engineers in planning efforts associated with projects and releases.
  • Adheres to Audit Management process and procedures and performs assigned actions to capture audit evidence criteria.

SCOPE

 

†Complexity: Functions Responsible for or Influenced

High – influence on configurations and operations of voice, video conferencing and data networks
 
†Diversity: Locations Responsible for or Influenced
                High – influence on all sites
 
†Typical Job Problems and Difficulties
                Engineering of network systems on a tight budget; deadlines (stress)
 
†Financial Accountability
                Evaluate solution and provide costing related to voice and video conferencing networks
               

MANAGEMENT

 
†Job Reports to (direct)
                Senior Manager
 
†Job Reports to (indirect)
                IT support staff
 
†Direct Reports to Job
                None
 
†Authority for Staff Managed
                None
 
†Indirect Reports (influenced)
                Network Engineers, Network Analysts, IT Specialists
 
†Level of Complexity for managing/organizing staff
                Low

GENERAL
 
†Extent decisions governed by procedures or referred up
                Moderate - some actions are dictated by policy / procedure or must be escalated to management for resolution
 
  • Complexity: Functions Responsible for or Influenced
High – influence on design structure and administration. Works on diverse and complex issues.
 
†Diversity: Locations Responsible for or Influenced
Frequent with high complexity – principal contact for all NRC telecommunications issues and Lotteries of the Americas business units - deals with internal and external client issues on a daily basis; deals with vendors often
                Moderate – collaborates with individuals from a variety of sites
 
†Typical Job Problems and Difficulties
                Client operational issues, system and server performance issues, after hours support requirements
 
†Financial Accountability
                High – Design flaws could have a broad and very costly impact in terms of penalties, downtime and customer dissatisfaction.

 
†Standard requirements for research and analysis
                Frequent – new product and new standard research and analysisand optimization opportunities for existing products
 
†Opportunityand consequence of typical errors (supervision)               
                Frequent with high impact –critical business systems are used globally
 
 
†Physical (% time: travel, operating machinery, environmental etc.)
  • Medium physical requirements – able to lift and install network equipment and cabling
  •   Medium to High travel requirements globally
  • work environment in a business office as well as environmentally controlled network rooms
  • Shared on call responsibilities in a 24/7/365 environment.   

JOB REQUIREMENTS
Minimum education
                Bachelor’s Degree in engineering or related area
 
† Years Experience
8 Years or 10 to 15 years of experience without a degree
 
† Minimal technical knowledge and experience requirements
  • Cisco Certifications * CCNP / CCNA / CCVP / UCCX Certified Professional
  • Advance knowledge of Cisco Unified Communications Manager (UCM)
  • Advanced/Expert knowledge of  IVRs, ACDs, PBX and IP PBX Systems, Cisco IPCC (internet protocol contact center) and voice and data networks
  • Comprehensive knowledge of Office suite and PC operating systems
  • Advanced ability to detect, analyze, troubleshoot and escalate system and server incidents
  • Advanced ability to forecast, recommend, and implement capacity planning
  • Advanced knowledge of industry and local audit requirements
  • Advanced knowledge of IP protocol and LAN topology
 
†Essential special training requirements to be obtained after hiring
  • Basic knowledge of change and incident management tools
  • Advanced level - GTECH and local logical security policies and procedures and log review process
  • Intermediate level - external contractual customer requirements
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