Previous Job
Lead Network Engineer
Ref No.: 16-08261
Location: Benton Harbor, Michigan, Michigan
What You Will Do
  • The GIS Lead Analyst, Contact Center Engineer provides skilled technical support around all aspects of unified communications and voice services.
  • The position requires a high level of general technical knowledge in traditional Avaya voice communications, call routing, and networking. Ideal background would include a minimum of 5 years of experience working with Avaya Communications Manager, Avaya Modular Messaging, Avaya Session Manager and CMS.
  • Duties include scripting, design, analysis, planning, implementation and troubleshooting of the services located at multi sites.
  • Background in software, hardware and maintenance of the telephony systems, voicemail, VoIP technology, and carrier SIP services.
  • The GIS Lead Analyst, Contact Center Engineer will be involved with the Engineering/Planning functions of a traditional voice network group, but will also take part in, and be expected to lead initiatives in the converged network world.
  • The candidate will interface with various business groups and determine if and when the company can utilize and implement such enhanced technologies.
  • Responsible for the engineering and development of Call Center Infrastructure Assets - including ACD, IVR, CTI, Reporting systems. The primary duties will include the design, implementation and testing of call center infrastructure solutions.
  • Support the planning, design, implementation and optimization of new voice products/services. Develop, document, implement and maintain processes and procedures related to service delivery.
  • Perform after hours support duties on occasion to sustain systems and service levels
What You Need to Succeed
  • Expert in an AVAYA Call flow designs, VOIP, SIP, CMS, One X, Communication Manager and other AVAYA Contact Center Technology.
  • Experience with IVR administration.
  • Experience with Avaya Modular Messaging administration.
  • Experience with Client administration.
  • Knowledge and experience with Avaya Interaction Center desirable.
  • Strong leadership and interpersonal skills required. Strong analytical skills, experience solving practical issues and engaging teams of multiple process partners to consensus.
  • SIP transport experience including SIP Toll Free, SIP Trunking and SIP DID.
  • Knowledge of a SIP contact center data center technology platform.
  • Strong knowledge of VoIP implementation including hard- and soft-phones.
Experience Required
  • Bachelor's Degree from an accredited college or university. A combination of education and experience will be considered.
  • 7+ years of relevant Avaya experience
  • Experience managing third-party vendors
  • Experience in a multinational work environment
  • Polycom Video Conferencing experience is a plus
Endless Opportunities

Whirlpool has big plans for the future, just like you. We understand that it takes preparation and hard work to get there. So, we offer challenging purpose, ownership of your role, great teams, and tools to build your capability. In our performance-based setting, you can take your career in exciting new directions - and as far as you want to go.
Employee Status:
Job Type:
More Information About the Job
Is Relocation Available?
Yes, nationwide
Are you open to sponsorship?
Are there flexible work hours?
Is there a possibility to work remote?
This position is:
Is there a bonus structure?
Is there equity?
Who does this position report to?
Does this position have direct reports?
What are the 3-4 non-negotiable requirements on this position?
networking in large environment.