Job Category: Information Technology

Lab Engineer (MTR)

Job Location: NYC

The Lab Engineer will be responsible to support activities related to the deployment of its Unigy platform in customer engineering lab. These activities include creating, developing, and executing test plans to validate integration of Unigy platform in customer’s technical environment, including integration with voice recording, IP telephony, and CTI applications.

RESPONSIBILITIES:
Develop and execute test plans. Optimize integration test plans leveraging other product specific test plans. Automate through scripting solutions. Support ancillary test plans for validation of monitoring, capacity planning, systems availability monitoring, security support tools and utilities. Write technical documentation and low level designs to capture as-built configuration of infrastructure. Collaborate with infrastructure support teams. Evaluates future technologies and makes recommendations for hardware and software upgrades. Partner with cross-functional teams in the Managed Services engagement, including Customer Engineer, Technical Support, Service Management, and Sales to ensure seamless high-touch, superior support to IPC’s customer. Review issue resolution with teams to foster improved internal communication and understanding of fault identification and troubleshooting techniques. Coordinate changes and routing maintenance with customer stakeholders. Provide support for technical investigation of incidents and problems. Review key operational processes and procedures to ensure ITIL best practices are adhered to, implement changes as required. Communicate events to stakeholders, including Global Service Director. Provides technical guidance and mentoring to other lab engineers on subject matter expertise. Ensure appropriate level of customer communication. Participate in book of work planning meetings. Manage risks associated with scheduling challenges. Listen and anticipates customer’s questions and react.

REQUIREMENTS:
Engineering degree or equivalent is required with experience writing and executing test plans.
Ability to be self-sufficient and work independently. Excellent organizational skills, written-verbal technical communication. Must demonstrate interpersonal skills necessary to work within a team environment and communicate effectively across a variety of geographically dispersed resources. Experience with IT Infrastructure technologies, VoIP Telephony technologies. Deep technical understanding of IPC Unigy 3.1.x.x voice products and services. Technical skills with Unigy Bluewave and API scripting. Experience with test automation platforms, such as Selenium or Tosca. Methodical troubleshooting skills. SIP certification that covers VOIP path end to end, through PSTN and IP PBXs, via SBCs and proxies. Ability to read Wireshark traces for Unigy traffic. High energy, motivated engineer with proven experience in process improvements and automation. Demonstrable commitment to quality and customer service. Advanced skills with Microsoft Excel, PowerPoint, Project, and Visio.

Please contact Matt Reynolds at mreynolds@clarkdavis.com

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