Senior IP Telephony Engineer

Who We Are

Join a team that puts its People First! Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for nine consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.

What We Do

The IP Telephony Engineer supports the planning and implementation of First American’s enterprise IP telephony infrastructure and deployment. Responsibilities include technology development and research, infrastructure design, engineering of network-based telephony services, level-2 and level-3 technical problem management. Much of the work of the IP Telephony Engineer will be project-based. Coordinates with other groups within Corporate IT to resolve multi-disciplinary issues—specifically with the WAN and LAN engineers on technical issues that span these domains. Works independently with vendor-partners on technology issues, services and products.

HOW YOU’LL CONTRIBUTE

• Plans, designs and engineers the ongoing IP Telephony infrastructure for FAC.
• Works closely with the senior Network Engineers to engineer our WAN’s architecture and network technology so that they provide a strong and reliable foundation for IP Telephony as an enterprise network service.
• Interfaces with the business units and Corporate IT technology teams to plan and develop IP Telephony applications and solutions.
• Provides Level-3 problem management support, interfacing with other key Corporate IT teams, such as LAN, WAN and Security.
• Interacts with various vendor-partners (such as Cisco, Verizon, etc.) to plan and implement required engineering support.
• Interfaces with vendor-partners (such as Cisco’s TAC), as required, to troubleshoot, escalate and resolve problems and/or outages.
• Is responsible for the design and implementation of the system components and infrastructure that supports our company’s high availability contact centers.
• Is responsible for the ongoing improvements to system uptime for all components within the IP Telephony infrastructure.
• Is responsible for the actual implementation of complex engineering, configuration changes and actual software in the IP Telephony environment.
• Researches and evaluates technology developments related to the advancement of IP Telephony and recommends tools, products and other solutions that will benefit our business units.
• Leads projects and other initiatives, as required, in support of the enterprise IP Telephony infrastructure and operation.
• Provides internal education, training and TOI to other members of the Enterprise Telephony Services Team and to other groups within Corporate IT.
• Required to perform duties outside of normal work hours based on business needs.
• Other duties as assigned

WHAT YOU’LL BRING

Required Education, Experience, Certification/Licensure

• Generally requires Bachelor's Degree in Computer Science, Information Technology, Telecommunications, or Electrical Engineering, or equivalent work experience
• Typically 7+ years of directly related experience
• Previous lead or supervisory experience preferred
• CCNA, CCNP preferred.
• ITIL Foundation (info Tech Infrastructure Library) V2 &V3 desired

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)

• Advanced knowledge of SIP Carrier Networks
• Advanced knowledge of Cisco Communications Manager
• Advanced knowledge of Cisco Unity Connection
• Advanced knowledge of Cisco Call Center Enterprise
• Advanced knowledge of Cisco IOS Telephony Gateways
• Advanced knowledge of Cisco Call Manager Express/SRST
• Advanced knowledge of Cisco Catalyst/IOS QoS
• Advanced knowledge of Microsoft Active Directory
• Advanced knowledge of LAN/WAN communications
• Advanced knowledge of supported Telephony applications including but not limited to Calabrio, ARC Attendant Consoles, ISI Call Accounting, and Symon Communications (reader boards)

What We Offer

By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.