Discover. A more rewarding way to work.
At Discover Financial Services, you’ll find yourself in the company of some of the industry’s smartest and most reliable professionals. And at a company that rewards dedication, values innovation and supports growth.
Thrive in an environment that promotes teamwork and shared success. Build on a foundation of mutual respect. Join the company that understands rewarding careers like no other, with this exceptional opportunity:
The Enterprise Voice (IVDS) Operations team is a 24×7/365 team responsible for operating, administering and managing the day to day operations and support of the telephony infrastructure environment. This role maintains the Unified Communications environment supporting critical telephony production applications and infrastructure. This team serves in a tier 1/2 role that proactively monitors, analyzes information, initiates corrective actions to promptly isolate issues and restore service.
Perform proactive and reactive monitoring and support of the enterprise telephony platforms
Troubleshoot issues related to voice platforms, including high priority and production impacting situations
Escalation to vendors and/or engineering and implementation teams as needed
Provisioning of the telephony infrastructure applications and devices including but not limited to, Cisco Unified Communications Manager, Cisco Call Manager, ICM, call recording, speech analytics and dialing platform
Develops and execution of documentation to enhance and support problem analysis and resolution
Perform health checks on voice devices and services daily/nightly
Accurately maintains incident queue, escalation calls and support requests from service catalog DVoice and Command Center
Participation in RRTs and providing updates to management, command center, business and BT Sr. management regarding problem resolution
Perform preventative maintenance tasks for voice platforms and services
Perform regression testing on changes/installs and patches in the environment
EDUCATION, EXPERIENCE, SKILLS REQUIRED:
Bachelor degree in Telecommunications, related field or related professional experience.
Experience with dialer platforms/multiperipheral voice environment
Basic networking principles and understanding of Voice over IP technology
Working knowledge of Cisco products portfolio (CUCM, CVP, ICM, etc )
Strong organizational skills
Call center experience a plus
Working knowledge of hardware/software used to identify, isolate, and capture the cause of service impacting problems
Experience with ticketing software such as Service Now
Flexibility to work diverse schedules
Ability to stay on task and meet deadlines while readjusting urgency of requests
Good oral and written communication skills
Ability to work closely with others/teamwork
Ability to react quickly in production impacting situations
Ability to communicate effectively across all levels of the organization
Requires some degree of supervision
Shift – 2:30PM – 11:00PM
IVDS is responsible for adds, removes and changes to the various voice and data platforms such as Verint, UIP, Noble, Web Ex Jabber, etc. In addition, IVDS works 1st level tickets that come in from GSD via ServiceNow and other forms of communication such as EVOICE, Jabber and phone calls. IVDS works closely with various teams such as EUS, VoiceEng, DialerEng, Dialer COE and UCops.
Discover Financial Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, among other things, or as a qualified individual with a disability.