System/Voice Engineer
Southwest Airlines
Dallas, Texas
Job Description
Department: Technology
Our Company Promise
We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.
Job Description:
The People of Southwest Airlines come together to deliver on our Purpose, which is to connect People to what’s important in their lives through friendly, reliable, and low-cost air travel. The System/Voice Engineer invests in the future of Southwest’s People by supporting the Enterprise Contact Center Solution Team with the management of 14 contact centers being moved to a single Telephony System. This role will oversee the implementation of this new system, assist with troubleshooting, and provide guidance and support to each center during the transition process. The System/Voice Engineer is a strong communicator with a strategic mindset who enjoys developing solutions to complex problems in order to drive the future of Technology at Southwest.
Additional details:
This role is offered as a remote workplace position, which may require travel for trainings , meetings, conferences, etc. Outside of those required visits, the majority of your working time may be spent in a remote location, away from our Corporate Campus. Please note, while this is a remote position, there is limited group of states or localities ineligible for Employees to regularly perform their work off-site. Those ineligible locations are: Alaska, Delaware, New Jersey, North Dakota, South Dakota, Vermont, West Virginia, and Wyoming.
Southwest Airlines is an Equal Opportunity Employer. We continue to look for opportunities to reflect the communities we serve, and welcome applicants with diverse thoughts, backgrounds, and experiences.
Responsibilities
Oversee vendor management, partner governance, and oversight to deploy systems that are complete, designed and managed over life cycles
Research problems, plan solutions, recommend software and systems, and coordinate developments in an orderly manner to meet business requirements
Monitor and test performance and capacity for potential bottlenecks, identify possible solutions, and work with partners to implement fixes
Provide and ensure the highest levels of systems and infrastructure availability and resolve escalations of moderate to medium to high complexity
Implement and update the platform strategy and road map
Maintain awareness of technology trends in area of responsibility and make appropriate recommendations
Maintain and administer computer and data networks and related computing environments including computer hardware, systems software, applications software, and all configurations
Meet commitments and deliverables as related to participating/leading projects
Gather data pertaining to customer needs, and use the information to identify, predict, interpret, and evaluate system and network requirements
Creates and executes integrated testing strategies using test driven development principles to ensure solution integrity and quality
May perform other job duties as directed by Employee's Leaders
Knowledge, Skills and Abilities
Ability to analyze and resolve problems of moderate to high complexity
Strong knowledge of hardware components, systems, software, and networking technologies
Ability to perform troubleshooting, root-cause analysis, solution development, and implementation within specific technology areas
Skilled in strong partnering, negotiation, and communication in working with Business Customers and Technology support
Strong knowledge of systems development methodologies, practices, concepts, and technologies
Ability to develop, present, and effectively communicate ideas and strategies in both technical and user-friendly language to a medium-large audiences
Ability to design, configure, and test computer hardware, networking software and operating system software
Skilled in diagnosing, troubleshooting, and resolving hardware, software, or other network and system problems, and replacing defective components when necessary
Skilled in strong project management and analytical/creative problem-solving
Skilled in strong written, oral and interpersonal communications
Education
Required: High School Diploma or GED
Required: Bachelor's Degree in Business, Engineering, Computer Science, or Information Systems, or related field; or equivalent formal training
Experience
Required: Intermediate-level experience, fully functioning broad knowledge in system engineering
Preferred: Experience with networking and voice engineering
Preferred: Knowledge and experience of Verint WFO and writing AQM form
Preferred: Core Avaya Product experience such as: (CM/SM/SBC/Call Center Elite)
Licensing/Certification
N/A
Physical Abilities
Ability to perform work duties from limited space work station/desk/office area for extended periods of time
Ability to communicate and interact with others in the English language to meet the demands of the job
Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job
Other Qualifications
Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986
Must be at least 18 years of age
Must be able to comply with Company attendance standards as described in established guidelines.
Pay & Benefits:
Competitive market salary from $112,950 per year to $125,500 per year* depending on qualifications and experience. For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the Company.
Benefits you’ll love:
Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)
Up to a 9.3% 401(k) Company match, dollar for dollar, of your eligible pay, per paycheck**
Potential for annual ProfitSharing contribution toward retirement - when Southwest profits, you profit***
Explore more Benefits you’ll love: https://careers.southwestair.com/benefits
***ProfitSharing contributions are subject to plan’s vesting schedule and are made at the discretion of the Company
Southwest Airlines is an Equal Opportunity Employer.
Please print/save this job description because it won't be available after you apply.
Our Company Promise
We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.
Job Description:
The People of Southwest Airlines come together to deliver on our Purpose, which is to connect People to what’s important in their lives through friendly, reliable, and low-cost air travel. The System/Voice Engineer invests in the future of Southwest’s People by supporting the Enterprise Contact Center Solution Team with the management of 14 contact centers being moved to a single Telephony System. This role will oversee the implementation of this new system, assist with troubleshooting, and provide guidance and support to each center during the transition process. The System/Voice Engineer is a strong communicator with a strategic mindset who enjoys developing solutions to complex problems in order to drive the future of Technology at Southwest.
Additional details:
This role is offered as a remote workplace position, which may require travel for trainings , meetings, conferences, etc. Outside of those required visits, the majority of your working time may be spent in a remote location, away from our Corporate Campus. Please note, while this is a remote position, there is limited group of states or localities ineligible for Employees to regularly perform their work off-site. Those ineligible locations are: Alaska, Delaware, New Jersey, North Dakota, South Dakota, Vermont, West Virginia, and Wyoming.
Southwest Airlines is an Equal Opportunity Employer. We continue to look for opportunities to reflect the communities we serve, and welcome applicants with diverse thoughts, backgrounds, and experiences.
Responsibilities
Oversee vendor management, partner governance, and oversight to deploy systems that are complete, designed and managed over life cycles
Research problems, plan solutions, recommend software and systems, and coordinate developments in an orderly manner to meet business requirements
Monitor and test performance and capacity for potential bottlenecks, identify possible solutions, and work with partners to implement fixes
Provide and ensure the highest levels of systems and infrastructure availability and resolve escalations of moderate to medium to high complexity
Implement and update the platform strategy and road map
Maintain awareness of technology trends in area of responsibility and make appropriate recommendations
Maintain and administer computer and data networks and related computing environments including computer hardware, systems software, applications software, and all configurations
Meet commitments and deliverables as related to participating/leading projects
Gather data pertaining to customer needs, and use the information to identify, predict, interpret, and evaluate system and network requirements
Creates and executes integrated testing strategies using test driven development principles to ensure solution integrity and quality
May perform other job duties as directed by Employee's Leaders
Knowledge, Skills and Abilities
Ability to analyze and resolve problems of moderate to high complexity
Strong knowledge of hardware components, systems, software, and networking technologies
Ability to perform troubleshooting, root-cause analysis, solution development, and implementation within specific technology areas
Skilled in strong partnering, negotiation, and communication in working with Business Customers and Technology support
Strong knowledge of systems development methodologies, practices, concepts, and technologies
Ability to develop, present, and effectively communicate ideas and strategies in both technical and user-friendly language to a medium-large audiences
Ability to design, configure, and test computer hardware, networking software and operating system software
Skilled in diagnosing, troubleshooting, and resolving hardware, software, or other network and system problems, and replacing defective components when necessary
Skilled in strong project management and analytical/creative problem-solving
Skilled in strong written, oral and interpersonal communications
Education
Required: High School Diploma or GED
Required: Bachelor's Degree in Business, Engineering, Computer Science, or Information Systems, or related field; or equivalent formal training
Experience
Required: Intermediate-level experience, fully functioning broad knowledge in system engineering
Preferred: Experience with networking and voice engineering
Preferred: Knowledge and experience of Verint WFO and writing AQM form
Preferred: Core Avaya Product experience such as: (CM/SM/SBC/Call Center Elite)
Licensing/Certification
N/A
Physical Abilities
Ability to perform work duties from limited space work station/desk/office area for extended periods of time
Ability to communicate and interact with others in the English language to meet the demands of the job
Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job
Other Qualifications
Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986
Must be at least 18 years of age
Must be able to comply with Company attendance standards as described in established guidelines.
Pay & Benefits:
Competitive market salary from $112,950 per year to $125,500 per year* depending on qualifications and experience. For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the Company.
Benefits you’ll love:
Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)
Up to a 9.3% 401(k) Company match, dollar for dollar, of your eligible pay, per paycheck**
Potential for annual ProfitSharing contribution toward retirement - when Southwest profits, you profit***
Explore more Benefits you’ll love: https://careers.southwestair.com/benefits
- Pay amount doesn’t guarantee employment for any particular period of time
***ProfitSharing contributions are subject to plan’s vesting schedule and are made at the discretion of the Company
Southwest Airlines is an Equal Opportunity Employer.
Please print/save this job description because it won't be available after you apply.
