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Sr. Voice Engineer in West Hills at QBE

Date Posted: 11/18/2018

Job Snapshot

  • Employee Type:
  • Location:
    West Hills
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Execute complex telecommunications services by designing and maintaining telecommunications equipment and troubleshooting issues to ensure usability and alignment with business objectives.

Primary Responsibilities:

  • Develop and implement efficient and effective telecommunications systems by guiding installation of technologies and providing on-going maintenance and support to support business requirements and key stakeholder expectations
  • Assist in the execution of accurate, effective telecommunications systems by partnering with team and key stakeholders, identifying opportunities for efficiencies and monitoring telecommunications equipment to ensure quality level of service and alignment with business needs
  • Deliver technical solutions for complex telecommunications issues by analyzing business needs and troubleshooting errors to restore and re-route telecommunications services within agreed upon service level agreements
  • Mentor junior telecommunications engineers by regularly communicating, gathering inquiries and guiding engineers on best practices to support alignment with business operations and service level commitments
  • Support timely and efficient team operations by sharing knowledge of telecommunications systems and call center best practices to guide completion of assigned workload according to established timelines 
  • Contribute to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value “can do” people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun
  • Adopt QBE values in personal work behaviors, decision-making, contributions and interpersonal interactions; manage own career development by soliciting feedback and valuing other perspectives


  • Bachelor’s Degree or equivalent combination of education and work experience
  • Degree in Telecommunications, Computer Science, Information Technology or related field


  • 5 years relevant experience
  • Telecommunications experience; contact center systems experience


  • ICCE (Interactive Intelligence Certified Engineer) or Equivalent
  • ICHD (Interactive Center Handler Developer) or Equivalent


  • Advanced working knowledge of Voice and PRI technology
  • Advanced working Knowledge of Interactive Intelligence CIC Platform
  • Advanced working knowledge of Legacy TDM, VOIP and SIP Services, and IP Telephony PBX
  • Advanced working knowledge of Cisco Unified Communication Manager
  • Working knowledge of Tiger Reporting
  • Advanced working knowledge of ACD systems
  • Advance working knowledge of Contact Center systems from ACD routing to IVR/self-service and ancillary systems (WFM, real-time/historical reporting, agent performance and skills-based routing)


  • Generate or adapt equipment and technology to serve user needs; understand the needs and goals of customers and actively look for ways to meet them
  • Prioritize existing resource needs and ensure future resource availability
  • Communicate information in a clear, well-organized and professional manner; collaborate with key stakeholders across multiple levels
  • Design, set-up, operate and correct malfunctions involving application of machines or technological systems
  • Clearly and confidently convey information to internal and external stakeholders
  • Strong technical knowledge of contact center operations


  • Analyze information and use logic to address work-related issues and problems
  • Generate original, innovative solutions to difficult or unusual situations
  • Work with people at different levels within the organization to accomplish a common goal
  • Identify measures of system performance and the actions needed to improve or correct performance, relative to the goals of the system

Travel frequency:

  • Infrequent (approximately 1-4 trips annually)

Physical demands

General office jobs

  • Work is generally performed in an office environment in which there is not substantial exposure to adverse environmental conditions. Must have the ability to remain in a stationary position for extended periods of time. Must be able to operate basic office equipment including telephone, headset and computer. Incumbent must be able to lift basic office equipment up to 20 pounds.

Number of Openings:


How to Apply:

To submit your application, click "Apply" and follow the step by step process.

Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.

The companies of QBE North America are committed to equal employment opportunities. All qualified applicants will receive consideration for employment without regard to age, disability, marital or parental status, national origin, citizenship, race, color, religion, sex, sexual orientation, or veteran status. All personal information contained in this application will be kept confidential as required by law.