WAWA – Wawa, Inc. – Corporate Office
Job Title: Systems Engineer IV, Unified Communications
Department: Information Technology
Job Summary : The Systems Engineer IV, Unified Communications is responsible for telephony, video conferencing, audio/visual, and collaboration services. The role provides oversight of telecommunication and UC&C managed services and providers. Solutions, enhances, and supports complex unified communication and collaboration technology services for stores, corporate facilities, Regional Offices, and Training Centers. Works with the Network and Access Technologies Services Manager to set strategy, create new solutions, enhance existing services support, and provide subject matter expertise in the area of unified communication and collaboration.
Design, engineer, deliver and support unified communications, collaboration, video conferencing, and telephony services and solutions.
Serve as a technical subject matter expert in the areas of unified communications, collaboration, video conferencing, and telephony.
Oversee troubleshooting activities of telecommunications incidents and problems. Escalate incidents and problems to internal engineering teams and outside vendors if required.
Responsible for the enterprise integration, implementation, configuration and support of communications technologies (PBX, VOIP, UC, Teleconferencing, Telepresence, Mobility, Cloud, Cellular, Fax). This includes researching, testing, prototyping, designing, and engineering of solutions.
Apply IT information security standards and practices, as well as adhere to these standards, in the development and design of new and existing technologies within our corporate and store infrastructure.
Act as the service owner for PBX, VoIP systems, integrated voice and unified communications and collaboration platforms. Direct service provider and internal team activities relating to installation, administration and support of unified communications and collaboration.
Establish performance baselines for of unified communications, collaboration, video conferencing, and telephony systems. Create and respond to monitor alarms related to system performance. Optimize and enhance systems over their lifecycle.
Identify, diagnose, and resolve complex problems affecting the unified communications, collaboration, video conferencing, and telephony environments.
Lifecycle manage all video conferencing and audio-visual deployments and provide third level technical support. Ensure service providers maintain service level agreements for repair and incident response.
Identify, design, and deploy solutions to reduce costs and improve service in the areas of unified communications, collaboration, video conferencing, and telephony. Work with TEM provider to define and implement programs to lower communication costs.
Work with internal and external business partners to plan system enhancements necessary to address expanding business needs, reviewing and validating through appropriate channels.
Partner with service providers and internal support teams to resolve incidents and problems. Manage scheduled service reviews with key partners. Responsible for telecommunications expense management partner relationship.
Develop and execute upgrades to managed hardware and software. Monitor security advisories and patch hardware and software to remediate security issues.
Provide support teams with documented procedures and training material as well as safety standards in order to provide superior support services.
Develop, document and socialize production support models designed to enhance response times and maintain high availability of all production infrastructure components and systems.
Examine and reengineer these activities and related business processes in order to facilitate reporting and meet established business requirements/guidelines. Make appropriate cost saving recommendations to leverage the financial strategic plan.
Assist department manager in developing and managing budgets in the areas of unified communications, collaboration, video conferencing, and telephony.
Provide oversight for corporate policies and procedures, contract reviews, and project risk reviews.
Research, evaluate and stay current on emerging tools, techniques and technologies; maintain skills and capabilities through education, training and hands-on experience. Accept new responsibilities, as required, to enable business growth.
Ability to work well individually as well as in a team environment
Excellent oral and written communication skills; ability to communicate technical concepts to non-technical Associates
Excellent customer service skills
Ability to work autonomously
Detail oriented with excellent organizational and time management skills
Strong analytical and troubleshooting skills
Ability to handle multiple projects simultaneously and independently
Excellent interpersonal and vendor management skills
Proven self-starter with demonstrated ability to make decisions
Excellent leadership and vendor management skills
Ability to provide significant amount of support outside of normal working hours, as needed
Ability to be on-call when required
Technical subject matter expert in the field of Telecommunications
Tactful and professional when dealing with difficult personalities
Bachelor’s degree in an Information Technology discipline preferred or equivalent work experience
Experience with network switches and routers. Extensive understanding of layer 2 and 3 route/switch technologies, queuing, quality of service, and class of service
Knowledge of VoIP protocols, topologies, telecommunications circuits, and related technologies (e.g. SIP, SCCP, MGCP, H.323, H.264, TCP/IP, UDP, RTP, VLANS, Security, QoS, PRI E1/T1, SNMP, NTP, Multicast, Unicast)
Experience with multiplatform unified communications, collaboration, video conferencing, and telephony environments (e.g. Cisco, Avaya, Microsoft)
Expertise with unified communication and collaboration platforms (e.g. Teams, WebEx)
General understanding of network infrastructure and components
Solid understanding of telephony concepts (e.g. PBX, circuits, dial plans, routing)
Minimum of five years of related work experience
Technical certification(s) desired (e.g. Cisco CCNA Voice and/or Collaboration, Avaya, Microsoft MCSE:Communication)
Experience with enterprise infrastructure design, implementation, and support
Minimum of five years administering an enterprise telecommunication infrastructure with multiple branch locations in diverse geographical regions
Exposure to support ticketing and enterprise infrastructure management platforms
Experience managing telepresence and video conferencing endpoints (Cisco, Polycom, Microsoft)
Ability to synthesize and master technologies and technology platforms
Knowledge of standard support frameworks
Skilled in training junior engineers and technicians
Experience managing projects
Wawa will provide reasonable accommodation to complete an application upon request, consistent with applicable law. If you require an accommodation, please contact our Associate Service Center at [email protected] or 1-800-444-9292.
Wawa, Inc. is an equal opportunity employer. Wawa maintains a work environment in which Associates are treated fairly and with respect and in which discrimination of any kind will not be tolerated. In accordance with federal, state and local laws, we recruit, hire, promote and evaluate all applicants and Associates without regard to race, color, religion, sex, age, national origin, ancestry, familial status, marital status, sexual orientation or preference, gender identity or expression, citizenship status, disability, veteran or military status, genetic information, domestic or sexual violence victim status or any other characteristic protected by applicable law. Unlawful discrimination will not be a factor in any employment decision.