POSITION SUMMARY:

The primary purpose of this position is to oversee the administration, optimization, support, and governance of the credit union's enterprise communications platforms; with primary focus on UCaaS solutions, Enterprise Contact Center (ECC) technologies, Talkdesk, telephony services, call routing, and voice platform operations. The Communications Engineer serves as the primary technical resource for voice services, contact center operations, carrier services, call flows, workforce engagement technologies, and communications platform reliability. The Communications Engineer also supports approved AI-enabled communication features within these platforms, ensuring solutions are reliable, secure, compliant, well-documented, and aligned with business and member service objectives.

ESSENTIAL FUNCTIONS AND SUPPORTING DUTIES:

• Administer, support, and optimize enterprise UCaaS and telephony platforms. 
• Configure and maintain call routing, auto attendants, call queues, voicemail services, scheduling rules, and communications workflows. 
• Monitor communications platform performance, service availability, and call quality.
• Serve as the primary administrator for Talkdesk and related Enterprise Contact Center (ECC) technologies.
• Configure IVRs, call flows, skills-based routing, business hours, queue management functions, and workforce engagement capabilities. 
• Support contact center reporting, analytics, quality management, and operational improvements. 
• Configure, administer, and support approved automation and AI-enabled communication features within Talkdesk, ECC, and UCaaS platforms
• Maintain governance standards for UCaaS, ECC, voice, contact center, and related communications platforms.
• Serve as the primary technical liaison for Talkdesk, telecommunications providers, UCaaS vendors, ECC platform partners, carriers, and communications service providers.
• Ensure communications systems comply with organizational policies, information security standards, data retention requirements, and regulatory obligations.

QUALIFICATIONS AND REQUIREMENTS:

Required Education: Bachelor's degree in Information Technology, Telecommunications, Computer Science, Engineering, or related field.

Required Experience: 5-8 years’ experience supporting communications governance, compliance requirements, security reviews, and audit activities. Experience managing vendors, platform lifecycles, service agreements, and communications technology roadmaps.

Preferred Experience:

• Five or more years supporting UCaaS, ECC, CCaaS, contact center, or enterprise voice platforms.
• Experience administering Talkdesk or similar cloud contact center solutions. 
• Experience with RingCentral, Five9, NICE, Genesys, or similar UCaaS and CCaaS platforms. 
• Financial services or credit union experience

Required Knowledge: Strong understanding of SIP, RTP, SBCs, call routing, telephony architecture, and carrier services.

Equivalent combination of education and relevant professional experience may be considered in lieu of a formal degree.

Skills and Abilities:

• Ability to adhere to BayPort Credit Union’s Core Values:  Integrity, Be Bold, Compassion, Diversity, Innovation, It’s On Me, and One Team.
• Ability to set and manage priorities judiciously.
• Strong tactical and strategic planning skills.
• Exceptionally self-motivated and directed.
• Ability to articulate ideas to both technical and non-technical audiences.
• Superior analytical, evaluative, and problem-solving abilities.
• Strong project coordination and organizational skills.
• Ability to present ideas in business-friendly and user-friendly language.
• Keen attention to detail.
• Exceptional service orientation.
• Strong commitment to security, compliance, governance, and continuous improvement.
• Ability to work in a collaborative, team-oriented environment.

This job description is not an all-inclusive list of the responsibilities, skills, working conditions or essential functions of this job. Management reserves the right to modify, add or remove essential functions as business needs warrant.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and reserve the right to perform pre-employment substance abuse testing.