United Airlines Inc Hiring for Voice Engineer – IT Systems Job at Arlington Heights, IL Full Time

There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run “Business Resource Group” communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

We believe that inclusion propels innovation and is the foundation of all that we do. United’s Digital Technology team spans the globe and is made up of diverse individuals all working together with cutting-edge technology to build the best airline in the history of aviation. Our team designs, develops and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions.

Key Responsibilities:

The Voice Engineer is responsible for supporting all Voice infrastructure. Individual will handle all incident, problem and change management of voice related issues. Maintains 24×7 operation and ensures production availability of the Voice infrastructure.

Monitors and manages all voice infrastructure to ensure availability and performance metrics are met.

• Handles 3rd party relationships relating to Network Operations (i.e. SITA, Verizon, AT&T, etc.) to ensure service levels agreements are met. – Consults with other technology teams to ensure operational success. Delivery/Support – Ensure the availability, performance, and operational integrity of Voice Operations domain.
• Tracks and escalates open issues to ensure operational success.
• Performs root cause analysis to quickly recover from any voice service interruption, and to prevent recurring problems.
• Reviews all network related change management tickets to ensure their promotion into the production environment is operationally ready.
• IT Process Management and Administrative – Encourages and enforces compliance to IT Service Management process and procedures pertaining to Voice Operations.

Responsible for configuration and setup of CISCO Unified Communications manager equipment and CISCO Unity Voice mail

• Support all advanced intelligent call routing platforms such as Genesis and Cisco call manager as well as using CTI technology to integrate voice and data information flows.
• Provide 24/7 maintenance and support for the United Airlines Enterprise and contact center voice and network.
• Responsible for incident, change and problem management of non-contact center related voice platforms.
• Communicates the business impact and ensures the right resources are engaged within incident management to quickly resolve operational issues.
• Ensures PCI compliance of production voice infrastructure.
• Encourage and implement compliance to IT Service Management process and procedures.
• Accountable for timely identification of voice services, problems and resolution of service incidents using AT&T Business Direct, Verizon Enterprise Center.
• Manage the voice network through vendors and 3rd party relationships with multiple domestic and international carriers. (i.e.: SITA, AT&T, Verizon, BT, etc.)
• Monitor inbound (Domestic & international toll-free networks) terminating in multiple domestic and international contact centers. Cisco Cube, CME, & UCCE.
• Fast response to problem identification, advising affected groups and timely problem resolution using, Prognosis and Service Now.
• Escalation to 3rd and 4th level support, confirmation of resolution, and follow-up on incident documentation.
• Ensure availability, performance and operational integrity of Voice Infrastructure.
• Coordinate, solve, supervise and raise Voice related issues and activities with internal and external technology teams to support operational needs of the business for voice.

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!

What’s needed to succeed (Minimum Qualifications):

• 2-3 years of experience as a Voice Engineer
• Associate’s Degree in IT

What will help you propel from the pack (Preferred Qualifications):

• Bachelor’s Degree in IT

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact [email protected] to request accommodation.