UC Engineer

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm, we are dedicated to serving the homeowner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.

Position Summary

The Unified Communications Engineer is a key technical position and plays an important role in the organization by performing number of activities related to the company’s varied voice technologies, including on-premises Unified Communications and hosted (cloud) Solutions. The role is primarily responsible, under limited supervision, for designing, developing, implementing, maintaining, and enhancing telecommunication networks, systems and equipment. Responsibilities include to developing solutions that meet business requirements, working with analysts on the current networks and equipment to identify opportunities for improvement. The UC Engineer will lead the team in troubleshooting, installing, and designing products for the department.

Essential Functions

• Responsible for supporting healthy inter-departmental relationships and communications between UC teams and other departments within the company.
• Responsible for supporting the department for issues with UC systems. This is not limited to phones, UCCS, USaaS, CX, and others.
• Routine call analysis reporting. Verify that calls are made and that no issues are seen during the regular business day.
• Support the call reporting and use of the UCCX (Call Center) at the home office. Verify reporting is running and systems are operational.
• Troubleshoots UC systems
• Supports Support Desk (Help Desk) ticket processing under SLA 
• Functions as process second-level escalation in support ticket resolution
• Prepares cost and time estimates for installing, implementing, and operating new equipment.
• Coordinates the installation and implementation of UC equipment and software features to include standard protocols for voice or data.
• Tests the hardware/software of new UC systems.
• Instructs end-user personnel on the application and capabilities of the UC systems.
• Helps to manage the planning and design of end-user training programs and schedules.
• Monitors the operations of the system and services of vendors.
• Perform other duties as assigned by management.

Qualifications

• Bachelor’s degree in computer science or equivalent
• Minimum of three years of Unified Communications experience in a fast-paced environment
• Minimum of three years of successful support of business initiatives
• Effective communicator and self-motivated.
• The position entails various duties that may often change and requires the ability to think logically/use step-by-step procedures to analyze/solve problems.
• Must be capable of following processes and procedures reliably and accurately.
• Work within precise limits or standards of accuracy
• Must have documented understanding of computer equipment and links for voice, text, image, data, and video transmission.
• Must have the ability to work cross-functionally in a virtual organization while interacting with multiple organizational business units

Supervision

• Limited to intermittent supervision, depending on experience
• Uses sound judgment in executing core job responsibilities, considering downstream impact
• Travel: 0 - 5%

Requirements

• Physical: Work is primarily sedentary; mobility in an office setting.
• Manual Dexterity: Frequent use of computer keyboard and mouse.
• Audio/Visual: Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Regularly required to accurately perceive, distinguish and interpret information received visually and through audio, e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.
• Environmental:  Office environment – no substantial exposure to adverse environmental conditions.

Guild offers a pleasant work environment, competitive compensation and excellent benefits package, including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

Guild Mortgage Company is an Equal Opportunity Employer. 

Targeted Salary Range: $73,000 - $100,000 annually

Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant’s geographical location.

REQ#: UCENG016573