Description

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 Principal Voice Engineer Supports the enterprise voice technologies with an emphasis on Cisco CUCM VoIP solutions, including but not limited to all headquarter office, Operations Center, sales office, and domestic and international airport voice platforms. Provide consultation and direct technical support in incident, problem and change management processes for all enterprise voice related issues. Liaison to internal and external customers, ensuring enterprise voice-related needs is met. Implement system maintenance/administration, releases, upgrades, and/or changes into the environment. Ensure platform performance and availability meet enterprise objectives through monitoring, timely service restoration, diagnostics and tuning.

Interface:

• Manages 3rd party relationships relating to Voice Operations (i.e. Cisco, AT&T, etc.).

• Responsible for incident, change and problem management for related voice platforms.

• Manages highly visible/risky changes and ensures voice infrastructure is running efficiently.

• Responsible for routing, logical changes, and infrastructure support of voice platforms.

• Consults with other technology teams.

• Actively participates in the United Daily System Operations briefings, as needed, representing Enterprise Voice Operations with a focus on improving IT services to all United end users.

• Provide on-site, and on-call 7x24x365 support, as needed

Delivery/Support:

• Ensure the availability, performance, and operational integrity of Voice Operations domain.

• Communicates the business impact and ensures the right resources are engaged within incident management and/or change management to quickly resolve operational issues and minimize operational impact.

• Uses knowledge of United Airlines’ business to drive out solutions for tactical direction within Voice Operations.

• Tracks and raises open issues to ensure operational success.

• Coordinate activities with internal and external technology teams to support operational needs of the business.

• Responsible for providing final approval of technology deployment prior to their promotion into the production environment of enterprise voice devices.

• Ensures PCI and Cyber Security compliance of production voice infrastructure.

IT Process Management and Administrative:

• Encourage and enforce compliance to IT (ITIL) Service Management process and procedures.

• Ownership of incident, problem and change management for enterprise voice-related issues.

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!

Qualifications

What’s needed to succeed (Minimum Qualifications):

• 5 years of IT experience including 3 years Enterprise Voice Support

• Cisco Call Manager - CUCM 12.6.x

• Cisco Unity – 12.6.x

• Voice or Data Network Operations or Engineering experience

• Plus, but not required: Cisco Certifications, CCVP, ITIL Foundations Certifications (Certs with less experience would qualify)

• Bachelor’s Degree in Computer Science, Information Systems, or other related field, or an equivalent combination of experience, education, and/or training.

• Expert knowledge of multi cluster CUCM configuration and infrastructure including CUBE, SBC, Gateways, Routers, and CER.

• A working knowledge of ATT and Verizon carrier systems and networks.

• Working knowledge of adjunct voice technologies such as Call Recording, Voice Reporting, and Turret system platforms.

• May require 5+ years of experience in the field or in a related area.

• Familiar with a variety of voice technology concepts, practices, and procedures.

• Must be legally authorized to work in the United States for any employer without sponsorship

• Successful completion of interview required to meet job qualification

• Reliable, punctual attendance is an essential function of the position

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

• Airline experience

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 JobAccommodations@united.com to request accommodation.

Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT