Senior Telephony Infrastructure Engineer

Responsibilities

• Design and support telephony infrastructure across 70+ domestic and international locations
• Oversee telecommunications technology, including Avaya hardware, configuration, and carrier/network services
• Diagnose and resolve Level 3 support issues related to PBX, hardware, network, and carrier problems
• Manage large-scale projects including equipment upgrades, new location setups, and technology integrations
• Lead vendor relationships and carrier management
• Interface with cloud providers to manage service integrations (SaaS, PaaS, CCaaS)
• Collaborate with network and security teams to configure ACLs, firewalls, load balancers, and routing
• Lead PCI and ITIL compliance initiatives, including infrastructure updates and documentation
• Perform Avaya System/Session Manager tasks (Move, Add, Change) and manage SIP-based routing

Requirements

• Bachelor's degree or equivalent work experience
• Minimum of 2 years of VoIP experience in a contact center environment
• Advanced understanding of telecom (voice) and data networking
• Proficiency with Avaya systems, including Media Gateways, Media Servers, CMS, ASA, AES, and Session Manager
• Extensive experience with data networking technologies (firewalls, gateways, routers, switches, load balancers, LAN/WAN)
• Ability to travel up to 10% for project needs and support, including overnight and international trips

About the Company

The Walt Disney Company is a leading diversified international family entertainment and media enterprise. Through a combination of creativity, innovation, and technology, Disney creates world-class stories and experiences that reach consumers and guests from every corner of the globe.