SR ENGINEER - OMNICHANNEL - IT VOICE SERVICES

Position Overview:

The primary responsibilities of the Sr Engineer – OmniChannel – IT Voice Services include supporting The Venetian Resort’s call centers and Omnichannel environment. This position will be the Subject Matter Expert (SME) for our OmniChannel environment and will be involved in day-to-day Voice Services operations for The Venetian Resort and Expo Convention Center.

All duties are to be performed in accordance with departmental and The Venetian Resort’s policies, practices, and procedures.

Essential Duties & Responsibilities:

OmniChannel

• Oversee the integration of multiple channels (e.g., Voice, Email, SMS, Chat, Ai) to create a unified customer journey.
• Collaborate with IT and digital teams to ensure system compatibility and data synchronization.
• Utilize data analytics to monitor channel performance, customer interactions, and campaign effectiveness. Generate reports and provide insights to stakeholders to drive continuous improvement.
• Stay updated on the latest technologies and tools which support omnichannel strategies.
• Evaluate and recommend new solutions to enhance customer engagement and operational efficiency.
• Provide training and support to staff on omnichannel practices and tools.
• Assist with the installation, configuration, and ongoing usability of Voice and Call Center Solutions.
• Diagnose and troubleshoot all Omnichannel/Call Center related issues.

Additional Duties & Responsibilities:

Voice Services

• Escalate issues to a manager or the appropriate SME when assistance is needed.
• Work with NOC and appropriate staff to determine and resolve problems received from stakeholders.
• Assist with planning, implementation, and go-live support of Voice Services projects.
• Assist customers with technical support of all Voice Services related technology. Support includes telecom break/fix, new requests, moves, adds, and changes. Activities require interaction with application software and hardware to diagnose and resolve problems.
• Perform proactive maintenance of Voice Services hardware and software.
• Perform complex tasks associated with telecommunication functions such as ACD, Voice Mail, Auto Attendants, Menu Scripting, Session Border Controllers, LINUX OS, server/application and Call Accounting.
• Certificate renewal/troubleshooting.

• Ensure compliance with security standards such as PCI-DSS, GDPR, and PAD, and enforce these standards to protect customer data
• Basic understanding of IP protocols and networking fundamentals.
• Maintains accurate records in ticketing system and regularly updates service tickets assigned.
• Respond to emails, chats, calls and set expectations with customers based on priority, impact, and urgency.
• Participate in on call rotation for after hours and weekend coverage when assigned.
• Safety is an essential function of this job.
• Performs other related duties as assigned.

Additional Duties & Responsibilities:

Company Standards of Conduct

All The Venetian Resort Team Members are expected to always conduct and carry themselves in a professional manner. Team Members are required to observe the Company’s standards, work requirements and rules of conduct.

Minimum Qualifications:

• Associate’s degree or equivalent job experience.
• Must be able to obtain and maintain required licenses, and any other certification or license, as required by law or policy.
• 5 years’ experience in a PBX/Avaya Communication Manager applications.
• Demonstrated expertise in the implementation and support of a cloud-based omnichannel solution (Voice, Email, SMS, Chat, AI), such as Five9, NICE CX, or TalkDesk.
• Hands-on experience with system administration, including adds, moves, and changes (MAC), particularly within Avaya CM, System Manager, CS1K, and Oracle Session Border Controller environments.
• Basic knowledge of Avaya Communications Manager including System Manager, Avaya Control Manager, Avaya CS1k, LINUX OS command level troubleshooting, IX Messaging, Avaya Contact Center Elite, Avaya Experience Portal, Dynamic Self-Serve scripting, G450 Gateways, Oracle Session Border Controller, Workforce Optimization, and general telecommunication troubleshooting is required.
• Experience with certificate renewal (Avaya/Windows/LINUX) and troubleshooting.
• Working knowledge of IX Messenger, Avaya Contact Center Elite, LINUX OS commands troubleshooting.
• Ability to communicate clearly and effectively in English, both in spoken and written form.
• Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.
• Must be able to work varied shifts, including nights, weekends and holidays.

Physical Requirements:

Must be able to:

• Lift or carry 50 pounds, unassisted, in the performance of specific tasks, as assigned.
• Physically access all areas of the property and drive areas with or without reasonable accommodation.
• Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
• Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.
• Ability for prolonged periods of time to walk, stand, stretch, bend and kneel.
• Work in a fast-paced and busy environment.
• Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke.