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Telecommunications/Voice Engineer

Location: Dallas, TX, United States
Req ID: 018176

Job Description


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Ready to be a Cooper too? This might just be right up your alley!

We’re here to keep the dream of home ownership alive. Oh, and while we’re at it, we’re determined to change the lending industry itself. It’s simple, but it won’t be easy. And we’ll need a great team behind us. (That’s where you come in.) We want to show the world that transparency, candor and collaboration aren’t just good values. They’re good business. Working here isn’t for people who want to punch a clock. It’s for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.

The Telecommunications/Voice Engineer is a critical member of our Voice Services Team and is responsible for maintenance, configuration, and support of the Avaya Communication Platform. This individual will manage/administer the Company’s telecommunications systems and equipment, be responsible for the day-to-day monitoring and operational support of the Company’s telecom infrastructure and manage related vendors and/or maintain hardware/software as needed.

Essential Functions

  • Strong knowledge on Avaya Communication Platform, Call Center applications, including but not limited to ACD, Dialer, Call Routing, Skills, VDN, Vector and Variables

  • Understanding of Verint Call Recording, Speech Analytics, DPA/Triggers, and Work Force Management Systems

  • Telecom break/fix ticket management and support. Interacts with end-users and all levels of management in developing solutions to problems or creating efficiencies pertaining to Telecom processes that impact the business

  • Works with other IT team members to develop design strategies and implementation plans for new initiatives and/or to resolve problems

  • Provide training and orientation to users of new and existing technology and training/guidance to other team members or line of business

  • Works with internal monitoring team to confirm all voice infrastructure devices are correctly defined and monitored

  • Proactive analysis, troubleshooting and resolution of telecommunications systems and circuit issues in a timely manner

  • Implement, maintain and troubleshoot Avaya Aura class media servers and gateways running Avaya Communications Manager 8.1.3 or higher, Avaya Experience Portal, Avaya Aura Messaging and CMS

  • Manage firmware levels and core release upgrades for all devices

  • TDM and SIP Protocol, SIP Trunks and Session Border Controllers, Session Manager and System Manager deployments

  • Proficient with DHCP settings including option 242, Avaya 46xx settings file and VoIP, H.323 and SIP firmware deployments

  • Will serve as backup to peers on existing work and will be involved in projects as needed.

Desired skills and Experience

  • Bachelor's degree, preferably in related field preferred or equivalent work experience 
  •  Minimum 5-10 years’ experience with complex voice design, operational support, hands-on implementation and configuration of voice systems

  • In-depth knowledge of voice technologies IP telephony and SIP 

  •  In-depth experience designing, implementing, and troubleshooting voice technologies 

  • In-depth understanding of IP data, voice, and video networking concepts preferred.

  • Excellent oral communication and technical writing skills.

  • Expert with MS Office Suite and Visio 

  • Strong command of leadership and customer service skills essential

  • Strong analytical, troubleshooting and problem resolution skills

  • Familiarity with basic graphical modeling approaches, tools and model repositories

Mr. Cooper is committed to nurturing a diverse and inclusive environment where every employee is empowered to be their authentic self.  We know that a large part of our success as a business is directly tied to our ongoing efforts to attract and retain diverse talent and maintain an inclusive environment where each employee can thrive.  Embracing and leveraging diversity through an inclusive work environment fosters new ideas, new insights, and constant innovation.  We strive to weave the principles of diversity and inclusion throughout the fabric of how we work, how we interact, and how we engage with our customers and the community.

Job Requisition ID:


Job Category:

Information Technology

Primary Location City:


Primary Location Region:


Primary Location Postal Code:


Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

Line of Business:

Information Technology

Additional Posting Location(s):


Alternate Requisition:



Critical member of our Voice Services Team - responsible for maintenance, configuration, and support of the Avaya Communication Platform. Manage/Administer the Company’s telecommunications systems and equipment. Responsible for the day-to-day monitoring and operational support of the Company’s telecom infrastructure. Work under limited supervision and report to AVP, VP or SVP of department.
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