Senior Infrastructure Specialist

Senior Infrastructure Specialist (M/F/d)*

**Company**
Munich Re
**Location**
Munich, Germany

This role is a key technical position within the Global Contact Center & Voice Team. Our responsibility is the Global Voice infrastructure and global contact center landscape utilizing technical capabilities such as AudioCodes for Session Border Controllers, Microsoft Teams Enterprise Voice and a cloud based Contact Centre as a Service platform.

We are looking for an experienced Engineer to join us in our global team. Your role as a Senior Infrastructure Specialist is to implement, maintain and improve the Global Voice Infrastructure continuously. As a global team player you are matching into our professional team, we are looking for over 10 years’ experience in the Telecom Industry.

**Responsibilities**
- Provide Design and Architecture recommendations to improve current environment.
- Provide technical oversight and ongoing programming for complex system design and troubleshooting.
- Take on ownership of assigned Telecom System(s), which may include Vendor Management, Patching, Troubleshooting and Upgrades.
- Work as Telecom technical expert or lead on large projects to provide Design/Architecture and Implementation responsibilities.
- Project expert or lead on Telecom only projects.
- Work as Telecom technical expert or lead and provide Root Cause analysis as needed on P1 or P2 Incidents.
- Provide Tier II/III internal support for Telecom co-workers on Incidents/Projects as needed.
- Provide mentoring and training to Telecom co-workers as needed.
- Lead resource for Voice Infrastructure Design, Disaster Recovery, SIP and wider Call Center functions.
- Primary Team resource to locate, review and recommend new technologies in the Telecom arena.
- Manage and Submit Change Control requests following all company policies.
- Capture new solutions and update outdated ones in the knowledge management system.
- Access Vendor web portals to initiate Incidents, Pull Reports, Request quotes, Review/Analyze Billing and any other function as required.
- Gather quotes for new services, and/or request terminations from Vendors.
- When requested assist with reviewing, managing and planning of departmental expenses.

**Experience Criteria**:

- Minimum of 10 years’ experience in IT/Telecommunications
- 8-10 years’ experience supporting any of the various Enterprise Telecom Platforms including but not limited to PBX, IVR, SBC, Call Center, Voice Mail, Call Recording, and Call Accounting systems.
- 5 years’ experience troubleshooting complex Telecom related issues, with both Vendors and Internal Networks.
- 3-5 years’ experience with Vendor Management and Maintenance Contract review and analysis.
- 2 years’ experience using an Incident Management software to support Installs, Moves, Adds and Change requests. (IMACs)
- In-depth knowledge of VoIP Technologies and the interdependencies with WAN/LAN environment.
- In-depth knowledge of Telecommunication platforms including Analog, Digital, VoIP (SIP and H323), Gateways, ISDN-PRI Trunking, and SIP Trunking
- Familiarity with Telecom related Billing and Procurement processes and procedures.
- Design and Implement Enterprise Voice Platforms

**Competencies**:

- Ability to communicate, written or verbally, complex technical issues to Senior Management, who have varying levels of technical background and experience.
- Customer-focused with demonstrated ability to work directly with end-users who have varying levels of technical background and experience.
- High Level troubleshooting and problem-solving skills and attention to detail.
- Ability to work independently and be effective in a team environment.
- Ability to prioritize and adjust work focus based on immediate needs.
- Strong Leadership skills and ability to mentor team members.
- Strong Vendor Management experience

**Technical Experience**:

- Session Border Controller (SBC), preferred with AudioCodes Vendor Certification
- PBX config level experience incl. Certification (UNIFY, Cisco, Avaya or similar) is a plus but not a requirement
- Network, Firewall and Security basics
- ISDN-PRI and SIP Trunks
- Software Patching, Server Maintenance and Network interdependencies with VoIP.
- Call Recording Platform
- Call Accounting Platform
- IVR Platform
- Multi-Channel Contact Center Platforms

**About us**

As the world's leading reinsurance company with more than 11,000 employees at over 50 locations, Munich Re introduces a paradigm shift in the way you think about insurance. By turning uncertainty into a manageable risk we enable fundamental change. Join us working on topics today that will concern society tomorrow, whether that be climate change, major construction projects, medical risk assessment or even space travel.

Together we embrace a culture where multiskilled teams dare to think big. We create the new and the different for our clients and cultivate innovation.

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