Telecommunications Sr. Engineer – Shipboard Systems

“We create happiness.” That’s our motto at Walt Disney Parks and Resorts and it permeates everything we do. At Disney, you’ll help encourage that magic by enabling our teams to push the limits of entertainment and build the never-before-seen! Are you ready to join this team and make your impact?

Telecommunications Sr. Engineer – Shipboard Systems

The Telecom Sr. Engineer – Shipboard Systems will focus on providing elevated technical support for Disney Cruise Line’s telecommunications systems aboard its fleet of ships, islands, and world-wide ports.

The role requires knowledge and understanding of enterprise telephony and call center operations, including a comprehensive understanding of Cisco VOIP telecommunications systems, SIP technology, carrier services integration, IP networking, virtual server hardware and software, PBX/ACD programming, Hotel Management System (HMS) integrations, and wireless DECT phone systems.

This position is based in Celebration, Florida.

You Will:

• Provide technical support, administration, configuration, and optimization of telecommunications systems and services for Disney Cruise Line fleet of ships, islands, and world-wide ports

• Provide tier 1, 2 and 3 support for telecommunications systems consisting of Cisco PBXs, HMS, wireless DECT systems, wiring, and legacy adjunct systems

• Analyze, diagnose and resolve issues related to telecommunications systems’ software and hardware; effectively partner with shipboard engineers, vendors and internal partners as needed

• Perform tier 1, 2 and 3 troubleshooting and provide support for satellite, tie line and onboard communication services; effectively partner with service providers for problem resolution

• Maintain communication with management and shipboard engineers on all issues, including critical and widespread outages

• Responsible for medium to large projects, as assigned; ensure success of projects by effectively partnering with telecommunications vendors and internal team members, coordinating and advising activities related to project goals and completion, providing project reports, and documenting project status and related information

• Ensure all maritime safety and security protocols related to telecommunications systems and services are consistently maintained

• Partner with shipboard teams to develop, design and implement sophisticated programming and routing within ACD and non-ACD environments

• Conduct health checks and annual audits of shipboard telecommunications systems; review and analyze results

• Provide shipboard teams with technical training relative to telecommunications systems, equipment, features, and functionality

• Foster and maintain effectual relationships with telecommunications vendors and internal partners relative to the procurement of telephony products and services

• Develop SOGs and other documentation relative to telecommunications procedures, processes and troubleshooting as needed

• Maintain a current and detailed knowledge of supported hardware, software and solutions, wireless and satellite technologies, wiring, and diverse telecommunications services, as well as, business and application functionality to effectively service and support shipboard teams’ needs

• Learn and master configurations, programming, administration, call routing, and end user interfaces of new hardware, software, applications, and services

• Open, lead and close service request tickets for support activities; provide monthly service activity report for all tickets

• Provide 24x7 technical support as needed for shipboard operations

You Will Have:

• 5+ years configuring, implementing, and supporting VOIP platforms or systems of related Telecommunications administration and programming experience or equivalent

• 5+ years supporting Cisco Unified Communications Manager/Contact Center Express and related adjunct systems in a multi-site environment

• Demonstrated strong analytical, organizational, and decision making skills

• Demonstrated troubleshooting and problem resolution skills

• Ability to develop and analyze sophisticated telephony programming

• Desire to learn new telecommunications platforms and systems for support purposes

• Demonstrated outstanding interpersonal skills with the ability to develop and maintain effectual relationships with stakeholders and users

• Proven technical support provider with a strong passion for delivering service excellence

• Demonstrated technical knowledge of telecommunications and call center systems, services, applications, and operations

• Proven ability to read and interpret technical documents such as installation manuals, safety rules, operating and maintenance instructions, and procedure manuals

• Ability to conduct one-on-one and small technical training classes for Shipboard Officers and Engineers

• Showed skill in Microsoft Office including Word, Excel, Power Point, and Visio

• Excellent oral and written communications skills

• Proven ability to be a self-starter with minimal direction and follow-up

• Prioritize assignments while working in a fast paced environment with tight timelines

• Sense of urgency and attention to detail

• Great teammate with the ability to work effectively with all levels of Cast and Crew Members

• Able and willing to work flexible hours, including weekends, nights and holidays

• Domestic and international travel will be required

Required Education:

• Associate’s degree or equivalent experience in Telecommunications, Computer Science, Engineering or related technology field

Preferred Education:

• Bachelor’s degree in Telecommunications, Computer Science, Engineering or related technology field

• Current Specialist or Professional Cisco Collaboration certification

Preferred Qualifications:

• Knowledge of Disney Cruise Line's shipboard telecommunications operations and organization

• Knowledge of Hotel Management Systems (HMS) and integration with a PBX system

• Knowledge of carrier or satellite telecommunications systems

Additional Information

Benefits and Perks: Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities and special extras that only Disney can provide. Learn more about our benefits and perks at https://jobs.disneycareers.com/benefits.

About The Walt Disney Company

Walt Disney Parks and Resorts U.S., Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other basis prohibited by federal, state or local law. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

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