Sr. Network Voice Engineer – Shipboard Systems

Job ID 10097857 Location Celebration, Florida, United States Business Disney Experiences Date posted Sep. 23, 2024

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"I didn't think it was possible that something I did for fun - telling sports stories through stats - could become my job until I came here."

Ana, Sr. Researcher, ESPN

Job Summary:

Sr. Network Voice Engineer – Shipboard Systems

The Sr. Network Voice Engineer – Shipboard Systems will focus on providing technical support for Disney Cruise Line’s telecommunications systems aboard its fleet of ships, islands, and world-wide ports. The role requires knowledge of both TDM and IP telecommunication configurations and related components within a hospitality environment.

ROLE RESPONSIBILITIES

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 stakeholders, coordinating and directing 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 complex 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 thorough 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, manage 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

BASIC QUALIFICATIONS

Minimum 5 years’ experience configuring, implementing, and supporting VOIP platforms or systems of related Telecommunications administration and programming experience or equivalent
Minimum 5 years’ experience 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
Proven ability to develop and analyze complex telephony programming
Desire to learn new telecommunications platforms and systems for support purposes
Demonstrated exceptional interpersonal skills with the ability to foster 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
Demonstrated proficiency 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 supervision and follow-up
Proven ability to effectively prioritize assignments while working in a fast-paced environment with tight deadlines
Proven strong sense of urgency and attention to detail
Proven team player with the ability to work effectively with all levels of Cast and Crew Members

PREFERRED QUALIFICATIONS

Proven knowledge of Disney Cruise Line's shipboard telecommunications operations and organization
Proven knowledge of Hotel Management Systems (HMS) and integration with a PBX system
Proven knowledge of carrier or satellite telecommunications systems

REQUIRED EDUCATION

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

PREFERRED EDUCATION

Current Specialist or Professional Cisco Collaboration certification

ADDITIONAL INFORMATION

Able and willing to work flexible hours, including weekends, nights and holidays
Domestic and international travel will be required

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About Disney Experiences:

Disney Experiences brings the magic of Disney stories and franchises to life through theme parks, resorts, cruise ships, unique vacation experiences, products and more around the world. Disney shines in the travel industry with six resort destinations in the United States, Europe and Asia; a top-rated cruise line; a popular vacation ownership program; and an award-winning guided family adventure business. Plus, Disney's global consumer products operations include the world's leading licensing business; the world's largest children's publishing brands; one of the world's largest licensors of games across all platforms; and Disney store locations around the world and on the web.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Walt Disney Attractions Technology LLC, which is part of a business we call Disney Experiences.

Walt Disney Attractions Technology LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information or disability, or any other basis prohibited by federal, state or local law. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.

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The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email Candidate.Accommodations@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

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Explore this Location Celebration, FL

The picture-perfect community of Celebration, 25 minutes southwest of Orlando, is a place like no other. Founded by The Walt Disney Company in the 1990s and named one of Forbes Magazine’s prettiest neighborhoods in America, Celebration features an idyllic downtown with architecture inspired by traditional Southern towns.