16 days old

Telecommunications Engineer, AA Credit Union Systems Security

American Airlines
Fort Worth, TX 76102

Location: AAFCU Headquarters (DFW-AACU) 
Additional Locations: None
Requisition ID: 37956 


Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job
  • ​This job is a member of the Credit Union Team within the American Airlines Credit Union.
  • ​Responsible for designing, deploying, and maintaining all aspects of American Airlines Credit Union’s telecommunications infrastructure and systems.
What you'll do
  • ​Manages the company’s telecom needs including ACD administration, voicemail, call recording, call routing, VOIP, voice circuits, add/moves/changes, telecom servers, gateways, and power over Ethernet infrastructure
  • Acts as escalation point (Tier 3) for all Credit Union network ACD, VOIP, and telecom incidents, issues, production system problems
  • Maintains and manages 200+ seat call center systems, including quality management, work force management, predictive dialer, IVR, etc.
  • Works with 32 Branch Managers to centralize telecommunication support and oversight for all branch telephone systems
  • Works with Branch Managers and business units throughout the Credit Union, and Senior Management, to drive strategy and leverage telecommunication systems
  • Develops and programs reporting and ACD call flows to meet business unit needs
  • Looks for synergies and opportunities to drive change and reduce cost by improving processes, such as reducing number and cost of Branch telephone lines and systems
  • Continues employee training, education and communication about the ACD, to maximize employee understanding and usage
  • Manages external telecommunication vendors
  • Manages $600K annual budget, invoice reviews and payment, and licensing compliance
  • Develops and matures phone/ticket escalation processes regarding voice infrastructure to provide Tier 1 and Tier 2 service desk documentation and escalation processes
  • Serves as Telecommunications Systems Administrator – phone provisioning, upgrades, data retention, scheduling, performance, and configuration
  • Ensures the security and confidentiality of all account and related information which is part of their work and for ensuring that his/her work is in compliance with all applicable laws and regulations including, but not limited to, the Bank Secrecy Act
All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

  • Bachelor’s degree in Computer Science, Engineering, Management Information Systems or related field, and/or 10 years of equivalent progressive experience
  • 5 years experience with legacy MCI or AT&T voice networking or heavy voice communications troubleshooting experience and support of a customer-facing call center

Preferred Qualifications- Education & Prior Job Experience

  • ​Experience with design/architecture background (experience with design for disaster recovery/business continuity planning)
  • Experience with vendor voice circuit design
  • Experience with budgeting, purchasing, and variance reporting

Skills, Licenses & Certifications

  • Skilled in Microsoft Office software (e.g., Word, Excel, Access, PowerPoint) gained through either work experience with the software or education and hands-on use of the software
  • Ability to demonstrate excellent oral and written communication skills & exercise effective interpersonal skills
  • Ability to demonstrate excellent planning and organization skills with the ability to prioritize and manage multiple assignments simultaneously with attention to detail
  • Skilled in excellent troubleshooting skills and the ability to analyze problems objectively
  • Ability to think logically, manage competing priorities and meet deadlines
  • Ability to be on-call 24/7 and flexibility for occasional overnight travel
  • Ability to lift and transport moderately heavy objects, such data center hardware (routers, switches, and servers)
  • Ability to sit for prolonged periods of time while operating a computer
  • Ability to pass applicable American Airlines pre-hire compliance checks
  • Must have acceptable credit history, which will be verified
  • Ability to maintain satisfactory performance and attendance
What you'll get

Feel free to take advantage of all that American Airlines has to offer: 

  • Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
  • Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more. 
  • Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
  • 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
  • Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
Feel Free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.

Additional Locations: None
Requisition ID: 37956 


Posted: 2020-05-12 Expires: 2020-06-11

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Telecommunications Engineer, AA Credit Union Systems Security

American Airlines
Fort Worth, TX 76102

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