Senior Telephony Infrastructure Engineer

Job Description

“We make magic.” That’s our motto at Walt Disney Parks and Resorts. And it permeates everything we do. At Disney, you’ll help inspire that magic by enabling our teams to push the limits of entertainment and create the never-before-seen!

This position is based at Disney Central Reservation Center in Orlando, FL. 

As a Senior Telephony Infrastructure Engineer, you will be responsible for designing and supporting telephony infrastructure across 70+ domestic and international locations, serving thousands of users and stations. You will leverage your expertise in Avaya telephony programming, troubleshooting, and network infrastructure to ensure smooth operations. In this role, you will manage large-scale projects, including equipment upgrades, new location setups, and the integration of new technologies. Additionally, you will coordinate with cross-functional teams to ensure the successful completion of these projects. 

You will report to the Manager, Telecommunications. 

You Will: 

As a Senior Telephony Infrastructure Engineer, you will be involved in the following key activities: 

• Telecommunications Support: Oversee Disney Central telecommunications technology, including Avaya hardware, configuration, and carrier and network services (e.g., Oracle and Avaya Session Border Controllers). 

• Troubleshooting and Support: Diagnose and resolve issues related to PBX, adjunct alarms, hardware, network, carrier problems, and wiring for Level 3 support. 

• Vendor Management: Lead vendor relationships, including carrier management, and collaborate effectively with business partners. 

• Project Leadership: Manage projects involving upgrades, new solution installations, and maintenance of existing applications. 

• Cloud Integration: Demonstrate expertise in interfacing with cloud providers, managing service integrations, and ensuring seamless communication between on-premise systems and cloud environments (SaaS, PaaS, CCaS). 

• Network Configuration: Work closely with network and security teams to configure ACLs, firewalls, load balancers, and routing to optimize telephony infrastructure. 

• Compliance Leadership: Lead PCI and ITIL compliance initiatives, including infrastructure updates and documentation to meet Disney’s security and audit standards. 

• Avaya System Management: Perform MAC (Move, Add, Change) tasks and configuration within Avaya System/Session Managers. Understand SIP-based routing solutions, both from carriers and internal trunking. 

• Network Monitoring: Utilize network monitoring tools and demonstrate expertise in routing, ACLs, and firewall configurations to ensure optimal performance. Perform MAC work and tackle issues with an understanding of Avaya routing from the SBC and Session Managers, including SIP, dial plan design, ARS, and AAR routing. 

You Will Have: 

Here is what you need to be successful at this job:  

• Independent Decision-Making: Ability to work independently and make informed decisions when engaging with vendors and partners while keeping leadership informed of key developments. 

• Telecom Expertise: Advanced understanding of telecom (voice) and data networking, especially in relation to multi-location contact centers. 

• Technical Expertise: Extensive experience with data networking technologies, including firewalls, gateways, routers, switches, load balancers, and LAN/WAN technologies. 

• VoIP Experience: Minimum of 2 years’ experience working with VoIP systems in a contact center environment. 

• Avaya Proficiency: Demonstrated expertise with Media Gateways, Media Servers, CMS, ASA, AES, System Manager, and Session Manager. 

• Travel Flexibility: Ability to travel up to 10% of the time, including overnight and international trips, as needed for project needs and support 

Required Education: 

A bachelor's degree or equivalent work experience 

The hiring range for this position in Orlando, Florida is $101,800 - $136,500 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range medical, financial, and/or other benefits, dependent on the level and position offered.