Telephony Engineer I
About The Opportunity
We're all about connecting hungry diners with our network of over 300,000 restaurants nationwide. User-friendly platforms and streamlined delivery capabilities set us apart in the world of online food ordering. Grubhub is a place where authentically fun culture meets innovation and teamwork. We believe in empowering people and opening doors for new opportunities. If you're looking for a place that values relationships, embraces diverse ideas-all while having fun together-then Grubhub is the place for you!
We are looking for a Telephony Engineer I to provide technical assistance and build solutions for our enterprise telephony solution and integrations. You will deploy and support all levels of our customer-facing telephony platform and the integrations that rely on it. You will have experience supporting an enterprise-grade Telephony system with complex interactive voice responses.
The Impact You Will Make
- Coordinate upon existing call flows based on service metrics and user experience. (Agent and Customer-facing)
- Recommend and implement advanced campaign / IVR structure to meet expected customer experiences for new lines of business
- Work with Internal and External dev teams to support IVR API integrations
- Service Level Monitoring and Root Cause Analysis for system outages of our Five9 platform and related services
- Business Continuity implementation and regular testing of important customer-facing segments of our Five9 platform and related services
- Provide technical support for proper Five9 endpoint functionality (Larger Issue Agent experience troubleshooting and proper agent configuration and documentation)
- Create dialing campaigns by teams
- Participate in ticket management and change controls for System, Campaign and IVR create, change, delete actions.
- Familiarity with Five9 Custom Reporting and Call Center metrics to support business reporting needs.
- Lead meetings and document agenda tasks/notes with multiple partners, help translate requirements into technical requirements.
- Help test new Five9 releases and being a contact for teams through deployment.
- Experience with Apple and Windows Desktop Operating Systems
- Develop admin side system processes and documentation
- Create system design documentation for the administration role.
What You Bring to the Table
- Bachelor's degree in information technology, or equivalent work experience in telephony services
- 2+ years relevant experience advanced design and support of telephony systems in a Call Center environment
- Previous experience managing the Five9 platform and related functionality
- Familiarity with Verint WorkForce Management (WFM) software
- A understanding of Active Directory, security groups, general network and endpoint troubleshooting
- Be customer service focused
- Be able to perform as a Five9 mentor for our Service Desk technicians
- We're growing and we need to change to help our company grow
And Of Course, Perks!
- Flexible PTO/PTO . Grubhub employees enjoy a generous amount of time to recharge.
- Health and Wellness. Excellent medical benefits, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.
- Competitive Pay. You'll receive a competitive base salary with eligibility for generous incentives, bonuses, commission or RSUs (role-specific).
- Learning and Career Growth. Your personal and professional development is a priority at Grubhub. We empower you to be a leader and grow your career through training, coaching and mentorship opportunities.
- MealPerks. Get meals on us! Our employees get a weekly Grubhub credit to enjoy and support local restaurants.
- Fun. Every Grubhub office has an employee-led Culture Crew that connects people through fun, meaningful events and initiatives like Wellness Wednesdays, Slack competitions and virtual happy hours!
- Social Impact. At Grubhub we believe in giving back through programs like the Grubhub Community Relief Fund and donating $1 million to the Equal Justice Initiative in 2020. Employees are also given paid time off each year to support the causes that are important to them.
Vaccination Requirement: Grubhub employees are required to be fully vaccinated. Candidates must confirm vaccination status at time of hire, and must provide proof of full-Covid-19 vaccination within 2 weeks of starting employment. Fully vaccinated is defined as: "2 weeks have passed since your second dose in a 2-dose series, such as the Pfizer or Moderna vaccines, or 2 weeks after a single-dose vaccine, such as Johnson & Johnson's vaccine.
Grubhub is an equal opportunity employer. We welcome diversity and encourage a workplace that is just as diverse as the customers we serve. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you're applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an email to [email protected] and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.
CA Privacy Notice: If you are a resident of the State of California and would like a copy of our CA privacy notice, please email [email protected].