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United Airlines Principal Engineer - Voice in Chicago, Illinois

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Information Technology

The United IT team designs, develops and maintains massively scaling technology solutions that are brought to life with innovative architectures, data analytics and digital solutions.

Job overview and responsibilities

Supports the enterprise voice technologies with a focus on Cisco Contact Center solutions including both customer and employee servicing applications, and Operations Center contact center voice platforms. Maintain and support Voice Systems, specifically Cisco UCCE systems. The candidate needs expert knowledge of CUCM, ICM, CVP, CVP Studio and needs to support a UCCE system including Finesse, CVP, PG and CUCM servers. In addition, the candidate also needs a working knowledge of ATT and Verizon Toll Free services including carrier systems including ATT Route It, ATT Business Direct, and Verizon Inbound and Outbound Network Manager. Provide consultation and direct technical support in incident, problem and change management processes for all contact center voice related issues. Liaison to internal and external customers, ensuring contact center voice-related needs are met. Implement system maintenance/administration, releases, upgrades, and/or changes into the environment. Ensure platform performance and availability meet enterprise objectives through monitoring, timely service restoration, diagnostics and tuning. May require 5+ years of experience in the field or in a related area. Familiar with a variety of voice technology concepts, practices, and procedures.


  • Manages 3rd party relationships relating to Voice Operations (i.e. Cisco, AT&T, etc.)

  • Responsible for incident, change and problem management for related voice platforms

  • Manages highly visible/risky changes and ensures voice infrastructure is running efficiently

  • Responsible for routing, logical changes, and infrastructure support of voice platforms

  • Consults with other technology teams to ensure operational success

  • Actively participates in the United Daily System Operations briefings, as needed, representing Enterprise Voice Operations with a focus on improving IT services to all United end users

  • Provide on-site, and on-call 7x24x365 support, as needed


  • Ensure the availability, performance, and operational integrity of Voice Operations domain

  • Communicates the business impact and ensures the right resources are engaged within incident management to quickly resolve operational issues

  • Communicates the business impact and ensures the right resources are engaged within change management to minimize operational impact

  • Uses knowledge of United Airlines’ business to drive out solutions for tactical direction within Voice Operations

  • Tracks and escalates open issues to ensure operational success

  • Coordinate activities with internal and external technology teams to support operational needs of the business

  • Responsible for providing final approval of technology deployment prior to their promotion into the production environment of enterprise voice devices

  • Ensures PCI compliance of production voice infrastructure

IT Process Management and Administrative:

  • Encourage and enforce compliance to IT (ITIL) Service Management process and procedures

  • Ownership of incident, problem and change management for enterprise voice-related issues


  • Communication Skills- The ability to communicate verbally and in writing with all levels of employees and management, capable of successful formal and informal communication, speaks and writes clearly and understandably at the right level

  • Integrity and Trust - Involves being widely trusted, being seen as a direct, truthful individual, can present the unvarnished truth in an appropriate and helpful manner, keeps confidences, admits mistakes, and doesn’t misrepresent him/herself for personal gain

  • Teamwork - Involves working well in a collaborative setting, supporting work team by volunteering for and completing assignments, acting as a positive team member by contributing to discussions, developing and maintaining both formal and informal relationships enterprise-wide, defines success in terms of the entire team through mentoring and knowledge transfer

  • Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions, probes all fruitful sources for answers, can see hidden problems, is excellent at honest analysis, looks beyond the obvious and doesn’t stop at the first answer

  • Technical Expertise - Involves demonstrating a commitment to increasing knowledge and skills in current technical/functional area, keeping up to date on technical developments, staying informed as to industry practices, knowing how to apply relevant technical processes to appropriate business needs

  • Bachelor’s Degree in Computer Science, Information Systems or other related field, or 5 years of equivalent work experience

  • 5 years of IT experience including 3 years Contact Center Voice Support

  • Cisco UCCE - 11.5

  • Cisco ICM call routing

  • Voice or Data Network Operations or Engineering experience

  • in the United States for any employer without sponsorship

  • Successful completion of interview required to meet job qualification

  • Reliable, punctual attendance is an essential function of the position


  • Dedication - Involves demonstrating a desire to dedicate time and energy to accomplish goals, tasks, assignments, etc. Will do what it takes to get things done

  • Flexibility - Is open to change, enjoys the challenge of unfamiliar tasks anticipates and adjusts to problems and roadblocks, is not thrown off when things change, can flex to future consequences and trends appropriately

  • Self-Development - Is actively committed to continuously improve him/herself, understands that different situations and levels may call for different skills and approaches, knows personal strengths, weaknesses, opportunities and limits, works on compensating for weaknesses and limitations, seeks feedback, gains insights from mistakes, is open to criticism without being defensive

  • Task Management - Delivers quality work on time, translates planning into action by following applicable established procedures or methodologies, proactively monitors and controls task status by collecting and analyzing task data to anticipate and address barriers, appropriately communicates and resolves or escalates any problems that arise

  • Plus, but not required: Cisco Certifications, CCVP, ITIL Foundations Certifications (Certs with less experience would qualify)

  • Airline experience

  • Must be legally authorized to work

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT

Division: 47 Technology/IT

Function: Information Technology

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled