Job Information
The Walt Disney Company Telecommunications Sr. Engineer – Shipboard Systems in Celebration, Florida
“We create happiness.” That’s our motto at Walt Disney Parks and Resorts and it permeates everything we do. At Disney, you’ll help encourage that magic by enabling our teams to push the limits of entertainment and build the never-before-seen! Are you ready to join this team and make your impact?
Telecommunications Sr. Engineer – Shipboard Systems
The Telecom Sr. Engineer – Shipboard Systems will focus on providing elevated technical support for Disney Cruise Line’s telecommunications systems aboard its fleet of ships, islands, and world-wide ports.
The role requires knowledge and understanding of enterprise telephony and call center operations, including a comprehensive understanding of Cisco VOIP telecommunications systems, SIP technology, carrier services integration, IP networking, virtual server hardware and software, PBX/ACD programming, Hotel Management System (HMS) integrations, and wireless DECT phone systems.
This position is based in Celebration, Florida.
You Will:
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 team members, coordinating and advising 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 sophisticated 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 detailed 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, lead 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
You Will Have:
5+ years configuring, implementing, and supporting VOIP platforms or systems of related Telecommunications administration and programming experience or equivalent
5+ years 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
Ability to develop and analyze sophisticated telephony programming
Desire to learn new telecommunications platforms and systems for support purposes
Demonstrated outstanding interpersonal skills with the ability to develop 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
Showed skill 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 direction and follow-up
Prioritize assignments while working in a fast paced environment with tight timelines
Sense of urgency and attention to detail
Great teammate with the ability to work effectively with all levels of Cast and Crew Members
Able and willing to work flexible hours, including weekends, nights and holidays
Domestic and international travel will be required
Required Education:
- Associate’s degree or equivalent experience in Telecommunications, Computer Science, Engineering or related technology field
Preferred Education:
Bachelor’s degree in Telecommunications, Computer Science, Engineering or related technology field
Current Specialist or Professional Cisco Collaboration certification
Preferred Qualifications:
Knowledge of Disney Cruise Line's shipboard telecommunications operations and organization
Knowledge of Hotel Management Systems (HMS) and integration with a PBX system
Knowledge of carrier or satellite telecommunications systems
Additional Information
Benefits and Perks: Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities and special extras that only Disney can provide. Learn more about our benefits and perks at https://jobs.disneycareers.com/benefits.
About The Walt Disney Company
Walt Disney Parks and Resorts U.S., Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other basis prohibited by federal, state or local law. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.
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Job ID: 10078566
Location: Celebration,Florida
Job Posting Company: Disney Experiences
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.