Infrastructure Engineer

Company: Ford Motor Company
Location: Saint Paul
Posted on: April 28, 2024

Job Description:

We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world -- together. At Ford, we're all a part of something bigger than ourselves. Are you ready to change the way the world moves?
The Ford Motor Credit Company team helps put people behind the wheels of great Ford and Lincoln vehicles. By partnering with dealerships, we provide financing, personalized service and professional expertise to five thousand dealers and more than four million customers in over one hundred countries around the world.
In this position...

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  We focus on implementing the next generation of Contact Center Voice solutions that will deliver enhanced value to our customers, dealers, and business partners, and provide superior customer experience.
  
  
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  The Ford Credit Contact Center Communication and Access Team (CAS) is responsible for supporting Ford Motor and Ford Credit contact centers globally
  
  
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  The Infrastructure Engineer is responsible for providing solution options for business requests, supporting the existing Contact Center platform and dependent components, and assisting Contact Center's platform continual evolution.
  
  
  What you'll do...
  
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    Identifies issues, problems, and improvement opportunities and provides solution options with recommendations
    
    
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    Collaborates with other Contact Center Voice teams and Ford Motor IT teams
    
    
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    Participates in agile ceremonies (backlog refinement, release planning, feature alignment, iteration review/demo)
    
    
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    Understands technical requirements such as platform components, component life cycles, patching processes, and solution option feasibility
    
    
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    Translates technical requirements into manageable user stories in the team backlog
    
    
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    Effectively communicates risks and issues to the CAS Product Manager, including mitigation and contingency plans
    
    
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    Continually assess the overall health of the Contact Center Voice Platform via defined monitoring tools and processes
    
    
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    Manages the Contact Center Dial Plan, including Carrier portal access, Toll-Free and Direct Dial Numbers
    
    
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    Performs defined on-call rotation duties supporting 24x7x365 availability
    
    
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    Participates in Change, Incident, Problem, and Knowledge Management aligned to Ford's standards
    
    
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    Communicates often and openly with the team
    
    
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    Raises awareness for impediments and blockers preventing the team from moving forward
    
    
    You'll have...
    
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      Bachelor's degree or equivalent experience in a relevant field
      
      
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      5+ years In-depth knowledge of the Cisco Unified Call Manager (CUCM), Cisco Emergency Responder (CER), Cisco Unity, and Cisco Networking Stack
      
      
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      3+ years working in an Agile environment
      
      
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      Strong written and verbal communication skills with ability to lead discussions with the team, IT partners, management, and suppliers
      
      
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      Strong facilitation skills to deliver collaborative tactical and strategic solution options.
      
      
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      3+ years demonstrated knowledge and experience with general LAN/WAN concepts, SDWAN, PIVPN, SIP, and other common networking technologies
      
      
      Even better, you may have...
      
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        Demonstrated capability to create architectural diagrams, other technical documentation, and knowledge articles
        
        
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        Ability to establish strong working relationships
        
        
        You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!
        As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder---or all of the above? No matter what you choose, we offer a work life that works for you, including:
        
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          Immediate medical, dental, vision and prescription drug coverage
          
          
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          Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
          
          
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          Vehicle discount program for employees and family members and management leases
          
          
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          Tuition assistance
          
          
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          Established and active employee resource groups
          
          
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          Paid time off for individual and team community service
          
          
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          A generous schedule of paid holidays, including the week between Christmas and New Year's Day
          
          
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          Paid time off and the option to purchase additional vacation time.
          
          
          For a detailed look at our benefits, click here:
          New Hire Benefits (https://fordcareers.co/GSR-HTHD)
          This position is a salary grade 8.
          This position is a range of salary grades 8 .
          Visa sponsorship is not available for this position.
          Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.
          We are an Equal Opportunity Employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.
          #LI-Remote #LI-FordCredit
          Requisition ID : 28663

Keywords: Ford Motor Company, Blaine , Infrastructure Engineer, Engineering , Saint Paul, Minnesota