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United Airlines Senior Support Engineer - Voice Operations in Chicago, Illinois

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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 including but not limited to all headquarter office, Operations Center, domestic and international airport, sales office, and contact center voice platforms. Provide consultation and direct technical support in incident, problem and change management processes for all enterprise voice related issues. Liaison to internal and external customers, ensuring enterprise voice-related needs is met. Ensure platform performance and availability meet enterprise objectives through monitoring, timely service restoration, diagnostics and tuning.


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

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

  • Consults with other technology teams to ensure operational success.

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

  • 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 the 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.


  • 3 years of IT experience including 2 years Enterprise Voice Support

  • Cisco Call Manager - CUCM 11.5

  • Cisco UCCE - 11.5

  • Cisco Unity – 10.5

  • Voice or Data Network Operations or Engineering experience

  • Bachelor’s Degree in Computer Science, Information Systems or other related field, or an equivalent combination of experience, education, and / or training

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • Must be legally authorized to work 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


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

  • Airline experience

  • 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.

  • 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.

  • 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.

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

Division: 47 Technology/IT

Function: Information Technology

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled