Job Description:

Job Classification:

Technology - Software Development/Quality Engineering

Prudential’s Global Technology team is the spark that ignites the power of Prudential for our customers and employees worldwide. Our organization plays a critical and highly visible role in delivering customer-driven solutions across every area of the company. The Global Technology team is made up of diverse, agile-thinking, and highly-skilled professionals; we use our combined capabilities to enable the organization with innovation, speed, agility, scalability and efficiency. 

The Global Technology team takes great pride in our culture where digital transformation is built into our DNA. When you join the Global Technology organization at Prudential, you’ll unlock a challenging and impactful career – all while growing your skills and advancing your profession at one of the world’s leading financial services institutions.

The Voice and Contact center team is currently going through various transformation initiative to lift and shine the technology capabilities supporting the enterprise. We are looking for a Contact Center engineer who will advise, design and implement secure, reliable and resilient solution that will enrich customer experience.

Responsibilities:

• Expert experience with Oracle Session Border Controllers


• Design and Configure Genesys Cloud Trunking environment w/ on-premise SBC


• Maintain and Support of Genesys Cloud Trunking environment


• Design and testing of Oracle SBC, SIP to Cloud vendor, and SIP to PBX technologies


• Lead the transition to Operations of Oracle Session Border Controllers Implementation and support of Oracle SBC hardware & software


• Perform system maintenances, upgrades and migrations of SBC


• Experience developing and configuring SSL encryption/decryption solutions for traffic inspection


• Strong understanding of routing/switching technologies, IP addressing/subnetting, and network traffic analysis/troubleshooting


• Experience in implementing and troubleshooting large scale Session Initiation Protocol (SIP) networks


• Excellent knowledge of Quality of Service (QoS) and Differentiated Services Code Point


• Excellent verbal, written, and technical documentation skills


• AWS knowledge is also preferred


• Agile knowledge with SAFe framework is preferred


• Experienced in Cloud enablement of contact center solutions is preferred


• Experience involving digital transformation activities in large organization is a plus


• Experience with cloud automation, cloud design patterns and microservices is a plus.


• Ability to work independently on routine duties and take initiative in learning and understanding new product systems and features

Qualifications

• 5+ Years Oracle SBC and ECB


• 5+ Years Carrier/ Call Delivery/Carrier Routing experience.


• Strong hands-on knowledge of Cisco Enterprise


• Knowledge of SIP, RTP/RTCP, codecs G.729 & g.711, ISDN, H.323, H248, MGCP, is required.


• Working Knowledge of SBC integration with 3rd party vendors


• Experience with Genesys, Avaya, Cisco or any other SaaS contact center application vendors is highly desired


• Experience with on-premises contact centers solution, products and technology is a plus


• Genesys Cloud Implementation, Configuration and support. Genesys Cloud certifications is highly desired


• AWS knowledge is a plus


• Must have Strong troubleshooting/problem-solving skills and attention to detail

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Prudential Financial, Inc. of the United States is not affiliated with Prudential plc. which is headquartered in the United Kingdom.

Prudential is a multinational financial services leader with operations in the United States, Asia, Europe, and Latin America. Leveraging its heritage of life insurance and asset management expertise, Prudential is focused on helping individual and institutional customers grow and protect their wealth. The company's well-known Rock symbol is an icon of strength, stability, expertise and innovation that has stood the test of time. Prudential's businesses offer a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds, asset management, and real estate services.

We recognize that our strength and success are directly linked to the quality and skills of our diverse associates. We are proud to be a place where talented people who want to make a difference can grow as professionals, leaders, and as individuals. Visit www.prudential.com to learn more about our values, our history and our brand.

Prudential is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender identity, national origin, genetics, disability, marital status, age, veteran status, domestic partner status , medical condition or any other characteristic protected by law. 

The Prudential Insurance Company of America, Newark, NJ and its affiliates.

Note that this posting is intended for individual applicants. Search firms or agencies should email Staffing at staffingagencies@prudential.com for more information about doing business with Prudential.

PEOPLE WITH DISABILITIES:
If you need an accommodation to complete the application process, which may include an assessment, please call (800) 433-8960, prompt 4 or email accommodation.h&w@prudential.com.

Please note that the above number and email are solely for individuals with disabilities requesting an accommodation.  If you are experiencing a technical issue with your application or an assessment, please email careers@prudential.com to request assistance.

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