At Mr. Cooper Group, You Make the Dream Possible.
Our purpose is simple: Keeping the dream of homeownership alive. As a Mr. Cooper Group team member, you play a big role in making that dream possible. Around here, we know our roles and work together, volunteer to make a difference, and challenge the status quo when needed. Everything we do is in the care and service of our teammates and our customers.
Join us and make the dream of home ownership possible!
Job Summary:
The Senior Systems Engineer will be responsible for the design, implementation, administration, maintenance, and day-to-day monitoring and operational support of our Telecom infrastructure and Call Center applications. Develops software and tools in support of design, infrastructure and technology platforms, including virtual machines, Linux and Windows operating systems, SBCs, networks connectivity, and Internet-related tools. Determines hardware/software compatibility and/or influences design. Plans and manages implementation and integration of new technologies.
Roles & Responsibilities:
- Troubleshoot complex issues and drive them to resolution
- Interpret written requirements and technical specifications documents.
- Support, maintain, and document software functionality.
- Monitor and analyze VoIP performance metrics to identify and address potential problems
- Suggest methods and new technologies for increasing the effectiveness of changes and of general production support improvements.
- Live by Mr. Cooper values of challengers of convention, champions for customers and cheerleaders for the team.
- Perform other duties as needed or assigned
Core Skills:
- Successful teaming with other engineers in a full-stack (dev/test/deploy/operate) agile delivery team model
- Ability to communicate clearly and concisely, both orally and in writing.
- Excellent analytical and problem-solving skills for identifying and resolving voice-related issues
- Familiarity with traditional and modern telephony systems (PBX, IP-PBX, Call Centers)
- Understanding of QoS mechanism to ensure voice quality and network performance
- Deep understanding of VoIP protocols (SIP, RTP, etc.), codecs
- A proactive and solution-oriented approach to addressing complex challenges.
- Ability to prioritize tasks, meet deadlines, and manage multiple projects simultaneously
- Experience with cloud-based voice solutions (Genesys Cloud, MS Teams Phone, etc.)
Core Requirements:
- Bachelor’s Degree in related field or equivalent work experience
- Minimum 5 years’ experience in designing, implementing, and maintaining VoIP systems
- Demonstrated a strong understanding of VoIP protocols, including SIP trunks and SIP/RTP flow
- Proficiency with voice systems and equipment (Genesys Cloud, Genesys Engage On-Prem, Avaya)
- Experience working with distributed systems and architectures, including SOA, SaaS, and microservices
- Ability to diagnose and resolve complex voice network issues, such as call quality problems, dropped calls, and network connectivity issues.
- Strong analytical and critical thinking abilities
- Ability to work independently and as part of a team
- Document Telecom/Call Center Applications configurations and procedures.
- Willingness to learn new technologies and adapt to changing industry trends
Mr. Cooper Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a protected veteran. EOE/M/F/D/V
Job Requisition ID:
023427
Job Category:
Information Technology
Primary Location City:
Dallas
Primary Location Region:
Texas
Primary Location Postal Code:
75019
Primary Location Country:
United States of America
Additional Posting Location(s):
Top Skills
What We Do
With nearly 4 million customers, we are a proud leader in the home loan servicing industry. But are we content? No way. Every day we challenge convention and reimagine the home loan experience for the better. It’s what makes us who we are.
We’re Challengers of Convention
Challenging the status quo is in our DNA. We’re ditching the old ways and reimagining what homeownership should look like in the era of smart phones, Mars missions, and avocado toast.
We’re Champions for Our Customers
Giving homeowners the best experience possible is the reason we come to work. We believe in honesty, simplicity, and always having our customer’s back.
We’re Cheerleaders for Our Team
Transforming an industry takes a world-class team. Ours is over 9,000 Coopers strong. Creating a place where they love to work isn’t just an HR goal — it’s part of Mr. Cooper's mission.
We’re here to keep the dream of homeownership alive. That means throwing out the old ways and revolutionizing the way people sell, buy and own their homes using the latest technology and good old fashioned customer service.
At Mr. Cooper Mortgage we see a world where homeownership is less worrisome and more rewarding, where having a mortgage is no longer a burden but an opportunity, where homeowners feel 100% in control of their finances and future.
Is Mr. Cooper Mortgage your kind of place? If so, we can't wait to hear from you.
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