Provide Tier 2/3 support interfaces with vendors to resolve all issues as required.
Responds to issue escalation and service interruption as a confident technical leader
Works closely with business partners, network planning/engineering, and VoIP vendors to design future VoIP services and provide operational and implementation issue resolution within the voice network
Develops Runbooks for core resolution activities
Looks for opportunities to develop automation for repetitive tasks
Develops monitoring solutions to alert teams on issues and ensure we maximise uptime.
Provides Operation Support on & off hours, build and/or upgrade support
Develops standard configurations, procedures and guidelines for selecting, installing and deploying integrated solutions and platforms within the VoIP environment
Stays updated on industry and technology trends, available products and services in support of IP Telephony/ Collaboration
Provide technical guidance and mentorship to more junior team members
Bachelor’s Degree in engineering, computer science, or related discipline preferred.
Minimum 5 years experience with SIP/RTP, H323 and other VoIP protocols
Must hold working knowledge of SIP on an enterprise level. This includes knowledge of basic SIP call flow, experience with SIP traces, reading and understanding SIP captures and knowledge of SIP protocol and flows within the SIP environment
Must have experience with Kamailio/OpenSER/OpenSIPS SIP Registrar and/or other open source SIP proxies
Expert level knowledge of an Enterprise SBC. Experience with CUBE and/or Audiocodes SBCs is a plus
A strong working knowledge of Cisco UCM is desirable but not essential
Ability to work in fast pace working environment with strong analytical and problem solving skills.
Familiarity with contact center technologies
Demonstrates technical curiosity and an obsessive need to understand the root cause of an issue
Excellent documentation & diagrammatic skills
Excellent interpersonal communication, written, verbal and presentation skills
Time Management, multitasking and prior project management skills essential
Must be self motivated and able to take initiative, a willingness to share knowledge and mentor junior colleagues a must
Quarterly employee travel coupon
Paid time off
Medical, dental, & vision insurance
Life insurance and disability benefits
Flexible Spending Accounts
Community Involvement (4 hours per month to give back to the community)