The Voice Engineer is responsible for understanding, maintaining, and supporting the VoIP network applications for our customer base. The main focus of this position is on Broadsoft Hosted PBX network components, ACME packet, and SIP endpoints, such as Polycom, Aastra, and Cisco handsets. In addition, the Voice Engineer acts as a third-level troubleshooting resource.

Qualifications

  • BS in Information Systems or a related discipline or equivalent job experience
  • VoIP/SIP with understanding of contact centers
  • Strong problem-solving skills
  • Knowledge of Asterisk, Broadsoft or Acme Packet
  • Experience with Linux or similar operating system
  • Basic TCP/IP Network knowledge
  • Skilled with Protocol Analyzers (sniffers): Wireshark, Palladion/OCOMM, or other
  • Network engineering experience required
  • Conceptual network knowledge is required
  • Must be very detail oriented
  • Ability to remain focused in a fast paced environment
  • Solid written and oral communication skills
  • Motivated individual willing to invest time in learning new systems

Duties and Responsibilities

  • Work alongside a wide variety of departments including Cloud Engineering, Voice Engineering, Systems Engineering, Data Engineering, Service Delivery, Support, and Software Development
  • Effectively and independently take on tasks/work inside multiple projects simultaneously.
  • Standing up new systems as necessary
  • Work service tickets, including troubleshooting call flow issues, application issues, and network issues
  • Assist with provisioning challenges
  • Document procedures, custom call flows, and architectures
  • Investigate alarms and anomalies as needed
  • Perform daily tasks for monitoring system state and performance
  • Manage and report metrics and KPI’s, including capacity and performance
  • Manage and deploy patches to systems and hardware
  • Manage technical aspect of new product rollouts
  • Participate in after-hours on-call rotation

Key Performance Indicators

  • Network availability
  • Call success rate
  • Mean Opinion Score (MOS)

Join Us

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