Hybrid Voice Infrastructure Engineer

bitExpert - Our pulse is cross-technology software development that beats with every line of code.

Join our international team of more than 40 colleagues. As different as we are, we all have one thing in common – the curiosity about technology and knowledge. We are an experienced, motivated, purposeful, and cheerful team that is always looking forward to new challenges.

Advanced knowledge of Telecom operations support (PBX, IVR, Carrier Ops, Call Processing, Network Management)
Advanced knowledge of PBX and IVR routing schemes, capabilities and concepts
Advanced knowledge of customer support call flows and network architectures
Comprehensive knowledge of protocols associated with the VoIP environment, such as: VLANS, SIP, QoS, 802.1x, ISE, DNS, AD, LDAP and DHCP
Understanding of Qualify of Service (QLS)
Strong hands-on knowledge of SIP, SCCP, H.323, TCP/IP protocols and codecs
Advanced knowledge of PBX systems, SIP Trunking, SDP and SRTP/TLS/DTLS Experience with several different VoIP phone brands (E.g. Polycom, Avaya, Cisco, etc.)
Hands on VOIP and Network experience required
Experience in multi-vendor routing and switching infrastructure, including Data and VoIP VLANs, VPN Routing Protocols (E.G. MPLS, IPSEC, etc.)
Ability to conduct research into IP telephony issues and products Experience with session border controllers (E.g. Avaya SBC and Cisco UBE, etc.)
Basic Linux experience
Ability to run basic commands and go through logs for troubleshooting purposes

Troubleshoot & resolve VoIP related issues such as dropped calls, DTMF issues, failed calls, one-way audio, etc in a timely fashion
Provide telephony support related to technical issues involving various telecommunications services such as VoIP, voicemail, analog, and vendor specific hardware and software
Work with telecommunications carriers for installation and troubleshooting of voice & data circuits
Troubleshoot and conduct administrative tasks for voice servers
Address system alerts and notifications from the remote monitoring and management system based on service tickets
Monitor, analyze and resolve network/server bottlenecks LAN, VoIP carrier issues, analyze Wireshark PCAPS, etc.
Analyze and evaluate network performance in order to provide recommendations/ solutions for traffic flow/ security/ process optimization
Install, configure and ensure maintenance of IP telephony servers, switches, routers & gateways
Prioritize and resolve service request tickets including immediate escalation for urgent issue resolution
Communicate with customer, project team and third parties as required (in regards to incident progress, impending changes, agreed outages etc.)