Hybrid Voice Infrastructure Engineer

We develop revolutionary digital solutions that leverage next generation technologies - AI, blockchain, machine learning, IoT, AR, VR, bringing to life amazing user experiences. It’s people who make software, not robots – and many companies tend to forget that. We are social creatures, and we want to work together on things that are meaningful to us, in ways that make us become better and better each day.

- 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

Nice to have:
- Experience with Solar Winds/Nagios software for network/ VoIP monitoring
- Experience with/ knowledge of network management tools such as: Cisco Prime Provisioning /Avaya Provisioning
- Avaya, Nortel, Genesys and other Telecom focused certifications highly desired
- Certifications: CCNA Voice/Collaboration, CCNP Voice/Collaboration and/ or Avaya AIPS, ACIS
- Experience with Text To Speech applications (TTS) and Automated Speech Recognition (ASR)
- Experience with ININ
- Knowldge of Voice XML or CCXML
- Availability to work in shifts: Shift 1: 7:00 16:00, Shift 2: 9:00 18:00, Shift 3: 14:00 23:00 (Monday to Friday)

- 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 and 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 fine tune network & server performances, ensuring high availability of services with zero downtime
- 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
- Implement and support disaster recovery solutions
- Document systems to include system reviews and recommendations
- Establish & enforce agreed processes to meet SLAs
- 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.)
- Actively contribute to accurate project Knowledge Database (create new procedures, update existing procedures etc.)
- Ability to work in a fast-pace environment, ability to multi-task, change direction, effectively prioritize and meet deadlines
- Excellent customer service skills