Senior Telecom Engineer

The Team

The Voice Client team delivers crucial voice call capabilities for our customer call/contact centre solutions. Our focus is on smooth and high audio quality to enhance the customer experience.

This position is based out of one of the offices of our affiliate Acqueon Technologies in India and will adopt the hybrid work arrangements of that location. You will be a member of the Acqueon team with responsibilities supporting Five9 products collaborating with global teammates based primarily in the United States.

Responsibilities:

• Interface directly with customers telecom engineers and IT teams to deploy customized solutions and trouble shoot issues

• Assist in building customer and carrier SIP Trunk connectivity including interop sessions and activations

• Assist in the day-to-day operational support of the Telecommunications network analyzing problems affecting network availability and customer quality reports

• Escalation point of contact for the Network Operations Center to resolve critical alerts generated by the SBCs

• Analyze history of telecommunication related incidents and perform preventive measures

• Assist in the day-to-day operation of the telecommunications network where necessary analyzing problems affecting network availability and customer/vendor service quality

• Provide root-cause analyses on service outages

• Manage Telecommunications Service Provider & Vendors

• Implement hardware and software deployments on the telephony network as required; deploy new services including interop testing with telecom carriers and customers

• Manage telecommunications Service Providers & Vendors

• Implement hardware and software deployments on the telephony network as required

• Deploy new services including interop testing with Telecom carriers and customers

• Develop and implement testing plans

• Create technical documentation and Standard Operating Procedures (SOPs) for daily/weekly recurring tasks or change requests

• Providing root-cause of issues and suggesting & deploying resolutions for serious problems

• Providing direction to junior team members in troubleshooting and managing complex service issues

• Understand product capabilities and limitations

Qualifications:

• 5 years of telecom engineer experience with VoIP/SIP voice applications

• Must have a detailed working and theoretical knowledge of voice and data communications including traditional switching signaling and routing systems to include SIP TCP/IP MPLS etc.

• High level knowledge of VoIP principles protocols and CODECs such as H.248 SIP G.711 G.729 WebRTC MPLS VPN UDP RTP MTP etc.

• High level knowledge and experience with SIP call routing Least Cost Routing Security Controls (TLS IPSEC ACLs) with Session Border Controllers

• Ability to analyze and design voice systems to achieve stable efficient and secure operation

• Experience with International Routing including ITFS iDIDs and local termination policies

• Ability to build interop and maintain direct connect SIP Trunks to customers and carriers

• Review Assess Critique and Implement Telecom Architecture design changes in Lab and Production environments

• Excellent organizational and follow-through skill sets are essential

• Document troubleshoot and resolve a multifaceted and complex Global voice network

• Maintain the telephony environment to assure delivery of Cloud applications voice and customer connectivity and availability to target 99.99% SLA

• Experience with Softswitch Session Border Controllers (preferably Sonus/Ribbon Audio Codes) SIP proxies Media Servers (preferably AudioCodes IPM-6310 and FreeSWITCH)

• In depth knowledge of Wireshark Empirix or other network protocol analyzers

• Ability to capture and analyze RTP streams as related to voice quality traditional KPIs such as MOS Jitter Latency Packets Loss