Senior Voice Engineer

Job Description

Job Description

Role and Responsibilities

• Responsible for providing critical support to internal customers.
• Manage and configure different unified communication and contact center platforms.
• Perform troubleshooting for all voice services on different technologies.
• Generate periodic health check reports for all VoIP systems.
• Schedule maintenance for the voice infrastructure.
• Receive inquiries from different teams regarding current or planned projects and takes appropriate action to resolve problems or plan for upgrades.
• Analyze and ensure the reliability of the communications systems on a regular basis to provide the highest level of performance, availability, and security.
• Establish proper technical documentation and troubleshooting procedures.
• Assist in the selection and evaluation of products and vendors related to the contact center technologies.
• Handle customers’ inquiries and/or raised issues during daily operations.
• Work collaboratively with the designated teams to administer and troubleshoot voice infrastructure-related problems.
• Taking part in tailoring/designing telephony platforms based on the clients’ requirements and specifications.
• Taking part in optimizing, tuning, and applying changes to the current telephony infrastructure based on the clients’ requirements.
• Commencing health checks on Centro’s telephony infrastructure.
• Taking part in the research and development process by exploring new telephony platforms.
• Work with vendors and service providers to troubleshoot telephony infrastructure-related issues.
• Taking part in deploying on-prem and cloud-based telephony platforms.

Job Requirements

• B.Sc. Electrical, Communications, Computer Engineering.
• 3-5 years of experience in a contact center industry
• Excellent command of English.
• Organizing, problem-solving, and high analytical skills.
• Extensive knowledge in configuring different VoIP telephony systems.
• Excellent communication & documentation skills.
• Familiar with VoIP and network protocols, i.e., TCP/IP, SIP, RTP, and WebRTC.
• Familiar with Open-Source operating systems, i.e., Linux Ubuntu, CentOS, or RedHat.
• Familiarity with Asterisk PBX is a plus.
• Familiar with PHP and HTML coding.
• Familiar with MySQL or MariaDB.
• Familiarity with VoIP gateways and SBCs is a plus.
• Good critical, analytical thinking, in addition to excellent problem-solving skills.
• Ability to communicate clearly with non-technical personnel.
• Excellent teamwork skills.
• Eager to learn about new technologies.
• Ability to take initiative and decisions.