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Network Operations Telephony Engineer II

Careers

Network Operations Telephony Engineer II

This position will be start and train as REMOTE but move to an in person position at the Austin TX office within 6 to 12 months. - Candidate must be located in the Austin TX area or be willing to relocate

JOB SUMMARY

  • Ensures CCP customers success through effective monitoring and quick service restoration.
  • Possess solid technical foundation of telephony, system & networking skills background, and appetite to drive change

PRINCIPAL DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)

  • Monitor network stability and performance to ensure 24x7 operations and resolving service impacts as they occur within SLA
  • Ensure customer success by answering and resolving technical support cases from typical contact centre customers via email, chat, meet, adhering to our core operational processes (Update issue tracker, escalation matrix, engaging partner teams etc) and meeting response SLOs and high level of customer satisfaction
  • Develop familiarity with key documentation related to the products under support; consistently direct customers to correct documentation in order to ensure customer success.
  • Contribute to team efficiency by understanding and consistently adhering to support processes for: case handling, escalations, hand-offs, bug filing, case routing, and case root cause categorization.
  • Reproduce customer problems, independently and consistently adhering to team processes for filing bugs (product & documentation) and feature requests.
  • Ability to write clear customer communications, structure the troubleshooting next steps, provide workarounds where possible, and empathize with customer needs and pain points.
  • Appetite to drive change in tools, processes, and products to eliminate pain points at their root.

EDUCATION AND WORK EXPERIENCE

  • 1-2 Years (preferred) hands on experience of Telephony/VoIP technologies - Avaya Aura Session Manager (SM), Avaya Aura Contact Center, Control Manager (ACCCM), Avaya Communication Manager (CM), Manager (SMGR)
  • Industry standard certifications preferred (CCNA, CCNP, JNCIA, JNCIP, JNCIS).(preferred)
  • ITIL Foundations or similar service management certification (preferred)
  • ITIL Foundations or similar service management certification (preferred)

KNOWLEDGE, SKILLS AND ABILITIES

  • Good oral and written communication skills, ability to articulate network issues.
  • Knowledge of Windows, Linux, MAC, Mobile
  • VOIP Protocols (SIP, H.323, MGCP, H.248), VoIP Architecture, VoIP Call Components, Transport connections (these could include SDH, SONET, PDH, DSL, fiber and subsea cables, as well as ordinary cables)
  • Knowledge of TCP/IP fundamentals TCP/UDP/DNS/DHCP/HTTP, Subnetting, WiFi, Routing.
  • Scripting - Write moderate complexity scripts for automation.
  • Knowledge of network standards and practices.
  • Experience in dealing with users.
  • Strong knowledge of network troubleshooting tools, and monitoring platforms.
  • Maintain a high sense of urgency while staying cool under pressure.
  • Team-oriented, quick learner and adapt to changes.
  • Ability to work autonomously in a highly demanding and often ambiguous environment, with attention to detail and organizational skills
  • Working knowledge and understanding of service management principles (incident, problem, change management)