Noc Engineer, 100% Remote

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.
ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.
For more information about our services please visit clearcaptions.com.
Position Summary:
ClearCaptions is looking for a NOC Engineer with focus on design, build, test, implement, administration, and support of Contact Center Application/CCaaS. Strong customer service skills, manages the operation of company's internal data communications systems including software and hardware. Oversees plans, designs, and implementation of local and wide-area network solutions between multiple platforms and protocols (including IP and VOIP). Oversees support for network issues and coordination with vendors for installation of such items as routers and switches.
This is a Remote/Work from Home position reporting to the NOC Supervisor.
What you will do:

• Administers and supports Contact Center/CCaaS system and related solutions, including system updates and functionality.
• Creation of user accounts and assignment of those accounts to various roles/queues within the Contact Center System.
• Building, testing, and deploying IVR call routing solutions for various departments.
• Consultation and collaboration with peers regarding solutions and troubleshooting.
• Ensure telephony platform is optimized to increase user productivity while providing monitoring of dropped calls, abandoned rate, and other metrics.
• Ability to troubleshoot dial plans and call flow routing logic.
• Installation, configuration, monitoring and maintenance of a variety of telecommunication components such as phones, user database, phone number management, Dialer Systems, and Advanced Call Routing functions.
• Develops, reports, and analyzes contact center metrics.
• Provide system configuration, administration, and documentation support.
• Support deployments and inspections of IT network systems.
• Work closely with service providers to report abnormal or non-functioning service conditions or suggest improvements.
• Work closely with DevOps and Engineering teams to remediate incidents or suggest improvements.
• Technical point-of-contact for the NOC team on infrastructure and applications.
• Conducts internal team training.
• Expectation of working independently and in team settings, to include working with other departments and vendors.

The kind of people we look for:

• Versatile people who thrive on variety and challenge
• Excited about working in a fast-paced environment.
• Innate problem solvers who want to grow in a flexible, collaborative culture.
• Takes initiative, pushes boundaries, motivated to innovate.
• Talented individuals with a growth mindset who want to use their learning and relationship-building skills.
• Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality.

Qualifications:

• Minimum Associate degree in Networking and Systems Administration or equivalent experience
• 3+ years of experience with IT Network Operations support in a professional environment.
• Knowledge of VOIP servers (VOIP cloud a plus), SIP, trunk group configuration and signaling protocols.
• Must have a good technical understanding of VoIP, DNS, VPN, TCP /IP, Routing/Switching, and DHCP.
• Strong administration skills in Linux.
• Strong knowledge in database/SQL.
• Experience utilizing network monitoring platforms or custom tools.
• Experience in creating technical documentation (technical bulletins, how to guides, etc.)
• Requires strong problem solving, time management, flexibility, and communication skills
• Must have the ability to multi-task, organize and document many tasks at one time.
• Excellent verbal and written communication skills, presentation, and problem-solving skills.
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
• Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Willingness and ability to work flexible hours including weekends and support a 24X7 operation.
• Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams)

Physical Demands:
Employees may experience the following physical demands for extended periods of time:

• Sitting, standing, and walking (95-100%)
• Keyboarding (70-90%)
• Viewing computer monitor, tablet and cell phone requiring close vision (70-90%)

Work Environment:
100% remote: Work environment is at home.
Compensation:
$35.22 to $39.63 with consideration to experience and geographical location. Please see www.clearcaptions.com/careers for an overview of our generous benefits program.
Intrigued to learn more?
When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us if we think there could be a fit and what next steps look like.
ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
Disclaimer:
The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.