VoIP Senior Switch Engineer / Technical Specialist

Job description

Telecommunication provider is seeking a VoIP Senior Switch Engineer / Telecom Specialist for our technical support department. This role requires a dynamic leader with a strong technical background and advanced knowledge of VoIP networking systems, excellent management and communication skills, a passion for delivering exceptional customer service by solving their communications challenges, troubleshooting, and ensuring the overall reliability, performance, and deliverability of our services.

Key Responsibilities

• Acts as a Tier 2 escalation point for advanced customer issues.
• Perform high level of troubleshooting issues related to VoIP protocols such as SIP, RTP, and WebRTC. Be the subject matter expert for any FreeSWITCH / Asterisk related questions.
• Oversee the day-to-day operations of the technical support team.
• Lead technical support team to address customer issues for an effective resolution.
• Monitoring escalation queue throughout the shift and adjusts support as needed.
• Develop and implement efficient support processes and procedures.
• Establish and monitor key performance indicators (KPIs) for the support team.
• Analyze metrics to identify trends and areas for improvement.
• Implement strategies to enhance overall team performance.
• Gather customer feedback and implement continuous improvement measures.
• Drive initiatives to improve customer satisfaction and loyalty.
• Identify, optimize and resolve issues related to latency, scalability and performance.
• Do root cause analyses and solution implementations to prevent future incidents.
• Implement monitoring and alerting tools to ensure early detection of incidents.
• Develop and implement automation tools to reduce manual intervention in the deployment and maintenance processes.

Education & Qualifications:

• BS in Computer Science, Information Technology, Telecommunications or similar.

• +5 years of Linux experience required.

• +5 years of Networking / Telecommunications experience highly preferred.

• Strong leadership and team management skills.

• Excellent problem-solving abilities and a customer-centric mindset.

• Effective communication skills, both written and verbal, are critical.
• Must pass background check / datacenter access is required.

Preferred Technical and Professional Expertise Desired Qualifications:

• Experience /familiarity with Open Source VoIP applications such as Kamailio, OpenSIPS, FreeSWITCH, RTPEngine and software based PBX's (Asterisk. FreePBX, Digium etc.)

• Strong familiarity with VoIP protocols, including SIP, RTP, and WebRTC, and the ability to troubleshoot and work with these technologies.

• Experience with database technologies such as MySQL.

Schedule: Monday to Friday. May require after-hours during escalation issues.

Location: Morrisville / Cary, NC office.

Job Type: Full-time

Salary: $65,000.00 - $75,814.00 per year based on experience.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Weekends as needed

Work Location: In person No Remote Workers Accepted