Location: Greater UK or London,
Employment Type: Full Time
Date Posted: 06/16/2021
Expire Date: 08/16/2021
Job Categories: Other
Telecom Engineer |
Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses with cloud contact center software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.
To complement our rapid growth, we are actively sourcing for an experienced Senior Telecom Engineer to join our cloud operations organization on a full-time basis. The ideal candidate is someone who has worked in a 24/7 production support environment and has a strong working knowledge of VoIP, SIP, and RTP. This position is based anywhere in the UK or Europe.
Interface directly with customerís telecom engineers and IT teams to deploy customized solutions and trouble shoot issues
Assist int 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 SBCís
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
Respond to Telecom alerts and alarms and provide corrective actions in coordination with the Network Operations Center
Create technical documentation and call flow drawings as needed
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
Provide emergency assistance and technical recovery in the event of an emergency situation affecting the availability and/or service quality of the network
Participate in on-call emergency rotation
3-5 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.
Working knowledge of VoIP principles, protocols and CODECs such as H.248, SIP, G.711, G.729, WebRTC, MPLS, VPN, UDP, RTP, MTP etc.
Knowledge of SIP call routing, Least Cost Routing, Security Controls (TLS, IPSEC, ACLs) with Session Border Controllers
Knowledge of telecom principals and terminology including DIDs, Toll Free numbers, LATA OCN and NPA-NXX etc.
Experience with International Routing including ITFS, iDIDís 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 KPIís such as MOS, Jitter, Latency, Packets Loss
Ability to execute and use intermediate level Linux/Unix system administrator commands
Excellent working knowledge of telecommunications, maintenance processes and systems
Proven ability to resolve complex issues in an efficient and timely manner and provide clients with consultative explanations and advice
Self-starter with excellent troubleshooting skills and ability to prioritize tasks and organize workflow accordingly
Excellent verbal and written communication skills are required
Excellent documentation skills are required
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
Our headquarters are located in the beautiful Bishop Ranch Business Park in San Ramon, CA.
Five9 is a leading provider of cloud contact center software for the digital enterprise, bringing the power of cloud innovation to customers and facilitating more than three billion customer interactions annually. Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO, and AI to increase agent productivity and deliver tangible business results. The Five9 platform is reliable, secure, compliant, and scalable; designed to create exceptional personalized customer experiences. For more information visit www.five9.com.