VoIP Engineer

The VoIP Engineer is responsible for ensuring the seamless operation of Voice over Internet Protocol (VoIP) systems. The role’s primary responsibilities include configuring, managing, and troubleshooting VoIP infrastructure, addressing client concerns, and collaborating with network teams and vendors.

Responsibilities

• Configure, manage, and troubleshoot VOIP systems to ensure optimal performance.
• Handle support calls and emails from clients, addressing issues related to call quality, origination/termination, IP phones, and softphones.
• Conduct in-depth analysis of complex VOIP issues, encompassing call quality, SIP messaging, RTP media streams, and the performance of VOIP gateways and media servers.
• Assist clients with modifications to the phone system and services, including the seamless porting of phone numbers.
• Collaborate with the network team to resolve network-related challenges impacting VOIP service.
• Engage with upstream carriers and vendors to efficiently resolve issues and enhance overall service quality.
• Oversee remote installations of internet and VoIP service in coordination with on-site technicians.
• Develop and maintain comprehensive support documentation for network-related problems and their solutions.
• Adhere to Standard Operating Procedures (SOP), meticulously creating support tickets, and ensuring persistent resolution of client issues with a primary focus on client satisfaction.
• Methodically troubleshoot issues in accordance with established standards rather than relying on random approaches.
• Provide mentorship and coaching to team members, contributing to continuous improvement in the customer experience.
• Keep abreast of the latest tools, technologies, and industry best practices to ensure ongoing proficiency in the field.

Qualifications

• Experience in providing support for managed services.
• Exhibit practical experience with various soft switches, including but not limited to Asterisk, FreePBX, FreeSwitch, and 2600hz Kazoo.
• In-depth understanding of VOIP protocols such as SIP and RTP, ensuring a nuanced comprehension of communication frameworks.
• Strong troubleshooting skills with a proven ability to diagnose and resolve complex VOIP issues efficiently.
• Utilize protocol analyzers, like Wireshark, proficiently for signaling analysis and interpreting results to enhance system performance.
• Knowledgeable with IP phones and provisioning methodologies, particularly with devices such as Grandstream, Polycom, and Yealink.
• Demonstrate effective collaboration skills by working seamlessly with support teams and external partners to achieve common goals.
• Experience with VoIP monitoring tools, including voipmonitor and homer, to maintain and enhance system performance.
• Exhibit organizational skills with the ability to document processes, how-to guides, and common troubleshooting steps systematically.
• Foster effective communication and collaboration with support teams, external partners, and clients, emphasizing excellent customer service.
• Clear and coherent in both verbal and written English with minimal or no discernible accent.
• Strong organizational skills, punctuality, and the ability to thrive in a structured work environment.
• Demonstrate initiative as a self-starter, innovative thinker, and effective problem solver.
• Perform well under pressure, maintaining organization while actively seeking solutions.
• Exhibit persistence in seeking out solutions when faced with roadblocks, ensuring tasks are seen through to completion.

Screening Criteria

• Bachelor’s degree in computer science, information technology, or a related field.
• At least three (3) years of experience as a VoIP Support Specialist/Engineer.
• Must have a stable employment history.