VOIP Network Engineer

Overview: Our client is a leading digital technology and customer experience services company known for its agility innovation and focus on client outcomes.

Job Responsibilities:

• Handle all work / troubleshoot inbound interactions (Chat email Call) from customers
• Timely handoff (escalation) of cases that require technical assistance to NOC etc.
• Manage his backlog efficiently with a focus on customer satisfaction and firstcall resolution
• Other team player activities like contributing to KB notifying/discuss on any process improvement or best practices sharing/upgrading technology and product expertise

Technical Skills:

• Good knowledge of protocols like TCP/IP VOIP UDP SIP RTP SRTP and WebRTC
• Intermediate understanding of switching OSI Model MAC Addressing Subnetting TCP DNS Ping/Traceroute DHCP telnet and routing
• Basic to intermediate understanding of QOS settings NAT firewall T1 ISDN Linux and SBC
• Exposure and understanding of video conferencing IM Voicemail DID carriers and knowledge of VOIP and SIP
• Knowledge of UCaaS CPaaS platform cloud Contact center Integrations like MS teams and analysis tools like Wireshark etc.
• Familiar with Salesforce Service Cloud or similar CRM systems KB systems and Customer portals for case management

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Remote Work :

No