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Senior VoIP Support Engineer

Company: Contivio
Location: Irvine
Posted on: June 24, 2022

Job Description:

Job DescriptionContivio is a global leader of Cloud Contact Center solutions. -Our unique deployment methodology enables our customers to leverage their CRM investment to create a seamless and unified agent environment designed to create exceptional customer experiences, increase agent productivity, clear reporting metrics, and unlimited scalability. Contivio's value proposition has seen us quickly become the cloud contact center of choice for many respected global brands and CRM vendors. -We own our complete technology stack and are deployed on AWS globally. Coupling this with our deep functionality, we serve organizations with 500+ seat requirements as well as those wanting tier 1 functionality at an affordable price point as they look to grow and achieve their potential. -Contivio has a clear strategy for continued success and we offer a high-energy environment with lots of room for personal and professional growth. -We are looking for a highly self-motivated, goal-oriented individual who will be responsible for providing world-class technical support for our customers in a fast-paced environment. The ideal candidate for this position will possess a strong technical background with experience in Voice over IP (SIP) and supporting cloud contact center or office telephony services and solutions.
We are growing at a rapid rate thus there is plenty of scope for your role to quickly grow to include the design and implementation of contact center solutions and to project manage new customer rollouts.
You will: - -Triage, troubleshoot, escalate, and/or provide resolution to customer support tickets. - -Reproduce, document and escalate product defects to the Engineering Team. - -Effectively communicate customer feedback and feature requirements to Engineering and Product Management. - -Identify commonly asked questions and generate knowledgebase articles, FAQs, and videos based on this content. - -Enhance existing product documentation and create new feature documentation based on technical specifications and reviews provided by Engineering.
We're looking for someone who has: - -BS/BA in Computer Science or Communications Engineering or equivalent technical certifications and experience (a must) - -2-3+ years experience in implementing and supporting contact center or office telephony solutions including IVR, ACD, PBX, etc. - - - -2-3+ years experience in Voice over IP (SIP) - -Experience in networks (IP and Telco), data, access, firewalls, NAT, QoS. - -Experience in using network tools such as ping, trace route and wireshark. - -Hands on knowledge of network protocols including SIP, RTP, STUN, HTTP and TCP/IP - -Hands on knowledge of routing and switching - -Proven ability to remotely troubleshoot and resolve customer software and operating system problems. - -Analytical thinking and problem-solving skills as a fast learner with a lot of intellectual curiosity. - -Enthusiastic with proven ability to work with minimal supervision and efficient time management skills - -Strong communication (written and oral) and interpersonal skills.
What you get!We pay very competitive salaries and benefits in line with your competency and experience. Should your role grow to include implementation and/or project management responsibilities, we also offer attractive utilization and performance incentives.
We are always looking for good people. If you can demonstrate that you are already at a level to implement or project manage, please feel free to apply for this role and note the further information on your application.
Employment TypeFull-time
How to apply -Please complete the LinkedIn application and also email a short note to Careers@contivio.com explaining how your skills and experience are aligned to Contivio's offering.
As part of Contivio''s standard employment process, candidates will undergo a complete background check prior to an offer being extended. These background checks are conducted by a professional third party firm at no charge to the applicant and include: prior employment verification, education verification, social security trace, criminal background check and motor vehicles records (where required for position). Contivio is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

Keywords: Contivio, Irvine , Senior VoIP Support Engineer, Engineering , Irvine, California

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