Job Description

Working both tickets and projects during the working day to better service our colleagues. This role is both a hybrid Ops/Engineering role and will fit well with an individual who likes the best of both worlds: helping colleagues with their voice challenges, collaborating with global carriers and via projects and requests, making changes to the infrastructure when required.

Day-to-day activities include:

• Build high available telephony solutions using AudioCodes and Oracle Session Border Controllers, routing, and management platforms.
• The understanding, but not necessarily write code/scripts and has the understanding to use APIs. As the knowledge of SIP routing from internal and provider carrier platforms and has the vision to enhance call flows, including the integration into monitoring tools such as Grafana and Thousand Eyes
• Experience and works well with telephony carriers to develop relationships with, escalate issues and work to a swift resolution of incidents.
• The ability and experience to build and improve existing voice networks using a hybrid cloud model and integration of SIP calling behaviours and patterns where challenges between multiple CCaaS and UCaaS providers will possibly come
• Collaborate and work across all levels of the business, with good communications skills both written and spoken English, including the detailed documentation of solutions.
• Conduct root cause analysis for past failures, working in conjunction with our global support teams; including their documentation and has a strong cybersecurity mindset and interest in such areas.
• Fully understands and has been part of past teams that utilized the Agile methodology framework when working development projects through iteration and sprints.
• Experience of working with ServiceNow for ticketing and scheduled changes

Skills, past experiences, and qualifications

• A full working knowledge of Session Initiation Protocol (SIP) and carrier networks
• Installation, maintenance and support of Oracle and AudioCodes Session Border Controllers, Routing Platforms such as ARM and ECB, including the ability to use and manipulate data from Back End management platforms, whether through ODBC or APIs
• A good understanding and firsthand experience of networking and security technologies (Network+, CCNA
• The ability to write documentation and knowledge base articles.
• Happy to work on their own initiative and to seek improvements and share past experiences to better internal services.
• Is critical thinking, communication techniques at all levels and more than anything else a collaborator?
• Experience of working in a finance environment and a large organization is necessary for this role.

*Rates depend on experience and client requirements