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Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.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.Key ResponsibilitiesInterface directly with customer’s 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 SBC’s 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.Requirements3-5 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.Experience with ribbon SBCs and PSX.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, iDID’s 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.Ability to 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 KPI’s 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.
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