About the role
- Perform configuration and maintenance of PBX Systems. Including installation and configuration of softphones, managing User Accounts, Creation/Deletion of Queues/Flows, DIDs/TFNs, Extensions, Voicemails etc. - Carry out Flows/IVRs and Call Routing design and implementation. - Monitor network performance. - Troubleshoot Network Infrastructure issues. - Provide technical support to end users, resolving hardware and software issues efficiently. - Diagnose problems, implement solutions, and escalate as necessary. - Maintain documentation of common problems and solutions. - Maintain service level agreements (SLA). - Handle routine system maintenance (network/software/PBX) - Participate in backup testing, business continuity, and recovery drills. - Log ticket issues and document relevant information to come up with a resolution. - Work with Security and Compliance to ensure IT infrastructure compliance with organizational policies, procedures, and industry standards. - Collaborate with other teams – Corporate Connectivity, Managed Services, Engineering, Security, and Compliance - Help identify opportunities for process improvement, recommendations, upgrades, or new technologies - Able to stay current with industry trends and best practices to enhance operational efficiency
Requirements
- IT / Computer Science-related degree or certification. - Knowledge in SIP, RTP and WebRTC, including voice codecs to optimize audio quality. - Knowledge in Zoom Phone and Zoom Contact Center, Mitel, Vanilla Asterisk and other Asterisk based PBX Systems. - Proficient in configuring, Flows, Routing, Integrations etc. This includes scripting and APIs. - Knowledge of SBC, MBG, and firewalls to secure voice networks, with a strong understanding of LAN/WAN routing and VLANs. - Knowledge in Mikrotik, Tailscale and Netskope is a plus. - Able to use Wireshark or other network packet tracer to diagnose call drops and SIP messages. - Strong problem-solving and analytical abilities. - Communication skills (technical and non-technical audiences). - Time management and ability to prioritize tasks. - Team collaboration and customer service orientation. - Adaptability and willingness to learn new technologies. - Attention to detail and documentation practices
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