Voice Core Engineer – NetSapiens
DEPARTMENT: Operations
JOB TITLE: Voice Core Engineer
REPORTING TO: VP of Engineering & Technology Integration
FLSA STATUS: Exempt
DATE PREPARED: December 2024
JOB SUMMARY
The Voice Core Engineer position is responsible for strategic architectural analysis, design and top-level support of all VoIP Class 5 platforms supporting telephony services including softswitch operations, features, device provisioning, call routing and 911. The position collaborates cross-functionally with Product Development staff to develop, vet and implement new products and services. The Voice Core Engineer schedules software upgrades, develops methods of procedure and coordinates service impacts with customers and vendors. The position trains and mentors Technical Support personnel.
CORE VALUES
- Honest and Humble
- Reliable and Takes Ownership
- Team Player and Can-do Attitude
- Professionally Competent & Disciplined
- Customer Focused
- Proactive & Problem Solver
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Designs, develops, configures and sustains engineering support of VoIP Class 5 systems including NetSapiens SNAPsolution suite, Insights Pro monitoring solution, APIs and approved third party applications.
- Works closely with business partners, network engineering and VoIP vendors to design and support future VoIP services and provide strategic and architectural issue resolution within the network.
- Develops standard configurations, procedures and guidelines for selecting, installing and deploying integrated solutions and platforms within the VoIP environment.
- Develops detailed testing documentation and thoroughly tests proposed solutions in a lab environment.
- Generates and executes test plans to ensure the correct implementation of Voice services.
- Follows through with vendors for timely resolution of issues; verifies fixes delivered by vendors.
- Provides Tier 3 support as needed toward the analysis and resolution of escalating troubles/issues from Technical Support personnel.
- Plans, documents, tests, and implements disaster recovery models at all levels of the telephony network.
- Keeps abreast of industry and technology trends, available products and services in support of IP Telephony and custom applications.
- Coaches and provides technical guidance to Technical Support staff as needed.
The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.
EDUCATION AND EXPERIENCE REQUIREMENTS
- High school diploma or equivalent is required.
- Seven (7) or more years’ experience on NetSapiens SNAPsolution suite (preferably in a wholesale environment) required
- Advanced knowledge of NetSapiens systems configurations, translations, APIs and scripting required.
- Experience with VMware and Linux environments preferred
- Experience with Metaswitch deployments a plus but not required.
KNOWLEDGE/SKILLS/ABILITIES
- Technical Knowledge – Expert understanding of SIP (Session Initiation Protocol) and related protocols. VOIP Telephony, TCP/IP, firewalls, routers, Session Border Controllers, Traffic Engineering, testing methods, Central Office protection practices. Experience in Digital Switching Technology, microwave and fiber-optic systems, provisioning, and DS-1 and DS-3 a plus but not required.
- Customer Service – able to personally provide high level of interactive service to internal/external customers, building relationships, identifying and addressing needs.
- Team Orientation & Interpersonal – highly motivated, passionate and creative team-player with ability to develop and maintain collaborative relationships with all levels within and external to the organization.
- Communication – able to effectively and persuasively express self, using language and grammar in a professional manner.
- Organization & Time Management – able to work independently with minimal supervision, planning, scheduling and organizing professional schedule to complete actions within established deadlines, handling multiple priorities with strong attention to detail.
- Project Management – able to prepare a plan that achieves stated objectives, establish and meet project deadlines, modify plan to reflect changing priorities and successfully complete project.
- Analytical Problem-Solving & Decision Making – able to research, analyze, identify viable options, draw sound conclusions, present findings and make thoughtful recommendations considering overall risk and short-term and long-term impact.
- Adaptability to Change – able to be flexible and supportive, react swiftly to and able to positively and proactively assimilate change in rapid growth environment.
- Systems & Software – proficient knowledge of Microsoft Office software applications.
SKILL REQUIREMENTS
- Typing/computer keyboard
- Verbal communication
- Utilize computer software (specified above)
- Written communication
- Retrieve and compile information
- Maintain records/logs
- Research, analyze and interpret information
- Verify data and information
- Investigate, evaluate, recommend action
- Organize and prioritize information/tasks
- Operate office equipment
- Basic mathematical concepts (e.g. add, subtract)
- Advanced mathematical concepts (fractions, decimals, ratios, percentages, graphs)
PHYSICAL REQUIREMENTS
- Sitting for extended periods
- Extended periods viewing computer screen
- Repetitive Motions
- Reading
- Speaking
- Reaching/Grasping
- Hearing
- Writing
HAZARDS
- Normal office environment
- Electrical current
- Proximity to moving mechanical parts
Saddleback is an “Equal Opportunity/Affirmative Action Employer.” Preference will be given to a qualified Community Member, then a qualified Native American and then other qualified candidate.