VOIP Network Engineer

Overview: Our client is a leading digital technology and customer experience services company known for its agility, innovation, and focus on client outcomes.

Job Responsibilities:

• Handle all work / troubleshoot inbound interactions (Chat, email, Call) from customers
• Timely handoff (escalation) of cases that require technical assistance to NOC etc.
• Manage his backlog efficiently, with a focus on customer satisfaction and first-call resolution
• Other team player activities like contributing to KB, notifying/discuss on any process improvement or best practices, sharing/upgrading technology, and product expertise

Technical Skills:

• Good knowledge of protocols like TCP/IP, VOIP, UDP, SIP, RTP, SRTP, and WebRTC
• Intermediate understanding of switching, OSI Model, MAC Addressing, Subnetting, TCP, DNS, Ping/Traceroute, DHCP, telnet, and routing
• Basic to intermediate understanding of QOS settings, NAT, firewall, T1, ISDN, Linux, and SBC
• Exposure and understanding of video conferencing, IM, Voicemail, DID, carriers, and knowledge of VOIP and SIP
• Knowledge of UCaaS, CPaaS platform, cloud, Contact center, Integrations like MS teams, and analysis tools like Wireshark, etc.
• Familiar with Salesforce Service Cloud or similar CRM systems, KB systems, and Customer portals for case management

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