Telecom/Cloud Network Engineer

Location Address:

Hybrid (twice a week, usually Tuesday & Wednesday)

Contract Duration:

08/19/2024 to 01/31/2025

Number of Positions:

1

Scheduled Hours:

Monday to Friday, 9am-5pm - Possibility of work outside of business hours

Extension Opportunity:

Yes

Typical Day in Role:

1. Design and validate the network solution between CCaaS cloud platform and Contact Center and Remote Agents. Ensure the traffic optimization and service quality.
2. Design and validate the call routing solution for Telco SIP trunk, on-premises PBX systems, and CCaaS cloud platform (Genesys project).
3. Build the lab environment for the Proof of concept.
4. Participate in the migration plan, methodology, process development for CCaaS transformation.
5. Troubleshoot issues in the production environment and provide root cause analysis and resolution.
6. Discover and update the inventory on the production system and prepare documentation.
7. Create the security design document (SDD), high-level design document (HDD), present the solution to the Architecture Review Board and obtain approval.
8. Collaborate across various functional teams on assigned tasks and meet tight timelines.

Candidate Requirements/Must-Have Skills:

1. 10+ years of hands-on experience from design to deployment on SIP protocol, HMR, WebRTC, Call routing, Dial plan, Telco SIP trunk (including BYOC solution), Oracle SBC, ECB products.
2. 5+ years of extended experience on the Cloud connectivity models for CCaaS solutions and MPLS, SDWAN, QoS, and knowledge of Cloud environment (Azure, AWS, etc.).
3. 5+ years of experience on On-Prem Avaya Contact Center to CCaaS migration projects in large enterprise contact center environments (1000+ agents, 100+ call flows) in different regions.
4. Working experience on Network Design for CCaaS technologies such as Genesys, NICE, Five9, etc.
5. Understanding integration with different on-prem systems (i.e., Verint Recording, WFM, Biometrics, Cisco CUCM, UCCX).

Nice-To-Have Skills:

1. Ability to use scripts to automate manual processes in service provisioning, root cause analysis, monitoring alerts, reporting.
2. Experience in business case development process and design cost-benefit analysis.

Soft Skills:

1. Excellent written, presentation, and verbal communication skills to work well with technical peers and business stakeholders at different levels within the organization.
2. Strong decision-making, forward-thinking, and creative problem-solving skills to anticipate and respond quickly to technological/market influences.
3. Ability to work as part of a team, as well as independently with minimal direction.

Best vs. Average Candidate:

This is a Network Engineer position for Contact Center. The ideal candidate has extensive experience with Network Design for CCaaS technologies, expertise with SIP Trunk (BYOC) and SBC, as well as involvement in CCaaS migration projects within a large enterprise setting.

Education:

1. Post-secondary degree in a technical field such as computer science, computer engineering, or related IT field required.
2. Cisco Certified Network Professional (CCNP) certification/ Genesys cloud specialist certification is an asset.

Candidate Review & Selection:

1. One round MS Teams video interview – Panel (1 hour) – behavioral and technical.
2. Second round interview with the Director - behavioral and technical.
3. The team will evaluate both soft skills and technical skills during the interview process.

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