FBS Network Engineer

Location: Mexico, Brazil

Department: Support Functions

Workplace: remote

Employment Type: full

Description

FBS – Farmer Business Services is part of Farmers operations with the purpose of building a global approach to identifying, recruiting, hiring, and retaining top talent. By combining international reach with US expertise, we build diverse and high-performing teams that are equipped to thrive in today’s competitive marketplace.

We believe that the foundation of every successful business lies in having the right people with the right skills. That is where we come in—helping Farmers build a winning team that delivers consistent and sustainable results.

Since we don’t have a local legal entity, we’ve partnered with Capgemini, which acts as the Employer of Record. Capgemini is responsible for managing local payroll and benefits.

What to expect on your journey with us:

• A solid and innovative company with a strong market presence
• A dynamic, diverse, and multicultural work environment
• Leaders with deep market knowledge and strategic vision
• Continuous learning and development

As a Network Engineer you would support for any/all project activities within network and telecom, including gathering customer requirements and providing pricing support for needed requirements. This includes the supporting the design, development, documentation, implementation and operation of the network and telecom systems, including prototypes into the production environment.

Responsibilities

• Ensuring the business logic and call flows remain intact throughout the migration.
• Managing the carrier porting, SIP trunking, and infrastructure configuration.
• Support the collection and management of customer requirements (RFS), including attending customer pre-project discussions to represent network and telecom.
• Support the process of developing ROMs (project estimates), defend the ROM and solicit formal ROM approvals
• Support the direct implementation of small network and/or telecom projects, including the development and management of project plans
• Assist in the on-boarding of external resources to support larger projects or to support a large number of projects. In addition, provide oversight to the 3rd party engineering resources to assist with the implementation of the project(s).
• Provide monthly reporting data for all project activities. This role will act as a mentor to lower roles, and support a continuous process improvement activities.
• Working with their manager and/or director, this role will help provide individual and team goals to the management to be used in the annual performance management tool, Additional responsibilities include assisting in the training of new hires.
• Support the design, development, documentation, implementation and operation of the network and telecom systems, including prototypes into the production environment Project management
• Understands basics of project management, timelines and critical path Budget awareness
• Understanding of project budgets including understanding of basic finance treatments and timings Dependability and Time Management
• Completes assigned tasks on time and predictably.

Requirements

• 4+ years in Telecom system experience
• Advanced Scripting: Expert-level knowledge of Cisco Unified Contact Center Enterprise (UCCE) scripting and call studio.
• Call Flow Logic: Ability to reconfigure and validate complex call flows, IVR menus, and queueing logic to align with new Bandwidth entry points.
• Platform Knowledge: Strong grasp of Finesse, CUIC (reporting), and CVP (Voice Portal).
• Post-Migration Support: Experience providing Tier 3 support for contact center agents and managing "Day 2" optimization based on business feedback.
• Carrier & Porting Expertise: Proven experience managing large-scale Toll-Free and DID migrations (preferable to Bandwidth).
• SIP & Gateway Management: Deep knowledge of Cisco VCube (CUBE) setup, dial-peer configuration, and SIP normalization.
• Infrastructure: Proficiency in Cisco Unified Communications Manager (CUCM) and Cisco Unified Border Element.
• Support: Ability to troubleshoot complex call-routing issues between legacy carriers (BT/AT&T) and Bandwidth during and after the cutover.
• Cross-Team Collaboration: Ability to interface with carrier technical teams (Bandwidth/BT) and internal business units (Claims/CAS).
• Validation & Testing: Experience creating and executing UAT (User Acceptance Testing) plans for voice services.
• Documentation: Proven track record of documenting dial plans, call flow diagrams, and troubleshooting playbooks

Benefits

This position comes with a competitive compensation and benefits package.

• A competitive salary and performance-based bonuses.
• Comprehensive benefits package.
• Flexible work arrangements (remote and/or office-based).
• You will also enjoy a dynamic and inclusive work culture within a globally renowned group.
• Private Health Insurance.
• Paid Time Off.
• Training & Development opportunities in partnership with renowned companies.