Sr. VoIP Engineer (Remote)

About the Role:

CrowdStrike is looking for a Senior VoIP Engineer to join the IT Network Engineering team. The person in this position will participate in a collaborative approach to expanding and supporting enterprise VoIP using proven design, optimization, and implementation skills. The successful candidate will also be responsible for presentations to team management and IT senior leadership.

This is an opportunity to work in a dynamic, robust, fast-paced and challenging environment. Candidates should be interested in expanding their breadth of knowledge, continually learning new technologies and processes, and solving difficult problems by thinking quickly and developing innovative solutions.

This is a hands-on role for a motivated and professional individual.  This role demands a highly focused and committed work ethic that supports the department in a variety of service- and support-related requests for IT customers. With a key focus on customer service, the position will ensure an outstanding VoIP user experience. The successful candidate will proactively identify opportunities for improving services and provide advanced support, including timely verbal and/or electronic problem status updates while carrying out incident resolution and investigating root cause.

What You’ll Do:

• Subject Matter Expert in VoIP and contact center platforms (e.g., RingCentral, Webex Calling/Contact Center, Amazon Connect/Salesforce, Zoom Phone)

• Work closely with solution providers to understand VoIP and contact center roadmap and assist management in ensuring readiness to deploy new functions

• Provide advanced support for the full range of VoIP platforms and services offered to IT customers with confidence and professionalism

• Training and guidance to other team members and advisory to management on VoIP and contact center platforms

• Provide outstanding customer service

• Assist IT Network Engineering leaders and senior IT leadership with vendor management

• Troubleshoot customer issues with the goal of providing a resolution on first touch

• Ensure effective incident management in line with established incident response processes

• Inform the IT incident response process during major VoIP platform incidents, ensuring all relevant information is captured and manage ticketing and escalations with service providers

• Take initiative to drive ongoing problems to resolution and escalate when appropriate

• Seek opportunities for continuous improvement in VoIP platforms and services

• Meet or exceed user experience metrics for this role

• Assist with projects and tasks assigned by manager as required, which may involve providing support to other areas of the business

What You’ll Need:

• 10+ years of experience with general VoIP and contact center engineering and support

• Demonstrated knowledge of VoIP architecture, voicemail, and contact center platforms

• Understanding of voice services and technology (call routing, call flow, networks, etc.) a plus

• Demonstrated experience with VoIP platforms (e.g., RingCentral, Webex Calling/Contact Center, Amazon Connect/Salesforce, Zoom Phone)

• Demonstrated knowledge in all aspects of VoIP troubleshooting and support

• Experience with debugging and troubleshooting SIP, RTP, RTCP, SRTP

• Outstanding customer service skills in a global enterprise environment

• Demonstrated knowledge of VoIP platform and service procurement, provisioning, and communications regulations in a global environment

• Experience with documentation and presentation tools such as Google Suite, Microsoft Office, Visio, Mirro, and Wiki

• Experience with project management tools such as Jira and Microsoft Project

• Demonstrated ability to work collaboratively with members of multiple teams across multiple global regions

• Must speak fluent English and communicate clearly in written English

• Must possess a valid driver’s license and own a working vehicle with current registration and insurance

• Must be capable of lifting 50lbs

• Must be willing to travel globally in support of team projects and other activities

• Bachelor’s degree or equivalent in information systems, computer engineering, computer science, or closely related field

Bonus Points:

• 5+ years of hands-on experience with RingCentral, Salesforce Service Cloud Voice, and/or Amazon Connect

• Experience managing Amazon Connect with Salesforce Service Cloud Voice integration

• Experience with creating queues, IVRs, and Contact Flows in Amazon Connect

• Demonstrated experience with VoIP platform migrations or contact center implementation

• Experience utilizing Amazon Connect Lambda functions within contact flows and IVRs

• Experience porting numbers between VoIP providers

• Relevant industry or VoIP certifications

• Fluency in languages other than English

• Proficiency with automation and scripting tools such as Python

• Strong interest in continuing education and certification

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