Junior VoIP Support Engineer

Company : Convoso

Job Type : Full Time

Philippines

Number of Applicants

:

000+

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Job Description - Junior VoIP Support Engineer

Who We Are: Convoso is a provider of omnichannel contact center software which dramatically increases customers' contact and lead conversion rates. We back the power of our advanced dialer with the human touch of a dedicated product expert. This invaluable combination delivers higher conversions with less outreach. We are also relaunching an advanced version of our conversational AI product to provide enhanced capabilities for our current customers and bring the technology to new markets. Convoso is looking for people who are excited about the future to join us in the fast growing and innovative field of IVA/AI, as well as motivated team players ready to jump in as we work together to drive our company's accelerated growth. (Just a heads up - we were selected as one of the Built In LA best places to work in 2020, 2021 and 2022!) We are dedicated to helping each person grow into their position and throughout their career. Convoso's new-hire and on-going training programs provide our employees with the resources and time to set them up for success. Our friendly team, located in office, hybrid and remote, is built on a culture of fostering team integrity and provides guidance to ensure every person thrives in their new role. The Job: At Convoso, we're constantly, vigilantly looking for ways to reshape the future of lead generation contact centers. Our mission is to revolutionize the call center industry by empowering agents to convert leads faster. That's where you come in. We are looking for … a Jr. VoIP Support Engineer to join our QoS & Carrier Solutions team. This is a position that requires thinking on your feet, self-education and teamwork in a fast paced environment. We are responsible for Voice and SMS Quality of Service, growing/grooming our active carrier group and completing all long-term projects. Day to day tasks include: completing daily reports & traffic analysis, investigating inquiries from our carrier group, assisting on carrier-related escalations from support, assisting internal departments on all carrier related matters. Long-term projects currently assigned to us include: engineering a global QoS probe, launching our new routing and rating platform, capacity planning and reporting automation Stepping into this very challenging role will mean stepping into a dynamic environment. There'll be a steep learning curve, but we believe the future belongs to those who build it. Therefore, success for you would mean reaching your full potential in a short period of time, while doing whatever it takes to get up to speed. Success would mean having a strong ability to manage multiple projects with competing deadlines. What You'll Be Doing:
Working with our carrier group to resolve technical issues
Working with internal departments to resolve technical issues
Assisting in carrier-related customer escalations
Work with Asterisk and OpenSIPs servers
Linux command line navigation and server based troubleshooting
Create and use packet traces on Linux servers
Analyzing existing VoIP networks and computer systems.
Troubleshoot WebRTC, perform end to end (PCAP) packet capture
Configuring and troubleshooting VoIP network
Training staff on network and system protocols.
Onboard/Offboard carriers and troubleshoot carrier issues
Become an expert in Convoso network and voice topology
Analyze VoIP traffic using Wireshark, VoIP Monitor and similar tools.
Monitor carrier connectivity and setup alerts for connectivity issues
Set up and monitor alerts for QoS
Analyze current Convoso VoIP configuration to recommend improvements
Who You Are:
3+ years of experience working as a VoIP/Carrier Support Engineer preferred
1+ years of experience troubleshooting with Wireshark, VoIP Monitor or similar call capture analysis tools
Experience with acquiring, managing and developing Carrier relations.
In-depth knowledge of SIP/ VoIP Protocols, voice network architecture and call routing
Analyzing SIP and RTP packets to determine root cause of audio and call connection issues
Thorough understanding of SMS capabilities and carrier configurations
Experience with implementing tools and monitoring for QoS
Work Perks Worth The Hype:
Competitive compensation package
PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
Your birthday off
Monthly credits toward food & beverage
Leadership Development Program
Company Outings
On and offsite team building events
Paid training for departments
Apple laptop (most roles)
And a team of highly experienced and kind colleagues!
HQ Office:
Casual office environment & dress
Fully stocked kitchen (Dietary restriction-friendly)