SBCaaS Senior Engineer

ROLE PURPOSE

As senior Ribbon Engineer, you will be working within the Ribbon team of engineer that supports and onboards customers on our SBCaaS platform. As a senior member of the team, you will be expected to help develop new features and connectivity to the platform

Having experience working with Ribbon products and SIP, you will be aware of the challenges integrating to 3rd parties and have experience of addressing these issues

Streamlining our service offering and the use of automation will be key to success of the team and business. Communication internally within the team as well as around the other business units will be crucial to driving customer success and identifying issues before they arise.

KEY INTERFACES

• Project Managers


• Service Centre Advisors


• Customers at all levels


• Internal Support Teams


• 3rd Party Carriers

MAIN DUTIES AND KEY RESPONSIBILITIES

• Provide support and manage faults that arise for the SBCaaS platform, which comprises of Core SBC, EMS, PSX & Protect


• Resolve customer issues (incidents / problems) ensuring contracted SLAs / OLAs are met.


• Configure the SBCaaS platform for new customers & carriers


• Perform diagnostics and troubleshooting to determine the cause of technical faults or errors; resolve technical issues and communicate with other technical experts for problem resolution.


• Undertake proactive activities such as checking/monitoring the SBCaaS platform


• Assist with developing internal documentation for installation instructions, how-to’s and processes for Moves-Adds-Changes-Deletions


• Perform system upgrades including firmware and software, when required


• Provide estimation and planning inputs for implementations or major upgrades to Project Managers as and when required


• Be part of the On-Call Rota, currently 1 in 5


• Comply with all policies, processes and procedures set out by Connect


• Assist in improving junior engineers’ technical knowledge and skills

ESSENTIAL KEY SKILLS & EXPERIENCE

• A great working knowledge and understanding of SIP


• Great SIP troubleshooting skills


• Great knowledge of Ribbon Core SBC, EMS & PSX


• Basic knowledge of TLS including certificate chains


• Knowledge of ITIL process’ including Incident, Problem, Change and Service Delivery


• Able to present complex subjects clearly to both customers and internal members of staff


• Using Wireshark to troubleshoot SIP issues


• MS Teams Direct Routing & PureCloud experience desired

DESIRABLE SKILLS & EXPERIENCE

• Experience of Ribbon Edge SBC


• Experience of Ribbon EdgeMarc & EdgeView


• Knowledge of Ethernet, TCP, UDP & IP


• Knowledge of Linux


• Knowledge of SIPREC


• Knowledge of OpenSSL

DESIRABLE CERTIFICATIONS

• SBC Core Support Professional Certification


• SBC Core Implementation Professional


• EMS Implementation & Support Professional Certification


• PSX Support Professional

KEY COMPETENCIES

• Customer Focused


• Relationship Building and Maintenance


• Decision Making Ability


• Highly Organised


• High computer literacy and ability to learn new software


• Inspiring Communicator


• Initiating Action


• Personal Responsibility


• Strategic Thinker


• Problem Solving


• Solution Orientated