• IntelePeer Cloud Communications, LLC
  • Englewood, CO
  • Miscellaneous
  • Full-Time
  • 9474 E Orchard Dr

position filled body

Loading some great jobs for you...




Tier 2 CPAAS Operations Support Engineer

The Tier 2 CPAAS Operations Engineer will be responsible for resolving technical customer issues within the IntelePeer VoIP network and cloud platform services; performing inter-operations testing with new Enterprise customers; reviewing hourly and daily reporting activities on multiple network elements/services also taking immediate action if necessary; coordinating event management to restoration of service; and developing and testing procedures to conduct routine preventative maintenance on network services and cloud services.

Responsibilities

  • Troubleshooting, analysis, testing, and performing on-boarding for CPAAS, UCAAS, and SIP customers
  • Work with new Enterprise customers to complete detailed integration for SIP testing. This requires very detailed knowledge of SIP messaging.
  • Serve as Tier 2 escalation point for NOC escalations
  • Be in a rotation on-call for NOC escalations
  • Act as interface between customer and carrier to facilitate repairs for all CPAAS platform and VOIP trunk related issues.
  • Utilize Soft Switch, Accounting, Debug and, Syslogs, as well as other tools to troubleshoot and isolate issues
  • Monitor and react to low ASR/CSR reports
  • Constantly look for ways to improve ASR/CSR and low call duration rates.
  • Monitor and restore any call quality related issues to include busies, breaks in service, etc.
  • Isolate capacity related issues and engage the proper groups to remedy the issue.
  • Work with provisioning technicians and assist with new installs, repairs and certifications.
  • Assist/recommend development of automation agents utilized to improve the efficiency and monitoring capabilities of the group.
  • Work with Tier 1 and Engineering to rapidly restore and maintain the network.

Requirements

Education

  • Bachelor s or Associate s Degree in related field

Experience and Competencies

  • Communications, Computer Science, Networking or similar technical field highly preferred

IntelePeer is a leading provider of on-demand, cloud-based communications services that deliver high-quality HD voice, HD video and unified communications for businesses and contact centers. IntelePeer enables unified communication and collaboration (UCC) solutions from every major vendor with its SIP services and Fluent Federation-as-a-Service, providing enterprises with a ubiquitous user experience and seamless transition to the clarity, reliability and unmatched quality of IP communications served from IntelePeer s Cloud platform.


Responsibilities

  • Troubleshooting, analysis, testing, and performing on-boarding for CPAAS, UCAAS, and SIP customers
  • Work with new Enterprise customers to complete detailed integration for SIP testing. This requires very detailed knowledge of SIP messaging.
  • Serve as Tier 2 escalation point for NOC escalations
  • Be in a rotation on-call for NOC escalations
  • Act as interface between customer and carrier to facilitate repairs for all CPAAS platform and VOIP trunk related issues.
  • Utilize Soft Switch, Accounting, Debug and, Syslogs, as well as other tools to troubleshoot and isolate issues
  • Monitor and react to low ASR/CSR reports
  • Constantly look for ways to improve ASR/CSR and low call duration rates.
  • Monitor and restore any call quality related issues to include busies, breaks in service, etc.
  • Isolate capacity related issues and engage the proper groups to remedy the issue.
  • Work with provisioning technicians and assist with new installs, repairs and certifications.
  • Assist/recommend development of automation agents utilized to improve the efficiency and monitoring capabilities of the group.
  • Work with Tier 1 and Engineering to rapidly restore and maintain the network.

Requirements

Education

  • Bachelor s or Associate s Degree in related field

Experience and Competencies

  • Communications, Computer Science, Networking or similar technical field highly preferred

Related Keywords:

Solutions, Engineer, Sales, Selling, Technical, Sales Process, Activations, RFI, RFP, product, demonstration, implementation, Telephony, Server, PBX, Call Center, Contact Center, Enterprise, Voice, Routing, Carrier, SIP, Trunk, TDM, Unified Messaging, Presence, Instant Messaging, UC, Unified Communications, Microsoft, Cisco, white label, channel, ACD, Automatic Call Distribution, IVR, Interactive Voice Response, Outbound, Dialers, Advanced Toll Free, Call Recording, SalesForce, CRM, hosted telecom, certifications, trade shows, conferences, Skype for business, hosted UC, fluent, on-demand, cloud-based



* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

Launch your career - Upload your resume now!


Loading some great jobs for you...