Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.
Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.
Five9 is looking for a Telecom Engineer I to join our Telco Services team. The ideal candidate is someone who has worked in a 24/7 production support environment and has a strong working knowledge of VoIP, SIP, and RTP.
Responsibilities:
- Interface directly with customer’s telecom engineers and IT teams to deploy customized solutions and trouble shoot issues
- Assist in building customer and carrier SIP Trunk connectivity, including interop sessions and activations
- Assist in the day-to-day operational support of the Telecommunications network, analyzing problems affecting network availability and customer quality reports
- Escalation point of contact for the Network Operations Center to resolve critical alerts generated by the SBC’s
- Analyze history of telecommunication related incidents and perform preventive measures
- Assist in the day-to-day operation of the telecommunications network, where necessary analyzing problems affecting network availability and customer/vendor service quality
- Provide root-cause analyses on service outages
- Respond to Telecom alerts and alarms and provide corrective actions in coordination with the Network Operations Center
- Create technical documentation and call flow drawings as needed
- Manage Telecommunications Service Provider & Vendors
- Implement hardware and software deployments on the telephony network as required; deploy new services including interop testing with telecom carriers and customers
- Provide emergency assistance and technical recovery in the event of an emergency situation affecting the availability and/or service quality of the network
- Participate in on-call emergency rotation
Qualifications:
- 1-2 years of telecom engineer experience with VoIP/SIP voice applications
- Must have Ribbon SBC/PSX experience.
- Working and theoretical knowledge of voice and data communications, including traditional switching, signaling and routing systems to include SIP, TCP/IP, MPLS etc.
- Working knowledge of VoIP principles, protocols and CODECs such as H.248, SIP, G.711, G.729, WebRTC, MPLS, VPN, UDP, RTP, MTP etc.
- Knowledge of SIP call routing, Least Cost Routing, Security Controls (TLS, IPSEC, ACLs) with Session Border Controllers
- Knowledge of telecom principals and terminology including DIDs, Toll Free numbers, LATA OCN and NPA-NXX etc.
- Experience with International Routing including ITFS, iDID’s and local termination policies
- Ability to build, interop and maintain direct connect SIP Trunks to customers and carriers
- Document, troubleshoot and resolve a multifaceted and complex Global voice network
- Maintain the telephony environment to assure delivery of Cloud applications, voice and customer connectivity and availability to target 99.99% SLA
- Ability to capture and analyze RTP streams as related to voice quality traditional KPI’s such as MOS, Jitter, Latency, Packets Loss
- Ability to execute and use intermediate level Linux/Unix system administrator commands
- Excellent working knowledge of telecommunications, maintenance processes and systems
- Proven ability to resolve complex issues in an efficient and timely manner and provide clients with consultative explanations and advice
- Self-starter with excellent troubleshooting skills and ability to prioritize tasks and organize workflow accordingly
- Excellent verbal and written communication skills are required
- Excellent documentation skills are required
- Willing to work US time schedule
Company Benefits
- Company stocks
- Annual merit increase based on performance
- 15% night shift differential pay
- Paid Leave with Cash Conversion
- HMO with free dependents
- Retirement Plan
- Life Insurance
- While on work from home setup: Internet and meal allowance are provided
- Employee Assistance Program for mental and social well-being
- Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)
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Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.
View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
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What We Do
Five9 is an industry-leading provider of cloud contact center solutions, bringing the power of cloud innovation to more than 2,000 customers worldwide and facilitating billions of customer engagements annually. The Five9 Intelligent Cloud Contact Center provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to help customers reimagine their customer experience. Designed to be reliable, secure, compliant, and scalable, the Five9 platform helps increase agent and supervisor productivity, connects the contact center to the business, and ultimately deliver tangible business results including increased revenue and enhanced customer trust and loyalty
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