We are agents for tech professionals in Costa Rica and Colombia that help them build careers in the United States.
We believe in long-lasting relationships with our talent. We invest time getting to know them and understanding what they seek as their professional next step.
We aim to find the perfect match. As agents, we pair our talent with our US clients, not only by their technical skills but as a cultural fit. Our core competency is to find the right talent fast.
We purposefully move away from the “contractor” or “outsourcing” type of relationship. Our clients don’t want contractors or “just a service.” Neither does our talent.
Our Benefits- Wellness Coverage
- Remote Work
- Birthday day off
- Recognition and rewards system
- Referrals Program
- Business skill coaching
- English classes for Smashers and relatives
- Learning opportunities
This position is fully remote and open to candidates based in LATAM only. Applicants must have citizenship or a valid work permit in Costa Rica, Colombia, or Argentina.
Role SummaryWe are looking for a Junior Zoom Engineer to support the implementation, configuration, and administration of cloud communications solutions, with a primary focus on Zoom Phone.
This is an excellent opportunity for an early-career engineer with experience in VoIP, telephony, unified communications, networking, or technical support who wants to develop specialized expertise in Zoom's UCaaS ecosystem.
You will work alongside experienced engineers, architects, Project Managers, and customer teams to configure, test, troubleshoot, and support Zoom Phone deployments.
Responsibilities- Support the implementation and configuration of Zoom Phone solutions based on approved technical designs and customer requirements.
- Assist with configuration of sites, users, telephone numbers, calling packages, auto receptionists, call queues, routing rules, voicemail, policies, and supported endpoints.
- Support number inventory, porting preparation, user migrations, device deployments, and production cutovers.
- Assist with testing of call flows, routing, endpoints, failover scenarios, and platform functionality.
- Troubleshoot basic Zoom Phone issues involving call routing, provisioning, users, endpoints, voice quality, and administrative configurations.
- Assist with number management and telephony-related configuration activities.
- Support integrations involving identity management, APIs, CRM platforms, recording, or reporting tools.
- Participate in customer discovery and technical meetings alongside senior engineers and Project Managers.
- Maintain configuration records, test results, issue logs, runbooks, and technical documentation.
- Assist with post-launch support and production stabilization.
- Escalate complex technical issues with appropriate diagnostic information.
- Continuously develop technical knowledge of Zoom Phone, Zoom Contact Center, and cloud communications technologies.
- 1+ year of experience in VoIP, telecommunications, unified communications, networking, technical support, or a related technical role.
- Foundational or hands-on experience with Zoom Phone, Zoom administration, or another enterprise VoIP/UCaaS platform.
- Basic understanding of cloud telephony concepts, including:
- Telephone numbers
- Call routing
- Users and extensions
- Auto attendants / auto receptionists
- Call queues
- Voicemail
- Endpoints
- Familiarity with VoIP, PSTN, or enterprise telephony environments.
- Basic network troubleshooting knowledge related to voice and cloud communications.
- Experience troubleshooting technical issues and escalating complex incidents when necessary.
- Ability to follow approved technical designs, implementation procedures, and documented processes.
- Strong analytical and problem-solving skills.
- Good technical documentation and organizational skills.
- Ability and willingness to learn new technologies and develop expertise in the Zoom platform.
- Strong communication and teamwork skills.
- Hands-on experience administering Zoom Phone.
- Exposure to Zoom Contact Center.
- Experience with Cisco Unified Communications, Microsoft Teams Phone, Avaya, Genesys, or another enterprise communications platform.
- Basic knowledge of SIP and VoIP protocols.
- Experience with number porting, carrier coordination, or PSTN services.
- Familiarity with APIs, webhooks, or enterprise integrations.
- Experience with CRM or identity-management integrations.
- Knowledge of network quality concepts related to voice, including latency, jitter, and packet loss.
- Zoom technical certifications or other UCaaS/VoIP certifications.
- English B2+
- Spanish C1
Skills Required
- 3+ years of experience implementing or supporting CCaaS, UCaaS, cloud telephony, or related communications technologies.
- Hands-on experience implementing and administering Zoom Phone.
- Experience with Genesys Cloud CX or another enterprise contact center platform.
- Understanding of contact center concepts including queues, routing, IVR/interaction flows, business hours, reporting, and contact center operations.
- Working knowledge of cloud telephony, PSTN concepts, number management, endpoints, and call routing.
- Experience supporting implementations, migrations, testing, cutovers, and production stabilization.
- Working knowledge of network troubleshooting as it relates to voice and cloud communications.
- Ability to execute approved technical designs independently with limited supervision.
- Strong troubleshooting, analytical, technical documentation, and task-management skills.
- Strong customer-facing communication and consulting skills.
- Must have Citizenship or a valid work permit from Costa Rica.
- English C1 proficiency.
- Spanish C1 proficiency.
What We Do
We are coders, adventurers, and builders of career paths. We help US companies build rockstar developer teams in Costa Rica and Colombia, not as contractors but as employees that fit naturally into the culture and work environment of the company. One single community from three different countries helping each other achieve more than they ever dreamed of. Ready to pursue a fulfilling tech career? We are continuously looking for smart and skilled engineers. Check here our list of job openings and apply today! https://smash.cr/jobs.html
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