Job Summary:
The candidate would be an experienced engineer with proficiency in Planning & Design activities, implementing products and solutions as per design and resolving complex technical issues. They must be comfortable working with third party providers, ability to develop project plans including a detailed statement of work and lead customers through project delivery. Position will be responsible for the accurate documentation and execution of detailed/complex test plans. This position requires extensive customer contact and the ability to collaborate with internal/external agencies to solve
emerging customer requirements. Successful candidate must be able to adapt to new/changing requirements therefore flexibility is required. Successful candidate will not only be essential in the delivery of professional services but also in communicating the clients value proposition and managing customer expectations. The function of this role is to engage with the customer, technical staff and SME as the client management and technical expert in solution design.
Guiding engineering, requirement gathering, and operational governance in a leadership capacity. Successful candidate will act as Architect for the environment transformation to Msft Teams, Zoom phone, 3CX and contact center including client session boarder controllers deployed in various methods (Cloud, private cloud, on site) and session management.
Responsibilities:
• Provide technical assistance to customers through implementation and deployment.
• Act as customer trusted advisor, consult customers about solutions options after understanding their needs/expectations.
• Plan, manage, and execute SOW/contract deliverables for Professional Service offerings.
• Lead kick-off meetings to ensure customers are covered for all aspects of deployment and operations.
• Act as a sales representative by discussing new possible new solutions, marketing the services, and conveying the benefits.
• Discover, isolate, and duplicate problems and develop solutions using software and hardware tools as required.
• Accurately record customer issues and document resolutions.
• Identify opportunities for improvement.
• Maintain a thorough understanding and broad knowledge of product and service offers and solutions.
• Perform on-site services as required.
• Deliver technical training/knowledge transfer to customers/partners as required.
Qualifications:
• MS/BS in EE/CS.
• Minimum of 10 years’ direct technical work experience in Telecom and Data Communications with an emphasis on voice applications.
• Experience with TDM signaling protocols mandatory.
• Solid understanding of IP Telephony Gateways and various signaling protocols including but not limited to SIP and H.323.
• Solid understanding of Windows and Linux platforms.
• Experience with Microsoft technologies is a plus (Skype for Business, TEAMs).
• Microsoft certification in Unified Communications preferred. CCNA certification is advantage.
• Project Management experience a plus.
• Experience with both Enterprise and Service Provider client’s a plus.
• Excellent written & verbal communication skills.
• Solid customer service orientation and a passion for excellence.
• Excellent diagnostic, troubleshooting, and problems solving skills.
• Ability to work in a fast-paced environment.
• Willing and ability to travel (mostly domestic but some international travel may be required).
• Willing to participate in 24x7 On-call support duties for after-hours support on rotation basis.
• A seasoned and strategic engineering or operations focus on large scale multi-vendor Unified Communications (UC) solutions. Require full life cycle architecture, design, and deployment expertise.
• Have a solid UC background versed in Voice telephony in three or more of the following areas
o AudioCodes, SfB, Cisco, Avaya, Ribbon, Oracle, and Mitel/Aastra.
o Versed in Audio codes SBCs, ARM and OVOC as well as familiar with other session boarder controllers such as Cisco and Ribbon.
o Experience with others used to implement Teams Direct Routing, Zoom Phone, Genesys, or RingCentral.
• Resources should be able to describe, architect and lead implementation of a SIP session management platform for integration of various SIP enabled endpoints.
• A resource that can guide the project transformation of the environment with a UCaaS solution such as, MS Teams, Zoom Genesys, Ring Central and WebEx.
• Ability to manage and exceed client expectations for delivery including facilitated meetings, whiteboard sessions, presentations, deliverables and weekly communications with client and engagement managers on status and health of the projects.
• Strong business acumen and strategic customer interaction, including workshops and Strategy and Roadmap deliverables are key.
• A resource that can participate in a Setup, transformation/transition and provide ongoing architect for this offering based on Teams, SfB and Video conferencing including any remaining Voice telephony.
• Security, architecture, and industry certifications such as MS Azure, AWS, MCSE Communication, Cisco Design Expert, Cisco Voice Expert, AWS Solution Architect, Certificate of Cloud Security Knowledge (CCSK), CompTIA Security+, Cisco Certified Design or Network Associate (CCDA, CCNA), ITIL Foundations, and similar.
• Hands on experience. It could be implementing or designing two or more of the following: Unified communications (Teams, Ring Central , Cisco, Avaya, Microsoft, Mitel/Aastra); Data and IP Services (MPLS, SIP, internet, VPN, SDN, NFV); Managed Operations (WLAN, LAN, WAN, Managed IP PBX); Security Services (DDOS, FW, IDS, WAF, DDI, SIEM); Call Center Technologies (ACD, IVR, Client Portal, WebRTC); IT Applications Management (SOA, Web Services, application hosting, CDN, IaaS / PaaS / SaaS).
• Experience with number porting, carrier coordination, LOA management, and telephony migration activities is considered a strong advantage.
• Experience leading customer cutover events, coordinating with service providers, and managing porting-related escalations is a plus.