Senior Engineer-Voice & Contact Center Technology

Summary

Join Toku, a company creating cloud communications and customer engagement solutions, as a Voice Engineer specializing in Contact Center Technology. You will oversee the design, testing, and deployment of voice infrastructure, gather technical requirements from customers, and develop solutions. Staying updated on secure communications devices and technologies is crucial, as is conducting technical briefings and creating system documentation. You will demonstrate expertise in IVR and Contact Center technology and build integrations across various systems. This role requires utilizing software development skills and collaborating with vendors to deliver projects on time and within budget.

Requirements

• 3-5 years of experience in Voice engineering, preferably with a background in contact centre technologies such as Cisco, Avaya, Genesys, or other voice systems
• Strong knowledge of IVR and Contact Center technology
• In-depth knowledge and experience with Session Border Controllers, SIP Servers, Voice Gateways, and VoIP protocols such as SIP, RTP, TLS, and SRTP
• Working knowledge and experience with Linux/Unix operating systems
• Experience with SIP proxies (OpenSIPS), PBXs (FreeSWITCH, Asterisk)
• Expert knowledge in Configuring, Asterisk and FreeSWITCH
• Strong understanding of VOIP concepts, SIP protocol, Soft-switching, and Networking
• Experience in working with third party/open-source SIP stacks, implement QOS in VOIP networks
• Working knowledge and experience in solving common VoIP NAT traversal issues and using NGREP/SNGREP, TCPDump, or Wireshark
• Must have excellent analytical, troubleshooting problem-solving skills and be proficient at managing multiple tasks in a fast paced and dynamic environment
• Ability to work in an Individual contributor role, meet deadlines, identify issues, and resolve them independently with minimal supervision
• Experience supporting L2/L3 incidents and vendor escalations and adhere to SLAs
• Excellent verbal and written communication skills
• Strong organizational and interpersonal skills, with an ability to build relationships
• Work effectively within a team environment

Responsibilities

• Oversee the design, testing, and deployment of Voice infrastructure, including IVR, VoIP phones, and infrastructure components such as SIP TRUNK/ISDN, PBXs, encryption devices, conference bridges, and call management servers
• Gather technical requirements from customers and develop low-level designs, implement solutions, and create user acceptance plans
• Stay updated with current secure communications devices and technologies, evaluate new software revisions/feature sets/patches, and conduct trade studies
• Conduct technical briefings with internal teams and customer representatives, and develop system documentation and drawings such as specifications, logical and physical architecture, and interconnect diagrams
• Demonstrate expertise in IVR and Contact Center technology, and build integrations across SSO/AD, CRM, case management, WFM, and other related contact centre solutions
• Utilize software development skills in Python or other programming languages to develop custom solutions or scripts as needed
• Work with vendors, suppliers, and principals to deliver projects on time and within budget

Preferred Qualifications

Experience in supporting call centre solutions would be preferred