Senior VoIP Engineer

4 days ago

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CrowdStrike

WebsiteLinkedInAll Job Openings

Next-Generation Endpoint Protection • Endpoint Detection and Response • Next Generation Anti-Virus • Managed Threat Hunting • Incident Response

5001 - 10000 employees

Founded 2011

🔒 Cybersecurity

☁️ SaaS

🤖 Artificial Intelligence

Description

• CrowdStrike is looking for a Senior VoIP Engineer to join the IT Network Engineering team. • The person in this position will participate in a collaborative approach to expanding and supporting enterprise VoIP using proven design, optimization, and implementation skills. • The successful candidate will also be responsible for presentations to team management and IT senior leadership. • This is an opportunity to work in a dynamic, robust, fast-paced and challenging environment. • Candidates should be interested in expanding their breadth of knowledge, continually learning new technologies and processes, and solving difficult problems by thinking quickly and developing innovative solutions. • This is a hands-on role for a motivated and professional individual. • This role demands a highly focused and committed work ethic that supports the department in a variety of service- and support-related requests for IT customers. • With a key focus on customer service, the position will ensure an outstanding VoIP user experience. • The successful candidate will proactively identify opportunities for improving services and provide advanced support, including timely verbal and/or electronic problem status updates while carrying out incident resolution and investigating root cause. • Subject Matter Expert in VoIP and contact center platforms (e.g., RingCentral, Webex Calling/Contact Center, Amazon Connect/Salesforce, Zoom Phone) • Work closely with solution providers to understand VoIP and contact center roadmap and assist management in ensuring readiness to deploy new functions. • Provide advanced support for the full range of VoIP platforms and services offered to IT customers with confidence and professionalism. • Provide training and guidance to other team members and advisory to management on VoIP and contact center platforms. • Assist IT Network Engineering leaders and senior IT leadership with vendor management. • Troubleshoot customer issues with the goal of providing a resolution on first touch. • Ensure effective incident management in line with established incident response processes. • Inform the IT incident response process during major VoIP platform incidents, ensuring all relevant information is captured and manage ticketing and escalations with service providers. • Take initiative to drive ongoing problems to resolution and escalate when appropriate. • Seek opportunities for continuous improvement in VoIP platforms and services. • Meet or exceed user experience metrics for this role. • Assist with projects and tasks assigned by manager as required, which may involve providing support to other areas of the business.

Requirements

• 10+ years of experience with general VoIP and contact center engineering and support • Demonstrated knowledge of VoIP architecture, voicemail, and contact center platforms • Understanding of voice services and technology (call routing, call flow, networks, etc.) a plus • Demonstrated experience with VoIP platforms (e.g., RingCentral, Webex Calling/Contact Center, Amazon Connect/Salesforce, Zoom Phone) • Demonstrated knowledge in all aspects of VoIP troubleshooting and support • Experience with debugging and troubleshooting SIP, RTP, RTCP, SRTP • Outstanding customer service skills in a global enterprise environment • Demonstrated knowledge of VoIP platform and service procurement, provisioning, and communications regulations in a global environment • Experience with documentation and presentation tools such as Google Suite, Microsoft Office, Visio, Mirro, and Wiki • Experience with project management tools such as Jira and Microsoft Project • Demonstrated ability to work collaboratively with members of multiple teams across multiple global regions • Must speak fluent English and communicate clearly in written English • Must possess a valid driver’s license and own a working vehicle with current registration and insurance • Must be capable of lifting 50lbs • Must be willing to travel globally in support of team projects and other activities • Bachelor’s degree or equivalent in information systems, computer engineering, computer science, or closely related field

Benefits

• Remote-friendly and flexible work culture • Market leader in compensation and equity awards • Comprehensive physical and mental wellness programs • Competitive vacation and holidays for recharge • Paid parental and adoption leaves • Professional development opportunities for all employees regardless of level or role • Employee Resource Groups, geographic neighbourhood groups and volunteer opportunities to build connections • Vibrant office culture with world class amenities • Great Place to Work Certified™ across the globe