Senior Network Consultant

October 4

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Genesys

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Call Center Software • Cloud Contact Center • Customer Experience Software • Contact Center as a Service • Customer Self-Service

5001 - 10000

Description

• Collaborate with third-party vendors & carriers to troubleshoot network, routing & hardware faults. • Troubleshoot Telephony and Network issues live with customers and their own network teams over a zoom or Teams meeting. • Collaborate with our Sr. TSEs and Dev Support in troubleshooting customer network issues. • Provide escalated support for critical issues & assist in the oversight, mentoring, and training of junior staff. • Documenting identified faults and creating a knowledgebase for Product Support use.

Requirements

• 3+ years working with VOIP and IP Networks supporting Voip solutions over IP Networks. • Experience with Hosted PBX, on-premise IP telephony platforms/software, Cloud solutions. • Experience with VoIP handsets & equipment and their provisioning, registration, and configuration. • Experience troubleshooting HTTPS and web socket issues. • Excellent problem solving, debugging/troubleshooting skills. • Strong understanding of VOIP related protocols such as SIP, RTP, different codecs etc. as well as WebRTC (ICE, STUN, TURN etc). • Knowledge of IP networks Including Switching, Routing, QoS, TCP/IP Fundamentals (TCP/UDP/TLS/RTP/DNS/DHCP/HTTP ) and troubleshooting voice and IP networks across wide area networks. • Experience using network protocol analyzers such as Wireshark is desired. • Practical knowledge of internet Access Technologies – NBN, Fibre, ADSL, VDSL, EFM, MPLS, VPN, GRE, etc. • Any experience in investigating Firewalls such as Palo Alto, Cisco ASA, Fortinet’s Fortigate, Sonicwall, Zscaler, etc is a plus. • Knowledge Of Windows/Linux/Mac/Mobile, VOIP-Protocols (SIP, H.323, MGCP, H.248), VOIP-Architecture + VOIP Call Components and Transport Connections. • Proficient knowledge of networking, routing, and LAN/WAN protocols preferred. • Good Oral - Written Communication-Skills - can Articulate Network-Issue(s) - with Experience in Dealing with User(s). • Industry-Standard Network Certifications Preferred - CCNA CCNP JNCIA JNCIP JNCIS - And, ITIL Foundations and-or Similar Service_Management_Certification(s) are highly desirable.