Job Type: Contract
Country: United States
City: Las Colinas
State: Texas
Compensation Based on Experience
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VOIP Messaging Support Escalations Engineer

Job Description: Unified Communications Enterprise Support Escalation Engineer
Length: 2-3 year contract with possibility of becoming full-time

The Opportunity
Work in a team environment at one of our US global escalation sites to enable OCS engineers and architects to maximize the usefulness or our products, including Office Communications Server, managing PBX systems, Call Center systems, VoIP solutions, and Unified Messaging on Microsoft Exchange. Our product support teams are structured by product category, so that every customer has access to highly focused assistance and expertise.

Responsibilities:
Represent the company and communicate with corporate customers via telephone, written correspondence, or electronic service regarding technically complex escalated problems identified in our software products, and manage relationships with those customers. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.
 Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.
 Solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product lines.
 Acquire & coordinate resources from other groups as needed to resolve customer issues.
 Represent the company professionally in customer facing on-site engagements.
 Act as technical lead, mentor, and role model on a team of engineers; provide direction to others, review solutions and articles, etc. Mentor new Support Engineers.
 Develop and deliver technical training to other engineers.
 Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
 Report software bugs and customer suggestions.
 Write complex technical articles and sample programs for knowledge base.
 Assist with selection of new team members.
 May act as technical focal point in cooperative relationships with other companies.

Qualifications:

Required:
 Working knowledge of the integration of LYNC Server, Office Communications Server (OCS), and Exchange Unified Messaging (UM) into existing PBX/Gateway integration.
 Understanding of Enterprise Voice and PBX integration. Ability to analyze and interpret data captures and trace logs to resolve customer issues in production environments specific to VoIP and Unified Communications.
 Strong Network and VoIP experience with Routing & Switching Protocols, TCP/IP, QoS, SIP, VLANs, and WAN protocols and technologies.
 Hands on experience in VoIP Unified Communications such as Cisco Call Manager, Siemens OpenScape, IBM Sametime and Microsoft OCS
 Good Work Experience and understanding of various Codecs (G.711, G.723, G.729 etc) and VoIP technology in general.
 Strong knowledge of VoIP gateways like Routers, Gateways, and IP PBXs.
 Monitoring and troubleshooting experience of VoIP networks
 Knowledge of VoIP Soft switches, Media gateways, Media gateway controllers Session border controllers.

Recommended:
 Worked for a Gateway/PBX Vendor, VoIP Provider, ISP, or hosting company preferred.
 Strong knowledge of LINUX, VoIP, Scripting, PSTN converged voice and data IP communications packages, VoIP Hosted PBX, SIP trunks, all-in-one voice and video web conferencing, network monitoring, diagnosis, private line and multi-site MPLS connections.
 The ideal candidate will have a four year degree in C.S. or E.E. and a minimum of three years product support experience or the equivalent in work experience.
 Prior knowledge of the products to be supported, and other networking products and/or networking operating systems, is required. Candidates must also have strong customer service, accurate and logical problem solving, communication skills, and the ability to work in a team environment. Programming and debugging skills are a plus but not required. The ability to read and analyze network traces is ideal. Certification as a Microsoft Certified Systems Engineer (MCSE) is required within one year of employment.

Email anthony.eraclis@prithvisolutions.com if interested!