Tier 2 Engineer

SIP, Cisco, Linux, Tier 2, VoIP
Full Time
Depends on Experience

Job Description

IntelePeer is a leading provider of on-demand, cloud-based business communication solutions. Delivering high-quality HD voice, messaging and contact center solutions for enterprises and contact centers, IntelePeer’s SIP services and Atmosphere® platform delivers an unprecedented level of simplicity, analytics, savings and control.  Designed to keep pace with rapidly evolving business needs, SIP combines the highest quality, reliability and security in easily deployed solutions. The Atmosphere® platform delivers cost effective, competitive-edge services including IVR, Virtual Automated Call Distribution (VACD), Virtual Predictive Dialer (VPD), Cloud Routing, and SMS/Email applications.


REPORTS TO: Senior Manager, Tier II Operations

In this position based in Denver, CO, you will resolve technical customer issues ranging from routine to difficult within the IntelePeer VoIP network and Cloud Platform services.  Perform Inter-Operations testing with new Enterprise customers. Review hourly and daily reporting activities on multiple network elements/services and take immediate action if necessary.  Coordinate event management to restoration of service.  Develop and test procedures to conduct routine preventative maintenance on network services and cloud services.

Key responsibilities include:

  • Troubleshoot, Analysis, Testing, and perform on-boarding for CPAAS, UCAAS, and SIP customers
  • Good working level knowledge of IP, Routing and Switching to be able to configure, test, and deploy SD-WAN technologies
  • Work with new Enterprise customers to complete detailed integration for SIP testing. This requires very detailed knowledge of SIP messaging.
  • Serve as Tier 2 escalation point for NOC escalations
  • Rotation on-call for NOC escalations
  • Act as interface between customer and carrier to facilitate repairs for all CPAAS platform and VOIP trunk related issues.
  • Utilize Soft Switch, Accounting, Debug and, Syslogs, as well as other tools to troubleshoot and isolate issues
  • Monitor and react to low ASR/CSR reports
  • Constantly look for ways to improve ASR/CSR and low call duration rates.
  • Monitor and restore any call quality related issues to include busies, breaks in service, etc.
  • Isolate Capacity related issues and engage the proper groups to remedy the issue.
  • Work with Provisioning technicians and assist with new installs, repairs and certifications.
  • Assist/recommend development of automation agents utilized to improve the efficiency and monitoring capabilities of the group.
  • Work with the Tier 1 and Engineering to rapidly restore and maintain the network.
Dice Id : 10378840
Position Id : 6621129
Originally Posted : 11 months ago
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