Tier 2 CPaaS Operations Engineer

Denver, CO

The Tier 2 CPAAS Operations Engineer will be responsible for resolving technical customer issues within the IntelePeer VoIP network and cloud platform services; performing inter-operations testing with new Enterprise customers; reviewing hourly and daily reporting activities on multiple network elements/services also taking immediate action if necessary; coordinating event management to restoration of service; and developing and testing procedures to conduct routine preventative maintenance on network services and cloud services.

Position Responsibilities

Troubleshooting, analysis, testing, and performing on-boarding for CPAAS, UCAAS, and SIP customers.
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
Be in a 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 Tier 1 and Engineering to rapidly restore and maintain the network.

Requirements

Education:

Bachelor’s or Associate’s Degree in related field

Competencies

Communications, Computer Science, Networking or similar technical field highly preferred

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