The Dedicated Engineer Network Operations (DENO) aka. Resident Engineer Network Operations (RENO) service provides resident network engineer(s) to serve as support resource(s) for Customer Customers. The engineer can support network verification activities, and following turn-up of the network, provide day-to-day fault management support of the Customer based network. In addition, the engineer can assist in managing the day-to-day process of integrating and implementing new elements of the Customer based network. Customer' resident engineer(s) work jointly with customer’s personnel in the following activities:

• Network Verification

• Support of Trunk Provisioning

• Provide fault management of the network

• Installation of new software releases

• Provide informal customer training

• Support Customer self-sufficiency transition plan

• Technical escalation support

Requirements:

This position requires direct interaction with customers, peers, engineering, and sales. This position requires in-depth troubleshooting techniques and fault isolation skills. The person should have in-depth knowledge of Linux, Perl Scripting and Voice Over IP Telephony Architecture and Protocols. In addition, experience with industry standard test and analysis tools (Wireshark, IP Softphones, SIP test tools) is a requirement. The job requires that the individual be able to recreate and isolate customer issues in their particular realm of expertise while working autonomously and with peers. This position requires:

• SIP, H.323, Telephony Routing Translations skill, Security Protocol knowledge, and an in-depth knowledge of signaling protocol standards and usage.
• Experience with Diameter routing and SS7 STP’s is a plus.
• Experience with Salesforce and JIRA applications.
• Ability to build and maintain strong customer service relationships.
• Excellent spoken and written English language skills; able to converse technically and at a basic level at both an operations and management level both internally and externally.
• Ability to lead and drive problems to the appropriate timely conclusion in effort to resolve and contain customer issues.
• Ability to be a strong team member, build relationships with colleagues and set the example by eager participation.
• Document issues and produce records appropriate for customer and management for Incident Status Reports.
• Strong organizational and time management skills.
• Ability to produce technical documentation as required for customer and internal use.
• Ability to work flexibly, due to shifted working hours (flexing within agreed service hours/wk.).
• Ability to travel to customer site as required for project support (requires T&E service add on).
• Holds a current driving license
• BS/MS in Telecommunications/Computer Science or equivalent with a minimum of 8+ years of experience in a technical customer support or professional services role.

Customer Resident Engineer Functional Requirements:

• Position requires direct interaction with customers, peers, engineering, and sales.
• Experience with in-depth troubleshooting techniques and fault isolation skills with Customer PSX, PSX SWe, EMS, SBC SWe, SBC 7000, SBC 5400 and SBC 1K/2K products.
• Support product software upgrades on customer lab and production installed base of Customer products (PSX/EMS/SBC) and future products (Customer Analytics).
• Support customer in resolving technical issues that arise between Customer SBCs and Customer Customer’s SIPREC Recording Server (SRS).
• Identify, open and manage technical support cases for any Customer products deployed in the customer network in a timely and efficient manner. Be Customer Customer’s advocate for escalating product issues back into Customer product support and product management.
• Engage Customer technical support and R&D as required in addressing product issues including secured remote access to Customer products, product log captures configuration changes, test case execution and analysis.
• Review all Customer products/solutions technical bulletins plus software release notes and proactively recommends options to address any impacts to the customer’s deployed base.
• Engage with Customer Professional Services as require to review and approve network extension and support ongoing product deployment in the Customer Customer network. Make recommendations for best practices on deploying and upgrading products to minimize impact to the customer network.
• Author test and verification documentation (test cases) to configure, test and deploy services/features to production as assigned by customer.
• Participate in project calls from the Planning and Design stages thru Production deployment for customer assigned projects.
• Develop in depth knowledge and understanding of the customers network and architectural interfacing with elements up and downstream from Customer elements
• Support customer’s Customer solution thru testing phase in the lab as well as FFA testing and production deployment/rollout