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Senior (5-10 ani), Executive (>10 ani), Middle (2-5 ani)

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Minimum qualifications:
• Advanced knowledge of Telecom operations support (PBX, IVR, Carrier Ops, Call Processing, Network Management)
• Advanced knowledge of PBX and IVR routing schemes, capabilities and concepts
• Advanced knowledge of customer support call flows and network architectures
• Comprehensive knowledge of protocols associated with the VoIP environment, such as: VLANS, SIP, QoS, , ISE, DNS, AD, LDAP and DHCP
• Understanding of Qualify of Service (QLS)
• Strong hands-on knowledge of SIP, SCCP, , TCP/IP protocols and codecs
• Advanced knowledge of PBX systems, SIP Trunking, SDP and SRTP/TLS/DTLS
• Experience with several different VoIP phone brands (. Cisco, Avaya, Polycom, etc.) 
• Hands on VOIP and Network experience required
• Experience in multi-vendor routing and switching infrastructure, including Data and VoIP VLANs, VPN Routing Protocols (. MPLS, IPSEC, etc.) 
• Ability to conduct research into IP telephony issues and products
• Experience with session border controllers (. Avaya SBC and Cisco UBE, etc.)
• Basic Linux experience
• Ability to run basic commands and go through logs for troubleshooting purposes
• Ability to work in a fast-pace environment, ability to multi-task, change direction, effectively prioritize and meet deadlines
• Excellent customer service skills

Nice to have skills:
• Experience with Solar Winds/ Nagios software for network/ VoIP monitoring
• Experience with/ knowledge of network management tools such as: Cisco Prime Provisioning /Avaya Provisioning
• Avaya, Nortel, Genesys and other Telecom focused certifications highly desired
• Certifications: CCNA Voice/Collaboration, CCNP Voice/Collaboration and/ or Avaya AIPS, ACIS
• Experience with Text To Speech applications (TTS) and Automated Speech Recognition (ASR)
• Experience with ININ
• Knowldge of Voice XML or CCXML 

• Troubleshoot & resolve VoIP related issues such as dropped calls, DTMF issues, failed calls, one-way audio, etc in a timely fashion
• Provide telephony support related to technical issues involving various telecommunications services such as VoIP, voicemail, analog, and vendor specific hardware and software
• Work with telecommunications carriers for installation and troubleshooting of voice & data circuits
• Troubleshoot and conduct administrative tasks for voice servers
• Address system alerts and notifications from the remote monitoring and management system based on service tickets
• Monitor, analyze and fine tune network & server performances, ensuring high availability of services with zero downtime
• Monitor, analyze and resolve network/server bottlenecks LAN, VoIP carrier issues, analyze Wireshark PCAPS, etc.
• Analyze and evaluate network performance in order to provide recommendations/ solutions for traffic flow/ security/ process optimization
• Install, configure and ensure maintenance of IP telephony servers, switches, routers & gateways
• Implement and support disaster recovery solutions
• Document systems to include system reviews and recommendations
• Establish & enforce agreed processes to meet SLAs
• Prioritize and resolve service request tickets including immediate escalation for urgent issue resolution
• Communicate with customer, project team and third parties as required (in regards to incident progress, impending changes, agreed outages etc.)
• Actively contribute to accurate project Knowledge Database (create new procedures, update existing procedures etc.)