Job Description

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.



Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

The Team

The Voice Client team delivers crucial voice call capabilities for our customer call/contact centre solutions. Our focus is on smooth and high audio quality to enhance the customer experience.



This position is based out of one of the offices of our affiliate Acqueon Technologies in India, and will adopt the hybrid work arrangements of that location. You will be a member of the Acqueon team with responsibilities supporting Five9 products, collaborating with global teammates based primarily in the United States.

Responsibilities:

Interface directly with customer's telecom engineers and IT teams to deploy customized solutions and trouble shoot issues Assist in building customer and carrier SIP Trunk connectivity, including interop sessions and activations Assist in the day-to-day operational support of the Telecommunications network, analyzing problems affecting network availability and customer quality reports Escalation point of contact for the Network Operations Center to resolve critical alerts generated by the SBC's Analyze history of telecommunication related incidents and perform preventive measures Assist in the day-to-day operation of the telecommunications network, where necessary analyzing problems affecting network availability and customer/vendor service quality Provide root-cause analyses on service outages Manage Telecommunications Service Provider & Vendors Implement hardware and software deployments on the telephony network as required; deploy new services including interop testing with telecom carriers and customers Manage telecommunications Service Providers & Vendors Implement hardware and software deployments on the telephony network as required Deploy new services including interop testing with Telecom carriers and customers Develop and implement testing plans Create technical documentation and Standard Operating Procedures (SOPs) for daily/weekly recurring tasks or change requests Providing root-cause of issues and suggesting & deploying resolutions for serious problems Providing direction to junior team members in troubleshooting and managing complex service issues Understand product capabilities and limitations

Qualifications:

5+ years of telecom engineer experience with VoIP/SIP voice applications Must have a detailed, working and theoretical knowledge of voice and data communications, including traditional switching, signaling and routing systems to include SIP, TCP/IP, MPLS etc. High level knowledge of VoIP principles, protocols and CODECs such as H.248, SIP, G.711, G.729, WebRTC, MPLS, VPN, UDP, RTP, MTP etc. High level knowledge and experience with SIP call routing, Least Cost Routing, Security Controls (TLS, IPSEC, ACLs) with Session Border Controllers Ability to analyze and design voice systems to achieve stable, efficient and secure operation Experience with International Routing including ITFS, iDID's and local termination policies Ability to build, interop and maintain direct connect SIP Trunks to customers and carriers Review, Assess, Critique and Implement Telecom Architecture design changes in Lab and Production environments Excellent organizational and follow-through skill sets are essential Document, troubleshoot and resolve a multifaceted and complex Global voice network Maintain the telephony environment to assure delivery of Cloud applications, voice and customer connectivity and availability to target 99.99% SLA Experience with Softswitch, Session Border Controllers (preferably Sonus/Ribbon, Audio Codes), SIP proxies, Media Servers (preferably AudioCodes IPM-6310 and FreeSWITCH) In depth knowledge of Wireshark, Empirix or other network protocol analyzers Ability to capture and analyze RTP streams as related to voice quality traditional KPI's such as MOS, Jitter, Latency, Packets Loss





Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.



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Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.