Job Description

We are looking for a Voice Network Engineer to join our scaleup, to ensure that ZIWO\'s services\xe2\x80\x94both our internally critical and our externally visible systems\xe2\x80\x94have reliability and uptime appropriate to customers\' needs and a fast rate of improvement while keeping an ever-watchful eye on capacity and performance of our Voice Solution.
This role will be the part of Operations team to tackle and troubleshoot daily telecom-related production issues. It also involved peering with the Infrastructure team to improve the deployment and monitoring tool for the ZIWO Telco Infrastructure.
About ZIWO ZIWO is Cloud Contact Center Software (CCAAS) that provides a straightforward solution for companies to talk to their clients with a crystal-clear voice. ZIWO has readymade plugins with most CRM and is integrable with any app.
Ziwo provides businesses with access to an industry-leading cloud contact center solution. The software includes advanced features such as call tracking, Virtual phone numbers in 150+ countries, Call Masking, End Call Survey, CDR, IVR, Real-time Reporting, and more.
Ziwo provides its solution to clients such as Tabby, Damac, Talabat, Deliveroo, Al Tayer, Floward, and many more.
Responsibilities

• Responsible for managing the L2 troubleshooting of Telco incidents.
• Regularly checking and reviewing the Telecom production platform.
• Anticipating any capacity or usage and reaching out to third-party providers.
• Setting up the new Telco Capacity.
• Managing Voice Billing Platform.
• Coordinate with the Infrastructure team for L3 escalations with in-depth investigation reports.
• Collaborating with the Infrastructure team for the design, setup, and monitoring of the new stack.
• Bringing new ideas to improve the Telco Infrastructure.
• Good organizational and tracking skills to ensure timely resolution from third parties.

• BS degree in Computer Science or equivalent practical experience.
• Experience in managing networks in a real production environment.
• Strong expertise in VoIP technology.
• Deep understanding of networking protocols (IPSec, OSPF, BGP, Wireguard, LAN, DNS)
• Experience with Public Cloud Providers.
• Understanding of SIP/ PRI / GSM Gateways
• Having experience with ansible will be a plus.

• Systematic problem-solving approach, coupled with strong communication skills and a sense of ownership and drive.
• Ability to debug and troubleshoot SIP and any Voice related issues.
• Strong Knowledge of: FreeSwitch or Asterisk, UDP (VoIP), Linux, Ansible, Git & Git Flows, Creating Useful Grafana dashboards, and Managing the Rules for Alerting System.