Job Description
Your prospective employer:
… is moving from ‘great’ to ‘greater’ with a strategic success formula that wins customers’ hearts and minds by combining value with convenience. This national energy provider continues to grow its market share with the support of a highly engaged workforce that embraces new ideas with a growth mindset. Making life simpler, easier and faster for its customers and creating a fun and rewarding working environment for its employees; the business is dominating the Australian market and due to a recent acquisition is now reaching into a new sector to round out its offering to consumers.
… is moving from ‘great’ to ‘greater’ with a strategic success formula that wins customers’ hearts and minds by combining value with convenience. This national energy provider continues to grow its market share with the support of a highly engaged workforce that embraces new ideas with a growth mindset. Making life simpler, easier and faster for its customers and creating a fun and rewarding working environment for its employees; the business is dominating the Australian market and due to a recent acquisition is now reaching into a new sector to round out its offering to consumers.
What’s in this for you?
- All technical staff are encouraged to maintain and acquire relevant technical certifications and examinations which will be funded by the business post the probation period
- Work in a supportive, innovative workplace where input from everyone is valued
- Exciting new venture in a very large organisation
- Exposure to a wide range of technologies and have access to new technologies as they emerge
The ideal candidate is an experienced Voice and SIP generalist, with a background working with a carrier and/or Managed Services Provider. Must have demonstrated experience troubleshooting and resolving complex technical issues to a critical timeline.
Core responsibilities for this role include:
- Virtualisation, system, and infrastructure design and architecture nationally
- Vendor and growth management
- Ensuring 99.999% system, platform, and application uptime and quality
- Acting as the point of contact for core system infrastructure related issues
- Managing escalated system infrastructure related tickets from the service desk
- Reducing system infrastructure related incidents via strong problem management capabilities (i.e. root cause analysis, trends analysis etc.)
- Assist the Service Desk in general IT support for clients
Key Selection Criteria:
- Strong experience with the SIP VoIP protocol, including full call signaling codes and processes debugging
- Expert use and management of Class 4 and Class 5 voice switches
- Expert understanding of SIP mean opinion score optimisation and grading
- Expert understanding of Quality of Service in a SIP solution including Jitter, Latency, PDV
- Expert understanding of VoIP codecs and transcoding processes
- Expert understanding of SIP packets, especially SDP payloads, including the ability to reconstruct a SIP call flow and follow the ladder
- Expert understanding of SIP registration process including Options packets and timers
- Expert understanding on toll fraud prevention techniques
- Expert understanding of analog and legacy telephone adaptors (ATA)
- Expert understanding of IP handsets including automated provisioning
- Expert understanding of using Wireshark to open PCAP traces and reconstruct calls
- Expert understanding of WebRTC standard and technology
- Experience in Cisco Unified Call Manager version 10+ (CUCM)
- Experience in Cisco Unified Call Manager Express on ISR (CUCM-E)
- Experience in Cisco Survivable Remote Site Telephony (SRST)
- Experience in Cisco Unified Contact Centre Express version 10+ (UCCX)
- Knowledge and practical experience with SIP SRV for high availability
- Demonstrated experience in running meshed SIP Active-Active clustering for HA and load
- Troubleshooting voice related issues within a service provider environment
- Experience working with mission-critical networks, platforms, and applications
- Excellent verbal communication skills over the phone and customer service attitude.
- Certified Cisco CCIE Collaboration v2 (highly desirable)
- Certified VMWare Professional or demonstrated virtualisation experience