Friday, January 10, 2014

RingCentral - VoIP Engineer, Network Analyst

RingCentral provides cloud computing based business phone systems designed for today's mobile and distributed business world. The RingCentral technology platform eliminates the need for expensive and technically complex on-premise legacy phone systems. By combining a hosted, multi-extension business phone system with advanced voice and fax functionality, RingCentral simplifies business communication for modern, flexible business environments.

As the Senior VoIP Engineer you will be responsible for:

    Enable and integrate carrier sip PSTN connecting in to the RingCentral network
    Interop testing and turn-up of carrier SIP peering trunks
    Design and grow HA carrier configurations with carriers and RingCentral VoIP components
    Diagnose, Troubleshoot, resolve service issues related to VoIP and FoIP telephony platforms and applications
    Responsible for maintaining call routing logic that incorporates Least Cost Routing
    Participate in shared on call support rotation
    Apply and audit security vulnerabilities of VoIP components
    Study trends, and participate in scaling adjustments for capacity of components, resources and sessions
    Monitor and manage call quality, and reliability of telephony infrastructure
    Work with Engineering teams to collaborate on solutions and approach for persistence issues
    Work with Sales Engineering teams to collaborate large customer installs
    Develop and maintain operational process and procedure documents and network change management records

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RingCentral is the #1 leader in cloud-based business phone systems and has received top industry honors including the PC Magazine Editor's Choice Award, the Small Business Computing Excellence in Technology Award, and the 2010 World Economic Forum Technology Pioneer Award. At RingCentral, delivering great customer experiences are at the center of everything we do and in every business initiative we drive.

As a network analyst at RingCentral we require someone who is pro-active, has excellent communication skills, enjoys working as part of a team, can successfully multi-task, and thrives on being successful in high stress environments. Successful candidates will have strong interpersonal skills, a confident presence, adept logical troubleshooting, testing experience, task management skills, and root cause analysis abilities.

Responsibilities:

    Responds to customer requests, resolves issues in a timely manner and ensure high customer satisfaction
    Excellent Customer Support Skills
    Troubleshoots network problems and recommends corrective procedures to resolve Quality of Service issues
    Identifies opportunities to improve workflow and creates supporting documentation for review by peers and management
    Maintains network lab and equipment inventory
    Must be willing and able to travel on occasion
    Demonstrate a clear understanding of RingCentral products and services and how they can apply to specific customer situations
    Ability to collaborate effectively with the CFL (Customers For Life) regional leaders and Sales leaders
    Demonstrate an ability to effectively manage customer expectations and escalations, including Red Accounts and ensuring that a clear, well thought out action plan is developed and executed to ensure a successful conclusion

Qualifications & Skills:

    Associates degree in technical discipline or related field or an equivalent combination of education and experience as required for the specific job level (Network+ or equivalent)
    Superior communication skills essential for success - previous experience providing phone or in-person support to clientele in a professional and understandable manner required
    Knowledge of network technologies (i.e. routers, switches, load balancers, firewalls, network and routing protocols, DNS)
    Knowledge of basic IT technologies (i.e. operating systems, network devices, software development and architecture)
    Ability to understand and apply technical concepts
    Team skills, including the ability to establish and maintain effective working relationship
    Understands advanced configuration for small business/enterprise level routers