Network Engineer - CCaas

The VOICE Network Engineer will be responsible for designing, implementing, managing, and troubleshooting network infrastructure specifically tailored to support contact center operations. This role ensures the high availability, performance, and security of the network systems essential for seamless customer service and communication.
What You’ll Do 

• You will be responsible to designing and deploying robust network solutions to support contact centre operations. 

• Collaborate with cross-functional teams to ensure network architecture aligns with business requirements. 

• Implement and maintain LAN/WAN, VoIP, and other communication systems. 

• Monitor network performance and ensure system availability and reliability. 

• Perform network maintenance and system upgrades, including service packs, patches, hot fixes, and security configurations. 

• Manage and support the installation of network hardware and software. 

• Diagnose and resolve network issues promptly to minimize downtime and provide technical support and guidance to IT staff and end-users. 

• Conduct regular network performance tuning and capacity planning. 

• Implement and maintain network security measures to protect data, software, and hardware.

• Ensure compliance with industry standards and regulations and regularly review and update security policies and procedures

• Maintain accurate and up-to-date network documentation, including configurations, processes, and procedures. 

• Generate regular reports on network performance, security incidents, and other key metrics.
   

Expert Knowledge Required:

• Site-to-Site VPNs: Secure network connections using IPsec or SSL/TLS.

• Telephony Architecture: Experience with PBX, VoIP, SIP, and RTP.

• NAT Gateways: Efficient IP address management and security.

• Firewalls: Configuration and management for network security.
   

Additional Understanding:

• QoS: Prioritizing network traffic for optimal performance.

• Cloud-to-On-Prem: Integrating cloud and on-premises systems.

• MMR Traffic Handover: Efficient network handovers at Meet-Me Rooms.

• Connectivity Options: Leased lines, MPLS, SD-WAN.

• Global Delivery Mesh: Using CDNs and redundancy for global delivery

• High-Speed Data Transfer: Optimizing data transfer with efficient protocols.
   

Ideal Candidate Attributes:

• Futuristic Solutions: Designing advanced, future-proof products.

• Versatile Deployment: Flexible deployment in any format.

• Resilient Architecture: Developing robust and reliable network systems

• BGP Routing: Expertise in routing and network optimization.

• Load Balancing: Distributing traffic for high availability.

• Call Quality: Monitoring and optimizing latency, jitter, and packet loss.

• High-Quality Systems: Building and maintaining high standards.
   

What Makes You Qualified 

• ​Bachelor's degree in Computer Science, Information Technology, or a related field. 

• Minimum of 8 – 15 years of experience in network engineering, preferably within a contact centre environment. 

• Relevant certifications such as CCNA, CCNP, or equivalent are highly desirable.

• Proficiency in network protocols and services (TCP/IP, DNS, DHCP, etc.), understanding on MPLS, PLS, firewalls. 
  Experience with VoIP and contact centre technologies (e.g., Cisco, Avaya, Genesys). 

• Strong knowledge of network security practices and tools (firewalls, VPNs, IDS/IPS). 

• Excellent problem-solving and analytical skills and strong communication and interpersonal skills. 

• Ability to work independently and as part of a team in a fast-paced environment.