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Sr. Telephony Administrator

| Greater Denver Area

HomeAdvisor and our sister company, Angie’s List, combined in 2017 to create the largest Homeservices marketplace in the nation. Part of ANGI Homeservices (ANGI), we connect millions of homeowners across the globe with home service professionals through our innovative and user-friendly products. ANGI Homeservices operates 10 brands in eight countries, and is headquartered in Golden, CO. The Voice Administrator will sit in our Golden office for the immediate future; HomeAdvisor will be opening a new Headquarters in central Denver (RiNo Arts District) in 2019.

Responsibilities:

  • You will provide Tier I & Tier II troubleshooting of VoIP connectivity issues on in-house systems, along with moves, adds, changes, deletions, modifications, and ongoing maintenance of our Avaya and other telephony platforms.
  • You will handle requests and resolve telecom tickets in a timely manner while properly documenting the incident.
  • You will answer questions, troubleshoot issues, teach end-users about software or hardware functionality, and communicate policy.
  • You will monitor and analyze daily call flows and utilization of SIP and PRI trunks to ensure proper capacity for each location.
  • You will support our VoIP phone system for remote users and remote offices, and communication clients like Avaya One X softphones, Genesys softphones and Oracle Chat.
  • You will support the maintenance and configuration for VoIP hardware and virtualized systems like media gateways, call servers, media servers, application servers, routing servers, voice recording applications and SBC’s, and call detail reporting tools like Avaya Call Management Server.
  • You will schedule and oversee periodic patching and software updates to the appropriate systems, including Avaya, Genesys, voice recording and reporting tools.
  • You will work with application developers and other technology groups to resolve problems.
  • You will review processes affecting adherence to VoIP infrastructure and security policies.
  • Opportunity to participate in the infrastructure redesign currently in progress.

We’ll also ask you to:

  • Participate in on-call support rotation for weekend and after-hours support.
  • Travel to our satellite offices (NYC, Kansas City, Indianapolis, Chicago, etc) for problem resolution or expansion. Potential travel is very light.
  • Develop and maintain positive relationships with our teams, partners and customers.
  • Relay technical information to both technical and non-technical personnel.
  • Bring motivation for growth as a professional in Information Technology.

Experience and skills that are relevant in this role:

  • Strong analytical and problem-solving skills.
  • A basic understanding of VoIP protocols, such as SIP, h.323, and IAX; API integrations in a telecom environment; call routing, VDNs, and Vectors.
  • An understanding of Avaya Call Management Server and/or other call center reporting tools.
  • Familiarity with the function and use of PBX and IVR systems.
  • Ability to identify and resolve audio issues on call platforms.
  • Knowledge of network architecture including protocols and mechanisms such as: QoS, MPLS, VPN, TCP/IP, and UDP.
  • Ability to operate in a blended Windows/Unix environment.
  • Demonstrable ability to handle multiple requests over a given time period.
  • Intermediate proficiency with Microsoft Word, Excel, Visio, and PowerPoint.
  • Able to lift up to 35 pounds on your own.
  • Able to stand or be on your feet for multiple hours at a time.
  • Must have reliable transportation for occasional visits to our offices in Downtown Denver and Colorado Springs.
  • BS in Computer Science and/or Technology from a four-year college or university is preferred, though we will seriously consider equivalent work experience.

Our best performers are also dedicated to providing a best-in-class customer experience by working closely with their customers and their teammates, want to be a key contributor in the evolution of the HomeAdvisor environment, want to grow in their own careers, and have a passion for technology.

We are passionate about our work and strive to be authorities in our field. We love to learn, and will do what we can to teach you, support you, and challenge you.

We’re a fun and diverse team, and we would love to hear from you.

Qualifications

Education

Required

Bachelors or better in Computer Science or related field.

Experience

Preferred

Must have reliable transportation for occasional visits to our offices in Downtown Denver and Colorado Springs.

Able to stand or be on your feet for multiple hours at a time.

Able to lift up to 35 pounds on your own.

Intermediate proficiency with Microsoft Word, Excel, Visio, and PowerPoint.

Demonstrable ability to handle multiple requests over a given time period.

Ability to operate in a blended Windows/Unix environment.

Knowledge of network architecture including protocols and mechanisms such as: QoS, MPLS, VPN, TCP/IP, and UDP.

Ability to identify and resolve audio issues on call platforms.

Familiarity with the function and use of PBX and IVR systems.

An understanding of Avaya Call Management Server and/or other call center reporting tools.

A basic understanding of VoIP protocols, such as SIP, h.323, and IAX; API integrations in a telecom environment; call routing, VDNs, and Vectors.

Strong analytical and problem-solving skills.

Read Full Job Description

Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • jQueryLibraries
    • OracleDatabases
    • AxureDesign
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement

Location

We're located West of Denver off of I-70 Westbound in the Denver West Office Park in Golden, Colorado. Awesome from lunchtime hikes & mountain biking.

What are HomeAdvisor Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Match charitable contributions
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
Happy Hours
Recreational Clubs
Professional Development Benefits
Tuition Reimbursement
Promote from within
Mentorship program

Additional Perks + Benefits

The Denver Post has named HomeAdvisor one of Denver's Top Workplaces for the last 5 years running, and we're known for a casual atmosphere that is flexible and focused on productivity. Things you'll find here: jeans and sneakers, well-equipped game rooms, a bike share program, flexible scheduling, and on-site fitness classes. We have a 'take what you need' vacation policy, and a well-rounded benefits package that kicks in within 30 days of your first day.

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