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Tier 2 CPaaS Operations Engineer

| Greater Denver Area

The Tier 2 CPAAS Operations Engineer will be responsible for resolving technical customer issues within the IntelePeer VoIP network and cloud platform services; performing inter-operations testing with new Enterprise customers; reviewing hourly and daily reporting activities on multiple network elements/services also taking immediate action if necessary; coordinating event management to restoration of service; and developing and testing procedures to conduct routine preventative maintenance on network services and cloud services.

Position Responsibilities

  • Troubleshooting, analysis, testing, and performing on-boarding for CPAAS, UCAAS, and SIP customers.
  • Work with new Enterprise customers to complete detailed integration for SIP testing. This requires very detailed knowledge of SIP messaging.
  • Serve as Tier 2 escalation point for NOC escalations
  • Be in a rotation on-call for NOC escalations
  • Act as interface between customer and carrier to facilitate repairs for all CPAAS platform and VOIP trunk related issues.
  • Utilize Soft Switch, Accounting, Debug and, Syslogs, as well as other tools to troubleshoot and isolate issues
  • Monitor and react to low ASR/CSR reports
  • Constantly look for ways to improve ASR/CSR and low call duration rates.
  • Monitor and restore any call quality related issues to include busies, breaks in service, etc.
  • Isolate capacity related issues and engage the proper groups to remedy the issue.
  • Work with provisioning technicians and assist with new installs, repairs and certifications.
  • Assist/recommend development of automation agents utilized to improve the efficiency and monitoring capabilities of the group.
  • Work with Tier 1 and Engineering to rapidly restore and maintain the network.

 

    Requirements

    Education:

    • Bachelor’s or Associate’s Degree in related field

    Competencies

    • Communications, Computer Science, Networking or similar technical field highly preferred
    Read Full Job Description

    Technology we use

    • Engineering
      • C++Languages
      • JavascriptLanguages
      • PHPLanguages
      • PythonLanguages
      • SqlLanguages
      • jQueryLibraries
      • Twitter BootstrapLibraries
      • AngularJSFrameworks
      • DjangoFrameworks
      • ExpressFrameworks
      • FlaskFrameworks
      • Node.jsFrameworks
      • Maria DBDatabases
      • MongoDBDatabases
      • MySQLDatabases
      • RedisDatabases

    Location

    We are located in the Denver Tech Center, the city's hub of business and innovation, plus we're near public transit, I-25, and trendy restaurants.

    An Insider's view of IntelePeer

    How would you describe the company’s work-life balance?

    At IntelePeer, we have a work-hard-play-hard mentality. Our team goes above and beyond what is asked of us and we value determination. The unlimited PTO policy means that the company realizes to be successful we also need time away from work. You can make your own schedule and work from home when needed too!

    Nils

    Digital Marketing Specialist

    What's the biggest problem your team is solving?

    My team is helping companies that may not have the resources for complex development projects to take advantage of the promise of embedding communications like voice and SMS into their customer experiences, marketing efforts, and internal processes.

    Shaughnessy

    Product Manager

    How has your career grown since starting at the company?

    IntelePeer is a company that likes to promote within and encourages career growth and opportunities for all of their employees. I have been with IntelePeer for almost 6 years and I have been promoted 3 times and have worked in 2 different departments since coming onboard. The leadership team has always asked what I would like to do for my career.

    Christine

    Sr. Manager, Sales Development

    How do you empower your team to be more creative?

    We encourage employees to think outside the box, to contribute new ideas, and to take ownership of helping us meet our company objectives. It is equally important for us to reward employees who achieve big things as it is to have an environment where team members are not penalized for making mistakes when they are learning and trying something new

    Robert

    Chief Marketing Officer

    What are some things you learned at the company?

    What I've learned at IntelePeer is the value of the contributions of the singular employee. IntelePeer works by each individual considering their personal achievements at work, big or small, to contribute directly to the success of the company - and the company acknowledging and reciprocating that effort back to the employee.

    Justin

    Chief Software Architect

    What are IntelePeer Perks + Benefits

    Health Insurance & Wellness Benefits
    Flexible Spending Account (FSA)
    Disability Insurance
    Dental Benefits
    Vision Benefits
    Health Insurance Benefits
    Life Insurance
    Wellness Programs
    Retirement & Stock Options Benefits
    401(K)
    Company Equity
    Performance Bonus
    Child Care & Parental Leave Benefits
    Generous Parental Leave
    Flexible Work Schedule
    Remote Work Program
    Family Medical Leave
    Vacation & Time Off Benefits
    Unlimited Vacation Policy
    Generous PTO
    Paid Volunteer Time
    Paid Holidays
    Paid Sick Days
    Perks & Discounts
    Casual Dress
    Commuter Benefits
    Company Outings
    Stocked Kitchen
    Some Meals Provided
    Happy Hours
    Parking
    Recreational Clubs
    Professional Development Benefits
    Job Training & Conferences
    Tuition Reimbursement
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