VoIP Support Engineer

Fonative, Inc. is a Massachusetts corporation that develops and operates a cloud-based, carrier-grade Communications Platform as a Service (CPaaS) solution for VoIP and text applications. Fonative empowers enterprise call centers with reliable performance, low costs, and accurate results.

For more than 20 years, Fonative has retained a small company environment that’s big on leveraging the latest disruptive technologies to transform customer call center operations. Our seasoned, technically proficient team holds an impressive track record in keeping customers current by expanding the capabilities of today’s processors, networking components, and cloud services while consistently maintaining an enterprise-class stable platform.

At Fonative, employee engagement is paramount to our customers’ success. We value the contributions of our employees and support the achievement of professional goals that align with our Company’s objectives. We use Atlassian products to manage our agile development process, and Google G-Suite and Slack for project collaboration.

The Position

Fonative has an immediate opening for a VoIP Support Engineer. In this full-time, exempt (salaried) position, you will report to the COO/CISO while acting as the escalation point to other team members. Employment in this position is conditioned upon satisfactory results of a background check.

Responsibilities

Support Engineering 

  • Establish and maintain strong, trusted relationships with customers and partners 

  • Prioritize and resolve trouble/request tickets including immediate escalation and urgent issue resolution

  • Review detailed logs to investigate and analyze reported issues

  • Liaison to our Security Operations Center

  • Build and deploy production and development cloud-based servers

  • After-hours maintenance and augmentation of platforms and network assets

  • Support customer migrations to Fonative’s cloud-based platform

  • Work with our Telecom Carriers to provision/port customer numbers

  • During test/turn-up, check for the appropriate routing of calls in and out of the customer’s site and troubleshoot as necessary

  • Work with SaaS partners and end customers to debug network connectivity and VoIP call quality issues

  • Assist with the process implementation, development, and documentation of

    • Server and network configuration

    • Telecom systems configuration

Security-Related Tasks 

  • Ensure security protocols across the network platform 

  • Be familiar and comply with data security protocols and other measures to protect personal identification data and other information protected by the payment card industry (PCI) 

Qualifications

  • Excellent analytical and problem-solving skills 

  • Strong communication skills and ability to work directly with customers

  • Experience supporting Linux systems

  • Ability to capture and analyze WireShark results to solve SIP VoIP and IP networking issues

  • Bachelor’s degree in related technical fields

  • 3 to 5 years’ experience in the telecommunications industry 

  • Flexible schedule to accommodate non-standard business hour requirements 

Bonus/Desired Skills

  • General knowledge of network protocols and OSI models

    • TCP, UDP, VLAN, MPLS

    • VRF, OSPF, BGP

    • WebRTC

  • Knowledge and/or experience with any of the following:

    • Core, Edge, and access equipment

    • Voice peering

    • Linux administration and scripting

    • Very-high Call Per Second Session Border Controllers

    • End-point devices (Softphones, VoIP/SIP phones)

Fonative provides competitive compensation and benefits and a flexible work environment. With a distributed team model, employees have the ability to work at home or collaborate face to face at Fonative’s office space in the UMass Lowell Innovation Hub (iHub). Also, as part of the Workbar Partner Network of coworking spaces, iHub members including Fonative’s employees have access to shared office space locations across Massachusetts.  

Contact careers@fonative.com

Fonative, Inc.  is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetic information, disability, age, marital status, ancestry, pregnancy, or veteran status.  

Please be aware that this job description is subject to change at any time.