Telecom Engineer

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

To complement our rapid growth, Five9 is looking for an experienced Telecom Engineer to join our Telco Services team. The ideal candidate is someone who has worked in a 24/7 production support environment and has a strong working knowledge of VoIP, SIP, and RTP.

Responsibilities:

Interface directly with customer’s telecom engineers and IT teams to deploy customized solutions and trouble shoot issues

Assist in building customer and carrier SIP Trunk connectivity, including interop sessions and activations

Assist in the day-to-day operational support of the Telecommunications network, analyzing problems affecting network availability and customer quality reports

Escalation point of contact for the Network Operations Center to resolve critical alerts generated by the SBC’s

Analyze history of telecommunication related incidents and perform preventive measures

Assist in the day-to-day operation of the telecommunications network, where necessary analyzing problems affecting network availability and customer/vendor service quality

Provide root-cause analyses on service outages

Respond to Telecom alerts and alarms and provide corrective actions in coordination with the Network Operations Center

Create technical documentation and call flow drawings as needed

Manage Telecommunications Service Provider & Vendors

Implement hardware and software deployments on the telephony network as required; deploy new services including interop testing with telecom carriers and customers

Provide emergency assistance and technical recovery in the event of an emergency situation affecting the availability and/or service quality of the network

Participate in on-call emergency rotation

Qualifications:

3-5 years of telecom engineer experience with VoIP/SIP voice applications

Must have a detailed, working and theoretical knowledge of voice and data communications, including traditional switching, signaling and routing systems to include SIP, TCP/IP, MPLS etc.

Working knowledge of VoIP principles, protocols and CODECs such as H.248, SIP, G.711, G.729, WebRTC, MPLS, VPN, UDP, RTP, MTP etc.

Knowledge of SIP call routing, Least Cost Routing, Security Controls (TLS, IPSEC, ACLs) with Session Border Controllers

Knowledge of telecom principals and terminology including DIDs, Toll Free numbers, LATA OCN and NPA-NXX etc.

Experience with International Routing including ITFS, iDID’s and local termination policies

Ability to build, interop and maintain direct connect SIP Trunks to customers and carriers

Review, Assess, Critique and Implement Telecom Architecture design changes in Lab and Production environments

Excellent organizational and follow-through skill sets are essential

Document, troubleshoot and resolve a multifaceted and complex Global voice network

Maintain the telephony environment to assure delivery of Cloud applications, voice and customer connectivity and availability to target 99.99% SLA

Experience with Softswitch, Session Border Controllers (preferably Sonus/Ribbon, Audio Codes), SIP proxies, Media Servers (preferably AudioCodes IPM-6310 and FreeSWITCH)

In depth knowledge of Wireshark, Empirix or other network protocol analyzers

Ability to capture and analyze RTP streams as related to voice quality traditional KPI’s such as MOS, Jitter, Latency, Packets Loss

Ability to execute and use intermediate level Linux/Unix system administrator commands

Excellent working knowledge of telecommunications, maintenance processes and systems

Proven ability to resolve complex issues in an efficient and timely manner and provide clients with consultative explanations and advice

Self-starter with excellent troubleshooting skills and ability to prioritize tasks and organize workflow accordingly

Excellent verbal and written communication skills are required

Excellent documentation skills are required

Willing to work US time schedule

Company Benefits

Company stocks

Annual merit increase based on performance

15% night shift differential pay

Paid Leave with Cash Conversion

HMO with free dependents

Retirement Plan

Life Insurance

While on work from home setup: Internet and meal allowance are provided

Employee Assistance Program for mental and social well-being

Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)

#LI-JM2

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.

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Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.