Lead Telephony Engineer

About Object Edge:

Established in 1994, Object Edge is an award-winning digital consultancy working with leading global brands. In a challenging digital landscape, we help businesses differentiate and compete by creating effortless digital experiences. We design, implement, and support commerce, content, subscription, and CPQ with a data-driven, highly collaborative, and best-in-class team.

We serve enterprise businesses who need to build digital experiences and want a nimble, personalized, and specialized partner..

About the Position:

As a Lead Telephony Engineer, you will play a key role in managing and maintaining omnichannel contact center deployments. You will collaborate with cross-functional teams to ensure the availability, reliability, and security of the CCaaS (contact center as a service) / UCaaS (unified communications as a service) solution. Your responsibilities will include:

Location: Remote- Brazil

What You'll Do:

1. Solution management:

• Provision, configure, and maintain a telephony environment platform like Avaya

• Deploy and monitor the solution

• Good understanding of SIP based protocols and debugging the same

• Working knowledge of SBC

• Good understanding of telephony protocols and procedures

2. Security and Compliance:

• Understanding of security best practices related to access controls, encryption, and identity management

• Ensure compliance with industry regulations and internal security policies related to the contact center industry

3. Monitoring and Alerting:

• Proactively monitor solutions and detect and respond to performance and security issues

• Configure and monitor alerting systems, like Grafana and Prometheus, to notify relevant teams of incidents

4. Backup and Recovery:

• Establish and test backup and disaster recovery procedures for telephony resources

• Ensure data integrity and availability in case of failures

5. Documentation:

• Maintain clear and up-to-date documentation of architecture, processes, and procedures

• Share knowledge with team members and contribute to the internal knowledge base

6. Collaboration:

• Collaborate with development, operations, and security teams to align strategies with business goals

• Participate in on-call rotation for incident response

7. Automation:

• Develop and maintain automation scripts as needed. Knowledge of Terraform and or Ansible will be good to have

Experience You'll Bring:

• Bachelor's degree in computer science, information technology, or a related field (or equivalent experience)

• 8+ years' experience with any of the VOIP based solutions like Avaya, Genesys, Cisco, Five9, Asterisk, etc. Preferred is Avaya.

• Experience with SIP flows and signaling

• Quickly learn new technologies and take the lead and responsibility for solution deployments

• Maintain telephony knowledge base

• Experience with Linux OS

• Excellent problem-solving and communication skills

• Scripting and automation (e.g., Python, PowerShell, Terraform) is good to have

• Familiarity with DevOps and CI/CD concepts is good to have

• Understanding of telephony security principles and best practices is good to have

• Experience with containerization and orchestration (e.g., Docker, Kubernetes) is a plus

• Understanding of cloud platforms (e.g., AWS, Azure, GCP) is a plus

Compensation:

Salary is commensurate with experience, based on department and role.

Object Edge provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. We believe in providing employees with a work environment free of unlawful discrimination and harassment. In addition to national law requirements, Object Edge complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.