Senior VoIP Engineer

About Digicel

Digicel is a leading digital connectivity and communications provider, delivering modern wireless and fibre networks across 25 markets in the Caribbean, Central and South America. Serving nine million customers through mobile, home, and business solutions, we play a critical role in enabling economic participation and digital inclusion in the region. Our commitment to strong governance, inclusive access, and long-term value creation is embedded in how we operate every day. Backed by our DIGI values - Diversity, Integrity, Growth, and Innovation - our 5,000 employees are focused on driving impact for the customers, communities, and countries we serve.

Visit www.digicelgroup.com for more.

Primary objective of the job: 

The Senior VoIP (Telephony) Engineer’s role is to assist in defining, deploying, and maintaining the company’s IP telephony voice communication architecture and its associated network connections and component hardware.  This includes executing activities required for implementation of all engineering projects for VoIP initiatives, planning technology roadmaps, and configuring and optimizing all VoIP/IP-PBX/FTTH telephone systems and services, both internally and those integrated with Internet-based services. The Senior VoIP Telephony Engineer’s mandate will be to maintain SLAs for all organizational IP telephony applications.

The Senior VoIP Engineer will significantly assist the Voice Core Network Manager in leading activities and projects that require cross-functional skills. The selected candidate will support the specialist teams in delivering the best network and best service.

Main Duties and Responsibilities:

Strategy & Planning

• Support VoIP infrastructure and its associated software, including IP-PBXs, call management systems, voice mail, and interactive voice response.
• Where necessary, plan for management or phasing out of legacy telephony systems and other switch-based technologies.
• Utilize appropriate tools for reporting and routing of IP telephony traffic on the network.

Preventative and Corrective Maintenance

• Assess maintenance needs including related time and costs
• Manage Network upgrades/expansions to ensure compliance with existing policy and practice for e.g. Planned works application procedure
• Create structured reporting formats to concisely capture all relevant activities.  This should be done both for weekly status of activities as well as for emergency fault reporting.
• Provide feedback on quality of reports received – this will be used as an ongoing assessment of performance.
• Ensure the timely completion of preventative/corrective/routine maintenance assignments on all nodes.
• Manage the maintenance of accurate records of all changes.
• Liaise with all vendors regarding support issues

Acquisition & Deployment

• Collaborate with systems engineers/architects for upgrades to operating systems, hardware, etc.
• Remain current on new transport protocols, products, and standards in support of VoIP systems development and equipment procurement.

Operational Management

• Integrate IP telephony systems with enterprise LANs, WANs, wireless LANs, and other Internet-based services and protocols.
• Support implementation of new VoIP products or services, as well as the technical resources required to manage them.
• Resolve trouble tickets assigned by Business Solutions TAC and mitigate end-user issues with VoIP hardware and/or applications.
• Perform telephony audits as necessary.
• Monitor capacity and performance of VoIP traffic to ensure continued, uninterrupted operation of telephony systems.
• Collaborate with network engineers or administrators to ensure that VoIP traffic does not interfere with or hinder network data traffic.
• Conduct testing and development disaster recovery plans to detect faults, minimize malfunctions, and back-up systems.
• Perform racking and configuration of server nodes
• Participate in on-the-job cross-training exercise with other teams
• Use the Balanced Scorecard and Project Scorecard to track changes

Academic Qualifications and Experience Required:

• University degree in the field of electrical/electronic/telecommunications engineering preferably and 5 years work experience in VoIP
• CCNA Voice or BroadWorks Certification and 5 years work experience in VoIP

Functional Skills:

Knowledge & Experience

• Working technical knowledge of VoIP/IP telephony systems, software, and hardware, including Session Border Controllers (SBC), Asterisk and BroadWorks
• Strong hands-on knowledge of the configuration and optimization of VoIP equipment, including Cisco IADs
• Strong hands-on knowledge of SIP, H.323, TCP/IP, and […] protocols
• Strong understanding VoIP QoS issues and mitigation strategies
• Working technical knowledge of the Linux operating systems
• Direct experience with Cisco switches and routers
• Familiar with network topologies such as Frame Relay, ATM, ISDN, etc
• Knowledge of cabling and wiring systems, design, and installation
• Ability to operate tools, components, peripherals, and testing accessories

Personal Attributes

• Able to prioritize and execute tasks in a high-pressure environment
• Ability to read and interpret technical documents and procedure manuals
• Strong interpersonal skills, oral communication skills, and proven analytical and problem-solving abilities
• Strong understanding of the organization’s goals and objectives
• Ability to conduct research into IP telephony issues and products
• Strong customer service orientation
• Experience working in a team-oriented, collaborative environment
• Ability to successfully lead team members and vendors in adhoc teams to meet an objective

DISCLAIMER:

This job description indicates the general nature and level of work expected of the incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent may, and probably will be asked to perform other duties as required.  Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.