Voice Tools Engineer

inContact, Inc. (NASDAQ: SAAS) is a provider of on-demand call center software. The inContact platform has grown from an Automated Call Distributor (ACD) with skills-based routing, Computer Telephony Integration (CTI), and Interactive Voice Response (IVR) with speech recognition, to include an online hiring solution, an eLearning and communications application, workforce management functionality, and a customer feedback and survey solution.

The Voice Tools Engineer will assist in the support and maintenance of the enterprise voice tools in use at inContact. This includes primary support for the configuration and maintenance of these tools as well as assisting in integrations with related solutions.

* Work closely with other groups to ensure that the voice tools function correctly and meet business needs. * Manage assigned tasks and ensure their timely completion. * Configure and maintain voice tools. * Help identify and resolve issues with the voice tools. * Work with Windows and Linux/UNIX operating systems. * Customize and test solutions and make recommendations * Work with others to integrate voice metrics with other solutions * May occasionally need to work after business hours and weekends for implementations, upgrades, etc. * Develop and document standards, processes and procedures * Configure and administer access control for the voice tools. * Be the subject matter/tools expert for the voice tools.

**To Land This Gig You’ll Need:** * Bachelor’s Degree in Telecommunications or similar field or equivalent work experience required * 5+ years’ experience in a telecommunications * Advanced level understanding of SIP, VoIP, RTP, RTCP and related telephony protocols/standards * In-depth understanding of MOS Score, Jitter, Delay, etc. and how to troubleshoot these * Experience with T1, DS3, OC3, OC12 * Least cost routing network architecture * Knowledge of Session Border Controllers (SBCs) and experience configuring them * Working knowledge of TCP/IP and networking components * Effective verbal, written and interpersonal skills * Working knowledge of Windows and UNIX/Linux operating systems * Good analytical and problem solving/troubleshooting skills **Bonus Experience:** * Experience with Empirix, Polycom, Broadsoft, Wireshark, Sonus and other tools * CCNP-Voice certification * System administration experience * Ability to script or automate repetitive processes * VoIP QoS audit on architecture and router configuration levels * Traffic and Call Detailed Records (CDRs) analysis * Experience working with vendors to resolve issues with their software * Testing and performance analysis skills * Solid understanding of ITIL