#WeAreCrowdStrike and our mission is to stop breaches. As a global leader in cybersecurity, our team changed the game. Since our inception, our market leading cloud-native platform has offered unparalleled protection against the most sophisticated cyberattacks. We’re looking for people with limitless passion, a relentless focus on innovation and a fanatical commitment to the customer to join us in shaping the future of cybersecurity. Consistently recognized as a top workplace, CrowdStrike is committed to cultivating an inclusive, remote-first culture that offers people the autonomy and flexibility to balance the needs of work and life while taking their career to the next level. Interested in working for a company that sets the standard and leads with integrity? Join us on a mission that matters - one team, one fight.About the Role:CrowdStrike is looking for a Senior VoIP Engineer to join the IT Network Engineering team. The person in this position will participate in a collaborative approach to expanding and supporting enterprise VoIP using proven design, optimization, and implementation skills. The successful candidate will also be responsible for presentations to team management and IT senior leadership.This is an opportunity to work in a dynamic, robust, fast-paced and challenging environment. Candidates should be interested in expanding their breadth of knowledge, continually learning new technologies and processes, and solving difficult problems by thinking quickly and developing innovative solutions.This is a hands-on role for a motivated and professional individual. This role demands a highly focused and committed work ethic that supports the department in a variety of service- and support-related requests for IT customers. With a key focus on customer service, the position will ensure an outstanding VoIP user experience. The successful candidate will proactively identify opportunities for improving services and provide advanced support, including timely verbal and/or electronic problem status updates while carrying out incident resolution and investigating root cause.What You’ll Do: Subject Matter Expert in VoIP and contact center platforms (e.g., RingCentral, Webex Calling/Contact Center, Amazon Connect/Salesforce, Zoom Phone)Work closely with solution providers to understand VoIP and contact center roadmap and assist management in ensuring readiness to deploy new functionsProvide advanced support for the full range of VoIP platforms and services offered to IT customers with confidence and professionalismTraining and guidance to other team members and advisory to management on VoIP and contact center platformsProvide outstanding customer serviceAssist IT Network Engineering leaders and senior IT leadership with vendor managementTroubleshoot customer issues with the goal of providing a resolution on first touchEnsure effective incident management in line with established incident response processesInform the IT incident response process during major VoIP platform incidents, ensuring all relevant information is captured and manage ticketing and escalations with service providersTake initiative to drive ongoing problems to resolution and escalate when appropriateSeek opportunities for continuous improvement in VoIP platforms and servicesMeet or exceed user experience metrics for this roleAssist with projects and tasks assigned by manager as required, which may involve providing support to other areas of the businessWhat You’ll Need: 10+ years of experience with general VoIP and contact center engineering and supportDemonstrated knowledge of VoIP architecture, voicemail, and contact center platformsUnderstanding of voice services and technology (call routing, call flow, networks, etc.) a plusDemonstrated experience with VoIP platforms (e.g., RingCentral, Webex Calling/Contact Center, Amazon Connect/Salesforce, Zoom Phone)Demonstrated knowledge in all aspects of VoIP troubleshooting and supportExperience with debugging and troubleshooting SIP, RTP, RTCP, SRTPOutstanding customer service skills in a global enterprise environmentDemonstrated knowledge of VoIP platform and service procurement, provisioning, and communications regulations in a global environmentExperience with documentation and presentation tools such as Google Suite, Microsoft Office, Visio, Mirro, and WikiExperience with project management tools such as Jira and Microsoft ProjectDemonstrated ability to work collaboratively with members of multiple teams across multiple global regionsMust speak fluent English and communicate clearly in written EnglishMust possess a valid driver’s license and own a working vehicle with current registration and insuranceMust be capable of lifting 50lbsMust be willing to travel globally in support of team projects and other activitiesBachelor’s degree or equivalent in information systems, computer engineering, computer science, or closely related fieldBonus Points: 5+ years of hands-on experience with RingCentral, Salesforce Service Cloud Voice, and/or Amazon ConnectExperience managing Amazon Connect with Salesforce Service Cloud Voice integrationExperience with creating queues, IVRs, and Contact Flows in Amazon ConnectDemonstrated experience with VoIP platform migrations or contact center implementationExperience utilizing Amazon Connect Lambda functions within contact flows and IVRsExperience porting numbers between VoIP providersRelevant industry or VoIP certificationsFluency in languages other than EnglishProficiency with automation and scripting tools such as PythonStrong interest in continuing education and certification#LI-Remote#LI-NA1Benefits of Working at CrowdStrike:Remote-first cultureMarket leader in compensation and equity awardsCompetitive vacation and flexible working arrangements Comprehensive and inclusive health benefitsPhysical and mental wellness programsPaid parental leave, including adoption A variety of professional development and mentorship opportunitiesOffices with stocked kitchens when you need to fuel innovation and collaborationCrowdStrike is proud to be an equal opportunity and affirmative action employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. Our approach to cultivating a diverse, equitable, and inclusive culture is rooted in listening, learning and collective action. By embracing the diversity of our people, we achieve our best work and fuel innovation - generating the best possible outcomes for our customers and the communities they serve.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need assistance accessing or reviewing the information on this website or need help submitting an application for employment or requesting an accommodation, please contact us at recruiting@crowdstrike.com for further assistance.Find out more about your rights as an applicant.CrowdStrike participates in the E-Verify program.Notice of E-Verify ParticipationRight to WorkCrowdStrike, Inc. is committed to fair and equitable compensation practices. The base salary range for this position in the U.S. is $115,000 - $185,000 per year + variable/incentive compensation + equity + benefits. A candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location.
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