Experience and Skills:
This position requires direct interaction with customers, peers,
engineering, and sales. This position requires in-depth
troubleshooting techniques and fault isolation skills. The person
should have in-depth knowledge of Linux, Perl Scripting and Voice Over
IP Telephony Architecture and Protocols. In addition, experience with
industry standard test and analysis tools (Wireshark, IP Softphones,
SIP test tools) is a requirement. The job requires that the individual
be able to recreate and isolate customer issues in their particular
realm of expertise while working autonomously and with peers. This
• SIP, H.323, Telephony Routing Translations
skill, Security Protocol knowledge, and an in-depth knowledge of
signaling protocol standards and usage.
• Experience with
Diameter routing and SS7 STP’s is a plus.
• Experience with
SalesForce, JIRA and Webex applications
• Ability to build and
maintain strong customer service relationships.
spoken and written English language skills so being able to converse
technically and at a basic level at both an operations and management
level both internally and externally.
• Ability to lead and drive
problems to the appropriate timely conclusion in effort to resolve and
contain customer issues.
• Ability to be a strong team member,
build relationships with colleagues and set the example by eager
• Document issues and produce records appropriate
for customer and management for Incident Status Reports
organizational and time management skills.
• Ability to produce
technical documentation as required for customer and internal
• Ability to work flexibly, due to shifted working hours
• Ability to trave at short notice as and when
• Holds a current driving license
• BS/MS in
Telecommunications/Computer Science or equivalent with a minimum of 8+
years of experience in a technical customer support or professional
Ribbon Customer Resident Engineer Functional Requirements:
• Position requires direct interaction with customers, peers,
engineering, and sales.
• Experience with in-depth
troubleshooting techniques and fault isolation skills with Ribbon PSX,
PSX SWe, EMS, SBC SWe, SBC 7000 and SBC 5400 products.
product software upgrades on customer lab and production installed
base of Ribbon products (PSX/EMS/SBC) and future products (Ribbon
• Support customer in resolving technical issues that
arise between Ribbon SBCs and Ribbon Customer’s home grown SIPREC
Recording Server (SRS).
• Identify, open and manage technical
support cases for any Ribbon products deployed in the customer network
in a timely and efficient manner. Be Ribbon Customer’s advocate for
escalating product issues back into Ribbon product support and product
• Engage Ribbon technical support and R&D as
required in addressing product issues including secured remote access
to Ribbon products, product log captures configuration changes, test
case execution and analysis.
• Review all Ribbon
products/solutions technical bulletins plus software release notes and
proactively recommend options to address any impacts to the customer’s
• Engage with Ribbon Professional Services as
require to review and approve network extension and support ongoing
product deployment in the Ribbon Customer network. Make
recommendations for best practices on deploying and upgrading products
to minimize impact to the customer network.
design/architecture documentation to configure, test and deploy
service/feature to production as assigned by customer.
Participate in project calls from the Planning and Design stages thru
Production deployment for customer assigned projects.
in depth knowledge and understanding of the customers network and
architectural interfacing with elements up and downstream from Ribbon
• Provide full design support of the authored design
thru testing phase in the lab as well as FFA testing and production
• Provide full design support of three
customer production networks and address production issues via design
workaround or design modifications as required
• Support customer
in a Systems Engineer role responsible for design interaction and
expert advice with other elements interacting w/Ribbon elements.
'All qualified applicants will receive consideration for
employment without regard to race, sex, color, religion, sexual
orientation, gender identity, national origin, protected veteran
status, or on the basis of disability.'
US Citizens and all other parties authorized to work in the US are
encouraged to apply.