0564: Resident Engineer BroadSoft

Job Summary:
- Will work at the customers site providing direct support of deployment, implementation, and operation of the BroadWorks platform.
- Primary responsibility will be to provide a specific customer with day to day operational support of their BroadWorks lab and production systems by assisting them to operate, patch, upgrade, troubleshoot issues, and project manage tasks associated with their VoIP deployments.
- While working with the customer the Resident Engineer will provide technical hands-on training to the customer team in order to ensure necessary expertise is contained within the customer
- On-going life cycle management of the customers solution will also require the Resident Engineer to be involved in on-going solution design.
Duties and Responsibilities:
- Collaborate with various customer operations groups to successfully resolve BroadWorks related operational issues for the customer.
- Ensure that all BroadWorks related customer questions and concerns are addressed and responded to in a timely fashion
- Provide guidance to customers, unfamiliar with the BroadSoft product, and go above and beyond to ensure that they have all the necessary information for successful product operation.
- Provide assistance using telephone, e-mail, and our on-line ticketing system.
- Perform monitoring of selected system installations and provide pro-active support to speed deployment.
- Work closely with Broadsoft Sales and Project Management to help build BroadWorks traction within the customers environment and sales channel.
- Perform installation of BroadSoft products at customer installation and demanded by customer growth and changes to product direction.
- Other duties and responsibilities as required.
- Provide BroadSoft account team on account progress
- Provide BroadSoft account team with prioritized list of issues associated with account
Skill, Educational Requirements, and Needed Attributes
MINIMUM REQUIREMENTS:

EDUCATION:

- BS Degree or equivalent telecommunication and networking experience.

SKILLS & KNOWLEDGE:

- Familiar with Session Border Controllers, Network Address Translation, Call Detail Record collection, IP gateways, and PSTN interfaces
- Telecommunications and IP networking background, preferable troubleshooting and technical support.
- Exceptional customer service skills and focus on customer satisfaction and quality service.
- A commitment to the highest ethical business standards
- The ability to speak English fluently and have excellent written communication skills to effectively communicate with worldwide customers

EXPERIENCE:

- Two years work experience in Technical Support or an equivalent engineering role
- Experience with Network and Element Systems management tools (e.g., HP OpenView, AdventNet)
- Telecommunications and IP networking background, preferably in troubleshooting and technical support.
- VoIP systems experience with knowledge of some of the following protocols: SIP, MGCP, RTP, TLS, SMTP, SNMP, Security and Encryption techniques
- Linux or Sun Solaris administration experience with exposure to some of the following: Apache, DNS, Tomcat, MySQL, TimesTen, Java, C++, and PERL
- Experience with Element Management System Tools
- Experience installing, configuring and upgrading with BroadWorks systems

ATTRIBUTES:

- The ability to judge situations rationally and objectively, taking into account the necessary facts, information, and company procedures. Determine severity and follow priorities. Consider risks and viable alternatives. Know when to escalate for help.
- Ability and desire to take ownership of support issues and - Ability to work independently and promote the company's product lines.
- Enjoy working in a team-oriented environment and excel as a team player.
- Excellent problem solving skills. Quick learner with a demonstrated willingness to acquire the knowledge necessary to be successful on the job. Adaptable and flexible regarding assignments.
- Strong documentation skills are required to create procedures for executing tests and implementing configuration changing within the customers network

WORKING CONDITIONS:

- The successful candidate must be willing and able to long durations of time at the customers site 6 month intervals
- The successful candidate must be willing to work during the customers maintenance windows that often happen during the night.

PREFERRED BACKGROUND & EXPERIENCE:
- The successful candidate with have experience working with large telephony carriers.

Location:	Gaithersburg, MD United States