Dialer Engineer

Hiring Profile Question Job Title/Position Comments Technical Support for VoIP (Engineer/Sr. Engineer) 5 Headcount How many people with this profile do you need to hire? Job Responsibilities Describe the job role and the day to day tasks involved. Position Overview: A day to day schedule would consist of answering client calls, responding to emails to help resolve client issues, either with internet, phone service, changes to their phone system as well as configuring pbx for new clients, porting in phone numbers and following up on previous support tickets to ensure all issues are resolved. Candidates must be able to follow SOP, create support tickets, follow through if issue is not resolved right away, and ask for help if there is a road block until client issue is resolved.

EXTREMELY well organized

must be a self-starter, outside the box thinker

be able to work under pressure, keep organized and look for solutions

seek out solutions when they hit a roadblock instead of dropping the task and forgetting it

answer support/general calls from end users and resolve their issue

provision new phone systems, phones, port numbers

manage remote installation of internet & VoIP service with on-site techs

install/maintain/upgrade software for IP cameras Tools that must have experience in

Asterisk/Vicidial/GoAuto Dial

VoIP troubleshooting

Maintain windows server, Dialer, VoIP, FTP Server, WatchGuard, Firewall, VPN, Router & Switches, Daily Backup & Antivirus

IP phone configuration & setup

CentOS and general Linux operation General Skills -Be able to speak & write English fluently with little or no accent -must have high speed internet with at least 10m connection -access to a working computer and a quiet place to work KRAs/JD Describe the Key responsibilities area those staff must have in terms of skills and capabilities Competencies/ Personality Traits Ideal Candidate MUST have the following

3+ years of experience with VOIP, Asterisk, Vicidial,GoAuto Dial Experience in Installing, configuring and deployment of Asterisk, Asterisk based applications like GoAutoDial, Vicidial, IVR and FreePBX. Experience in Installing, configuring and deployment of Asterisk, Asterisk based applications like GoAutoDial, Vicidial, IVR and FreePBX. This role will suit someone with prior experience of working within Asterisk environment, particularly with experience of configuring Asterisk for new product deployment. Must have good trouble shooting skills in using network testing tools such as Wireshark, Tcpdump. Experience trouble shooting Vici Dialers and Asterisk would be useful. The applicant must be prepared to work outside of core hours to address emergency activity if required. Should also know MySQL databases and VoIP. Proven track record of deploying Dialers or IVR applications in an enterprise environment. Experience in configuring with PRI Card, PRI Gateway, Analog Gateway and PSTN is a must. Proficiency in the following programming languages: MySQL, PHP, Perl, AGI and Shell Scripts

must be organized and ability to document how-to and common troubleshooting steps.

must be a self-starter, outside the box thinker

be able to work under pressure, keep organized and look for solutions

answer support/general calls from end users and resolve their issue

provision new phone systems, phones, port numbers

manage remote installation of internet & voip service with on-site techs

install/maintain/upgrade software for IP cameras Prior Experience Describe the prior working experience a candidate should have. Performance Measurement How can we measure performance for this job profile (KPIs/Metrics/Targets) Reporting to To whom will the staff be reporting to? Screening & Selection Question Hiring Decision Maker Who from your side will make the hiring decision? Interview Scheduling Describe when you would be available for phone/video conference interviews. Training Question Training Process Please describe your ideas around the training and onboarding process for this job profile

Support Experience with Asterisk, Vicidial

Based on ticket counts resolved

based on time spent per ticket

responsiveness to daily tasks

proactive attitude

attendance schedule Project/Department Head Comments HR Telephonic round CEO Project Manager Department Head/ 1st Telephonic round

Between 10:30am to 6:30pm 2nd & Final round

Post 3:00pm (in the second half) Comments We train the staff on our Standard Operating Procedures (SOP) such as how to create extensions, trunks, in/outbound routes, naming structure, porting numbers, configuring new clients, etc. We have developed a series of videos that walks the new support agent through and serves as their first level of training. We then train in real world examples with live clients

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