remote
CX Specialist I, VoIP - C Spire
Software Engineer
Provide first‑line technical support for VoIP services on BroadWorks and Webex Calling platforms, diagnosing issues, documenting resolutions, and ensuring reliable telephony connectivity for customers.
About the role
Key Responsibilities
- Deliver tier‑1 technical support for VoIP services using BroadWorks and Webex Calling.
- Diagnose and resolve SIP, call routing, and network‑related issues across customer environments.
- Document incidents, troubleshooting steps, and resolutions in ticketing systems with clear, concise notes.
- Collaborate with senior engineers and vendors to escalate complex problems and implement fixes.
- Monitor service health, perform routine checks, and assist in configuration changes to maintain optimal performance.
Requirements
- Strong understanding of VoIP technologies, SIP protocols, and TCP/IP networking.
- Hands‑on experience with BroadWorks or similar carrier‑grade platforms and Webex Calling.
- Proficiency in Linux command line and basic scripting for diagnostics.
- Excellent problem‑solving skills and ability to communicate technical information clearly.
- Detail‑oriented documentation habits and a customer‑focused attitude.