Senior SBC Support Engineer(Genesys Engage)

Company Description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.

Miratech has coverage across 5 continents and operates in 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

Job Description

We seeking a Senior SBC Support Engineer with Genesys Pure Engage experience to join our US client remotely. 
The project involves transforming the customer experience (CX) systems and processes from traditional call centers to an omnichannel platform. This transformation supports consumers, providers, and agents with constantly evolving features and functions.

Responsibilities:

• Day to Day Incident, Problem, and Change management.
• Support for high priority issues P1/P2 and Escalations.
• Support for SBC-related changes as well as Call Trace from SBC end.
• Health check of SBC environment.

Qualifications

• 8+ years of experience in a contact center support environment.
• 5+ years of hands-on expertise with ACME SBC, Oracle SBC, AudioCodes, routers, and Session Manager.
• In-depth knowledge of VoIP signaling protocols such as SIP and media protocols (RTP/UDP/SRTP), and Carrier SIP networks.
• Expertise in debugging, troubleshooting, and root cause analysis (RCA) of production issues, including call routing, SIP signaling, and audio (media/codec/voice quality) issues.
• Hands-on experience with SIP trunk provisioning, including the configuration of ISCC, trunk, and dial plans.
• Experience working with telecom providers and third-party hardware/software maintenance vendors.
• Experience in maintaining a highly available voice network environment by identifying gaps, researching solutions and bugs, installing upgrades, ensuring best practice compliance, health monitoring, and network optimizations.
• Basic understanding of Genesys Pure Engage is required

We offer:

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. 
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. 
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work. 
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. 
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries. 
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. 
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. 

*Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.