Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world's most valuable enterprises - global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.
Learn more about our culture and how we make our employees happier through The Sprinklr Way.
Job Description
The VOICE Network Engineer will be responsible for designing, implementing, managing, and troubleshooting network infrastructure specifically tailored to support contact center operations. This role ensures the high availability, performance, and security of the network systems essential for seamless customer service and communication.
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What You'll Do
- You will be responsible to designing and deploying robust network solutions to support contact centre operations.
- Collaborate with cross-functional teams to ensure network architecture aligns with business requirements.
- Implement and maintain LAN/WAN, VoIP, and other communication systems.
- Monitor network performance and ensure system availability and reliability.
- Perform network maintenance and system upgrades, including service packs, patches, hot fixes, and security configurations.
- Manage and support the installation of network hardware and software.
- Diagnose and resolve network issues promptly to minimize downtime and provide technical support and guidance to IT staff and end-users.
- Conduct regular network performance tuning and capacity planning.
- Implement and maintain network security measures to protect data, software, and hardware.
- Ensure compliance with industry standards and regulations and regularly review and update security policies and procedures
- Maintain accurate and up-to-date network documentation, including configurations, processes, and procedures.
- Generate regular reports on network performance, security incidents, and other key metrics.
Expert Knowledge Required:
- Site-to-Site VPNs: Secure network connections using IPsec or SSL/TLS.
- Telephony Architecture: Experience with PBX, VoIP, SIP, and RTP.
- NAT Gateways: Efficient IP address management and security.
- Firewalls: Configuration and management for network security.
Additional Understanding:
- QoS: Prioritizing network traffic for optimal performance.
- Cloud-to-On-Prem: Integrating cloud and on-premises systems.
- MMR Traffic Handover: Efficient network handovers at Meet-Me Rooms.
- Connectivity Options: Leased lines, MPLS, SD-WAN.
- Global Delivery Mesh: Using CDNs and redundancy for global delivery
- High-Speed Data Transfer: Optimizing data transfer with efficient protocols.
Ideal Candidate Attributes:
- Futuristic Solutions: Designing advanced, future-proof products.
- Versatile Deployment: Flexible deployment in any format.
- Resilient Architecture: Developing robust and reliable network systems
- BGP Routing: Expertise in routing and network optimization.
- Load Balancing: Distributing traffic for high availability.
- Call Quality: Monitoring and optimizing latency, jitter, and packet loss.
- High-Quality Systems: Building and maintaining high standards.
What Makes You Qualified
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 8 - 15 years of experience in network engineering, preferably within a contact centre environment.
- Relevant certifications such as CCNA, CCNP, or equivalent are highly desirable.
- Proficiency in network protocols and services (TCP/IP, DNS, DHCP, etc.), understanding on MPLS, PLS, firewalls.
Experience with VoIP and contact centre technologies (e.g., Cisco, Avaya, Genesys). - Strong knowledge of network security practices and tools (firewalls, VPNs, IDS/IPS).
- Excellent problem-solving and analytical skills and strong communication and interpersonal skills.
- Ability to work independently and as part of a team in a fast-paced environment.
Why You'll Love Sprinklr:
We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.
For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.
We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world's most loved enterprise software company, ever.
We believe in our product: Sprinklr was built from the ground up to enable a brand's digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.
We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks, virtual fitness, and access to Headspace. We have continuous learning opportunities available with LinkedIn Learning and more.
EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we're more innovative, creative, and successful.
Sprinklr is proud to be an equal-opportunity workplace and is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr's EEO Policy and EEO is the Law.