Telecom Systems Engineer

Location: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in the Philippines.

About the opportunity

We are seeking an experienced Telecom Systems Engineer to join our dynamic and growing team. This is a significant role that will help us drive and deliver the technical vision for our phone, voice, and telecom solutions at Dayforce globally. With a fast-paced work environment in a rapidly growing company, this is the perfect opportunity for an experienced engineer to affect our organization’s future.

What you’ll get to do:

• The Telecom Systems Engineer will manage the administration and support of communication, phone, voice, and other telecom related apps, tools, and service solutions for Dayforce
• Respond to support escalations to investigate, analyze, document, and deliver timely circumvention, root cause, and resolution for telecom issues, such as:
• Configuration and technical issues related to Avaya Aura and Teams Phone voice systems
• End-user problems, including call quality, connectivity, and feature-related issues
• Handle technical escalations and collaborate with other team and cross-functional team members to resolve complex issues
• Contribute to client satisfaction by delivering high-quality support services
• Configure and manage proactive monitoring solutions for our telecom systems
• Develop and document best practices, guidelines, training content, and support knowledge articles for our products and services
• Lead and assist on defining and managing standards and policies supporting for our telecom solutions
• Ensure our solutions adhere to Dayforce security, compliance, and legal guidelines and polices, as well as follow technical change management and service continuity procedures
• Contribute to product roadmaps, always keeping the future state of those solutions in mind
• Attend regular vendor meetings, stay informed of latest technology roadmaps, security notifications, and bug/hot fixes
• Ensure vendors provide proper levels of support, maintains SLA’s, and provide root cause analysis for escalated issues
• Contribute to the awareness, adoption, and training of our employees, ensuring employees are gaining as much value from our telecom solutions as possible
• Function as a Technical Lead on projects involving or affecting our telecom solutions and services

What’s in it for you:

• Encouragement to be the best version of yourself at and away from work:
• YOUnity diversity and inclusion programs
• Amazing time away from work programs
• Support for your total well-being through our Live Well, Work Well programs targeting all aspects of your life
• Recognition for your contributions through excellent pay, perks, and rewards
• Giving where you’re living: volunteer days, Ceridian sponsored events, and our very own charity, Ceridian Cares
• Opportunities to fuel your career growth through numerous internal and external programs and events

Skills and Experience we Value:

• The successful candidate requires a bachelor’s degree in computer science or information technology OR 3-5 years of experience in telecom systems engineering at a medium (5K employees) to large enterprises
• Strong understanding of VoIP, SIP, and telecommunication protocols
• Experience with telecom hardware and software configurations and deployments
• Familiarity with network infrastructure, including routers, switches, and firewalls.
• Working knowledge of Avaya SIP devices and Session Border Controllers.
• Troubleshooting experience in SIP environments, including traceSM and debug SIP messaging, capturing and decoding packet captures with tools such as tcpdump and Wireshark
• Knowledge of VMWare environments to host Avaya virtual applications (vApps) in vSphere ESXi environments.
• Knowledge and experience with voice quality analytic tools
• Ability to read, write, and interpret complex technical documentation and can articulate information to all levels, verbally and in writing
• Experience leading and working with various stakeholder to identify and deliver solutions that meet business objectives
• Ability to solve technical and business problems through cloud technologies and ability and comfort with working in a self-driven environment
• Programming experience in Python, MSSQL, REST and SOAP web services an asset.
• Proven ability to build relationships with IT and business departments and partners in medium to large enterprise companies 
• Understanding and experience ITIL processes, specifically with ServiceNow Incident, Problem, and Change management
• Knowledge of managing native AWS architecture an asset
• Relevant certifications such as Avaya Certified Implementation Specialist (ACIS), Microsoft Certified: Teams Voice Engineer Expert, or equivalent are a plus!
• Knowledge of telecom regulatory requirements and standards is also a plus!

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