Job Description

Description of Minimum Tasks:

A. Support and Incident Resolution

1. VoIP Diagnosis: Diagnose and troubleshoot voice quality issues (latency, jitter, echo) and communication failures (dropped calls, one-way audio) using traffic analysis tools such as Wireshark.

2. Management of IP PBXs:

Resolve failures at the software level of switchboards based on Asterisk, Elastix or Issabel.

3. Manage users, extensions, ring groups, call queues and IVR (Interactive Voice Response).

4. Ensure the correct registration and operation of SIP Trunks with telephone providers.

5. IP Connectivity Support:

Advise clients on configuring their local networks (LAN) to ensure priority of voice traffic (QoS).

6. Perform troubleshooting of Firewall and NAT rules to resolve remote connection problems of extensions or trunks.

7. IP Hardware: Configure, update firmware and troubleshoot IP phones, FXO/FXS gateways and other IP terminal equipment.

8. Ticket Management: Document in detail all incidents, diagnoses and solutions in the ticketing system (Help Desk), complying with Service Agreement Times (SLA).

B. Preventive Maintenance and Optimization
Proactive Monitoring: Perform constant surveillance of the client's PBX systems and infrastructure to detect failures before they impact service.

Updating and Patching: Perform scheduled maintenance of the underlying Linux platform and switchboard software (Asterisk/Elastix) to ensure security and performance.

Backup: Verify the correct execution of backups of the configuration of the switchboards and databases.

Resource Optimization: Monitor resource consumption (CPU, RAM, disk) of VoIP servers to ensure that the infrastructure can support the call volume.

C. Implementation and Coordination
Start-up: Support the initial installation and configuration of new services (e.g. activation of new SIP accounts or implementation of simple Contact Centers).

Technical Documentation: Create and maintain procedure manuals, knowledge bases and documentation of clients' network and telephony architecture.

For the above you must have knowledge of:
1. IP Telephony and Switchboards (VoIP/PBX)
Asterisk/Elastix/Issabel: Mastery in the installation, configuration, administration and fault diagnosis of these Linux-based IP telephone switchboard platforms. This includes management through web interfaces and console commands.

Voice Protocols: Solid understanding of key protocols, especially SIP (Session Initiation Protocol), which is the basis for voice communications over the Internet.

SIP Trunks: Ability to configure and diagnose SIP Trunks (connections to IP telephony providers), including registration and call routing problems.

Codecs: Knowledge of audio codecs (such as G.711, G.729, G.722) and how they affect call quality (latency, jitter).

IP Hardware: Familiarity with configuring IP phones (e.g. Grandstream, Yealink) and FXO/FXS gateways.

2. Networks and Connectivity with an Emphasis on Voice
QoS (Quality of Service): Ability to configure traffic prioritization (QoS) on routers or switches to ensure that voice traffic has priority over data traffic, avoiding interruptions or poor audio quality.

Firewall and NAT: Experience in configuring firewall and NAT (Network Address Translation) rules to allow bi-directional flow of SIP and RTP packets (the audio channel) without \"one-way audio\" issues.

Network Diagnostics: Using advanced network tools, such as Wireshark, to capture and analyze traffic and diagnose complex voice problems.

3. Contact Center Solutions
Call Queues and IVR: Knowledge of call queue configuration, agent distribution strategies and IVR (Interactive Voice Response) design within the switchboard.

Reports: Ability to generate and interpret Call Detail Reports (CDR), agent statistics, abandoned calls and wait times.

Integration: Understanding of the integration of the IP PBX with external systems such as CRM (Customer Relationship Management) or ERP.

4. Operating Systems
Linux (Especially Debian/CentOS

5. Equipment Configuration",