#WeAreCrowdStrike and our mission is to stop breaches. As a global leader in cybersecurity, our team changed the game. Since our inception, our market leading cloud-native platform has offered unparalleled protection against the most sophisticated cyberattacks. We’re looking for people with limitless passion, a relentless focus on innovation and a fanatical commitment to the customer to join us in shaping the future of cybersecurity. Consistently recognized as a top workplace, CrowdStrike is committed to cultivating an inclusive, remote-first culture that offers people the autonomy and flexibility to balance the needs of work and life while taking their career to the next level. Interested in working for a company that sets the standard and leads with integrity? Join us on a mission that matters - one team, one fight.
About the Role:
CrowdStrike is looking for a Senior VoIP Engineer to join the IT Network Engineering team. The person in this position will participate in a collaborative approach to expanding and supporting enterprise VoIP using proven design, optimization, and implementation skills. The successful candidate will also be responsible for presentations to team management and IT senior leadership.
This is an opportunity to work in a dynamic, robust, fast-paced and challenging environment. Candidates should be interested in expanding their breadth of knowledge, continually learning new technologies and processes, and solving difficult problems by thinking quickly and developing innovative solutions.
This is a hands-on role for a motivated and professional individual. This role demands a highly focused and committed work ethic that supports the department in a variety of service- and support-related requests for IT customers. With a key focus on customer service, the position will ensure an outstanding VoIP user experience. The successful candidate will proactively identify opportunities for improving services and provide advanced support, including timely verbal and/or electronic problem status updates while carrying out incident resolution and investigating root cause.
What You’ll Do:
Subject Matter Expert in VoIP and contact center platforms (e.g., RingCentral, Webex Calling/Contact Center, Amazon Connect/Salesforce, Zoom Phone)
Work closely with solution providers to understand VoIP and contact center roadmap and assist management in ensuring readiness to deploy new functions
Provide advanced support for the full range of VoIP platforms and services offered to IT customers with confidence and professionalism
Training and guidance to other team members and advisory to management on VoIP and contact center platforms
Provide outstanding customer service
Assist IT Network Engineering leaders and senior IT leadership with vendor management
Troubleshoot customer issues with the goal of providing a resolution on first touch
Ensure effective incident management in line with established incident response processes
Inform the IT incident response process during major VoIP platform incidents, ensuring all relevant information is captured and manage ticketing and escalations with service providers
Take initiative to drive ongoing problems to resolution and escalate when appropriate
Seek opportunities for continuous improvement in VoIP platforms and services
Meet or exceed user experience metrics for this role
Assist with projects and tasks assigned by manager as required, which may involve providing support to other areas of the business
What You’ll Need:
10+ years of experience with general VoIP and contact center engineering and support
Demonstrated knowledge of VoIP architecture, voicemail, and contact center platforms
Understanding of voice services and technology (call routing, call flow, networks, etc.) a plus
Demonstrated experience with VoIP platforms (e.g., RingCentral, Webex Calling/Contact Center, Amazon Connect/Salesforce, Zoom Phone)
Demonstrated knowledge in all aspects of VoIP troubleshooting and support
Experience with debugging and troubleshooting SIP, RTP, RTCP, SRTP
Outstanding customer service skills in a global enterprise environment
Demonstrated knowledge of VoIP platform and service procurement, provisioning, and communications regulations in a global environment
Experience with documentation and presentation tools such as Google Suite, Microsoft Office, Visio, Mirro, and Wiki
Experience with project management tools such as Jira and Microsoft Project
Demonstrated ability to work collaboratively with members of multiple teams across multiple global regions
Must speak fluent English and communicate clearly in written English
Must possess a valid driver’s license and own a working vehicle with current registration and insurance
Must be capable of lifting 50lbs
Must be willing to travel globally in support of team projects and other activities
Bachelor’s degree or equivalent in information systems, computer engineering, computer science, or closely related field
Bonus Points:
5+ years of hands-on experience with RingCentral, Salesforce Service Cloud Voice, and/or Amazon Connect
Experience managing Amazon Connect with Salesforce Service Cloud Voice integration
Experience with creating queues, IVRs, and Contact Flows in Amazon Connect
Demonstrated experience with VoIP platform migrations or contact center implementation
Experience utilizing Amazon Connect Lambda functions within contact flows and IVRs
Experience porting numbers between VoIP providers
Relevant industry or VoIP certifications
Fluency in languages other than English
Proficiency with automation and scripting tools such as Python
Strong interest in continuing education and certification
#LI-JP2
#LI-EV1
#LI-GT1
#LI-Remote
Benefits of Working at CrowdStrike:
Remote-first culture
Market leader in compensation and equity awards with option to participate in ESPP in eligible countries
Competitive vacation and flexible working arrangements
Physical and mental wellness programs
Paid parental leave, including adoption
A variety of professional development and mentorship opportunities
Access to CrowdStrike University, LinkedIn Learning and Jhanna
Offices with stocked kitchens when you need to fuel innovation and collaboration
Birthday time-off in your local country
Work with people who are passionate in our mission and Great Place to Work certified across the globe
CrowdStrike is proud to be an equal opportunity and affirmative action employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. Our approach to cultivating a diverse, equitable, and inclusive culture is rooted in listening, learning and collective action. By embracing the diversity of our people, we achieve our best work and fuel innovation - generating the best possible outcomes for our customers and the communities they serve.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need assistance accessing or reviewing the information on this website or need help submitting an application for employment or requesting an accommodation, please contact us at recruiting@crowdstrike.com for further assistance.