Alianza is on a mission to be the world’s best cloud-based telecommunications platform for service providers. As the leading provider of cloud voice platforms for cable MSOs, ISPs, and Telcos, we are radically transforming the delivery of retail voice services. Our cloud voice platform is the future of voice provisioning, freeing operators from the constraints of traditional voice networks and enabling them to focus on core strategic initiatives. The power of Alianza’s cloud means a lower total cost of ownership for VoIP.

As a Solutions Engineer in the Professional Services department, you will play a key role in supporting the implementation, testing, issue resolution, and migration of end users to the Alianza Calling Engine (ACE Platform). Your responsibilities will include deploying solutions in customer environments and collaborating closely with various teams to deliver customized solutions that exceed customer expectations. You will handle moderately challenging issues that may arise during installations, with a key focus on providing guided support during the migration of end users from our Customer donating platform.

Your expertise in onboarding and collaborating with multiple Service Providers and Partners to ensure their technical setups are operational, meeting expectations, and prepared to receive migrating end users, along with your proficiency in SIP/VoIP, will be essential in supporting our customers.

Responsibilities

Perform onsite and remote discovery of the Service Providers' existing services, including unique technical configurations regarding devices, device provisioning, network configuration, integrations, and feature definitions/usage.Support Service Providers & Partners with their BSS/OSS system integrations to Alianza’s APIs and API integrations in general.Work directly with Service Providers, Alianza’s device team, and Device Manufacturers to ensure certified and supported devices are registered, tested, and have working configurations and approved firmware. Assist in troubleshooting any device issues.Collect customer data and implement the solution, allowing the cutover of their existing configuration to the Alianza configuration.Guide & Support Service Providers in setting up their Network.Work with Carrier Partners in porting the existing customer base to Alianza services.Install, configure, and test all components to the expected revisions and performance standards.Provide technical training to clients regarding the Alianza Calling Engine.Consult with other departments during various phases of sales and implementation.Troubleshoot and ensure the validity of the architectural solutions.Contribute to the company knowledge library.Follow documented Alianza policies and procedures.Escalate to senior team members and department members if the situation is beyond ability and additional assistance is needed.Write and maintain documentation in standard repositories.Collaborate with other teams and departments on issues pertaining to the implementation and migration of end user VSLs (Voice Service Lines).Partner with product and development teams to identify bugs and improve product functionality.Stay current with new technology options and 3rd party vendor products.Become a trusted client resource by providing service that consistently demonstrates strong product knowledge and work ethic along with respect for the client.Evaluate the severity of an issue and determine if management intervention is necessary to address a serious problem in a timely manner.Build rapport with clients to turn what may be a negative situation into a positive customer service experience.Manage and prioritize multiple and often conflicting tasks while working independently.Demonstrate effective communication skills with a wide range of clients, both internal and external, from technical to non-technical and from management to clerical. Focus on providing accurate answers in a pleasant manner.

Requirements

3+ years working as a Solutions Engineer in Telecom or a similar industry.Basic network knowledge.Basic device knowledge.Understanding of SIP, REST JSON/XML APIs, Telco industry, and systems.Advanced knowledge of Excel/SQL and analytical skills.Excellent verbal and written communication skills.Proactive, organized, and follow-through.

Benefits

We’ve got you covered. From 401k, generous PTO, fitness-related reimbursement, flexible work arrangements, and excellent medical, dental, and vision - we’re there for you!