Service Delivery Engineer
The main duties of the role are outlined below. This is not an extensive list, but should be used as a guideline as to what to expect day to day and be indicative of the skill set needed by applicants.
We are looking for provisioning specialists to join our UK team based at our offices in Leicester, and we also run a team spread across the UK & US offices which support customers based in the US.
After signing up for the CloudCall service, the Service Delivery Engineer will be the primary contact for a customer during their setup and implementation. Maintaining a high level of communication at all times, the Engineer will translate the customer’s order and any supporting documentation into a live service.
The Service Delivery Engineer role is a broad one, covering setup and configuration of the CloudCall service, hardware ordering and configuration, scheduling and arranging number porting and guiding a customer through networking changes required to support the service. As such this role requires project management skills and any expertise in this area would be a definite advantage.
The CloudCall platform is designed to be “self-service” and a key part of the engineers’ role is training. The engineer will train our customers on the usage and configuration of the system and its portal in order to ensure the customer is confident in its usage. Training sessions are ordinarily delivered remotely, but can sometimes require onsite customer facing delivery. It is possible that international travel may be required for some larger customer implementations in the US if there is a need for these to have support from the UK team.
Key Primary Responsibilities:
- Maintain an excellent knowledge of the CloudCall product and services portfolio in order to better furnish the customer’s needs
- Provisioning number re-directs, IVR’s, outbound dialling
- Setting up Softphones and headsets
- Advising Customers on IP network configuration (firewall ports, QoS)
- Ordering , Provisioning and shipment of hardware (phones, routers and firewalls)
- Providing structured training sessions to our customers
- Arranging and scheduling number porting
- Provide Logistic support – organise end to end pick-up and delivery of equipment
Essential Skills and Experience:
- Training Experience
- Direct customer contact, both over the phone and face-to-face
- Confidence and enthusiasm
- Excellent verbal and written communication
- Excellent telephone manner
- Attention to detail and accuracy
- Ability to prioritise and manage own workload
- Pro-active approach to process improvement and documentation
Desirable Skills and Experience:
- Previous licence-based services experience
- Project management
- Previous Telecoms Experience (ideally VOIP)
- University degree (or equivalent) (Not essential)
- Qualifications in written/verbal communications
- Previous experience with CRM platforms
Processing Customer Services Calls/Emails/Voicemails (Primary Duty)
You will respond to all emails and voicemails in the appropriate manner ensuring that you take any necessary actions that might be required. In all cases it is imperative that our customer is acknowledged and made aware that their issue is being dealt with. The most effective method of communication is verbal, and we are therefore looking for individuals who are comfortable speaking directly with customers and who understand the value that this brings.
Maintaining Communication/Chasing Job Closure (Primary Duty)
All customer information must be recorded against the customer record, including equipment in use, configuration, service provider information and site specific information. You will possess strong documentation skills in order to ensure that detailed technical information is recorded accurately and can be utilised by other areas of the business.
Portal Provisioning (Primary Duty)
As part of a provisioning case, customised configuration is required on our platform in order to ensure that the system works in line with the customer requirements. This will involve activities such as, configuring IVR’s, number redirects, dialling campaigns, configuration of users and number allocation.
Hardware Provisioning (Primary Duty)
As part of a customer order, a customer may require physical hardware phones or softphones (or a combination). You will translate the customer’s order, into an order from our hardware vendors, arranging shipping and communicating to the customer timescales and delivery confirmation. You will schedule these activities in line with the customers “go live” date.
Training Customers (Primary Duty)
A key part of the provisioning process is training our customers. As part of a provisioning case you will schedule and provide the appropriate structured training. Training can be delivered on site or online depending on the size and requirements of the customer, though as a remote engineer this training will primarily be online. You may also be required to provide ad-hoc training on an occasional basis.
Onsite Maintenance and Installations (Secondary Duty)
You may be required to attend a customer site and diagnose an ongoing service problem or install new equipment. In all instances you will present yourself professionally and in accordance with company guidelines. As a remote engineer this requirement is likely to be infrequent, but when required will be for larger customers where complete professionalism is a pre-requisite.
Porting of numbers (Secondary Duty)
As part of our customer needs we are required in some instances to port customers’ numbers from their old suppliers over to CloudCall. A desired knowledge of this process would be an advantage however full training will be provided.
Documentation and Feedback (Secondary Duty)
Our online resource centre is a primary source of knowledge sharing and customer information, you will create and modify support and knowledge base articles on an ongoing basis. You should follow company guidelines for document preparation and ensure that you compose each document in a clear and logical format.
Networking & SIP (Highly Desired Knowledge)
CloudCall’s services rely heavily on both SIP Protocols and Network Stability. You should have a good understanding of the fundamentals of SIP, its requirements, how it works and preferably a familiarisation of reading and understanding SIP traces. A sound understanding of configuring and analysing networks is extremely beneficial and you should at minimum be able to configure routers for optimal SIP prioritisation and swiftly diagnose network transmission problems.
- 25 days’ holiday
- Share options
- Private health and dental care
- Company pension scheme
- Death in service
- Access to Perkbox
- Free breakfast, every day
- Fresh fruit and soft drinks in the kitchen
- Beer Fridays