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The #1 choice for voice providers

Cloud VOIP Sales and Support Engineer

Location: Remote, to work on US or APAC time zones 

Full Time  |  Permanent

Application deadline: 18th September 2020

Salary: £35-45k depending on experience

ABOUT US

 

Founded in the UK five years ago, Qunifi is now a global unified communications company distributing products through the world’s leading telephony brands. 

 

Qunifi’s core product is Call2Teams™: a cloud voice service acting as middleware between a customer’s PBX or SIP Trunk phone system to Microsoft Teams in minutes, enabling businesses to keep their existing phone system whilst enabling full collaboration within Teams. 

 

With the recent Coronavirus pandemic Qunifi has seen near exponential growth and is now looking for talented individuals to help expand the business and fulfil ambitious plans for growth.  Qunifi is backed by Pemberstone Investment Group and Microsoft. 


ABOUT THE ROLE

 

As a Cloud VOIP Sales and Support Engineer you will be responsible for a variety of activities relating to our platform, vendor interop and customer support.  

Responsibilities will include:

  • Managing the technical aspects of customer relationships from initial conversation, through proof of concept and onboarding to active relationship.  This will include contributing to proposals, statements of work and services estimates, presenting our products to customers and facilitating workshops with their teams to accelerate the onboarding and activation processes and training customers on the administration of our products. Approximately 15% of the role.

  • Providing consultancy support to customers during the set-up phase of a relationship.  This will involve liaising directly with our customers to ensure that they understand how to integrate our solution to their PBX. Approximately 15% of the role.

  • Managing, prioritising and providing 3rd-line customer support for issues relating to the use of Call2Teams - including diagnosing problems and constantly reviewing the relative importance of different issues, identifying solutions, workarounds and escalating as necessary, and liaising directly with our customers to ensure issues are resolved efficiently and effectively.  Given the nature of our product, the role will cover a variety of vendor solutions, and customer configurations of these vendor solutions.  Approximately 50% of the role.

  • Working with other members of the technical team to carry out formal interoperability testing and approval of specific vendor’s products and services. Approximately 10% of the role.

  • Working with other members of the technical team to test new releases of the Call2Teams service and to assist in responding to critical incidents. Approximately 10% of the role. 

  • Any other tasks as reasonably required.


REQUIREMENTS
 

Skills and experiences that will help you succeed:

 

Technical Skills

  • Expertise in VOIP Protocols including SIP and RTP, as well as UDP, TCP, TLS and DNS. 

  • Ability to troubleshoot advanced SIP interoperability issues between VOIP services.

  • Ability to use tools such as Wireshark and Homer to analyse VOIP traffic.

  • Familiarity with Microsoft Teams, Direct Routing and PowerShell would be an advantage

 

Customer Service Skills​

  • Strong verbal and written communication skills – ability to work in English is a must if English isn’t your native language.

  • Good listening and rapport building skills

  • Ability to deal with a variety of different situations, some of which may be challenging in terms of timescales, or which will seem high pressure.  

Qualities and behaviours we’re looking for:

  • A strong desire to make our customer’s happy. To genuinely listen to their needs, to delve into their requirements and the quirks of their configs, and the tenacity and problem-solving abilities to come up with and explain solutions.

  • Striking the perfect balance between going the extra mile, but not overdelivering to the extent that clients ask us to so things their teams are better placed to do.

  • Preference for working in a fast-moving, constantly changing environment.

  • Love for, and curiosity about, new technologies and methodologies and how they shape the world.

  • Experience of working in a startup or scale-up with an understanding that everyone needs to roll their sleeves up and get involved.


APPLICATION PROCESS


Qunifi is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.


Email your CV to careers@qunifi.com Please include a few paragraphs on why you’re interested in the role (formal cover letter not required).

 
Applications close 18th September 2020.

NOTE TO AGENCIES: where Agency assistance is required the Qunifi Recruitment Team will engage directly with suppliers.  Unsolicited CVs / profiles supplied to Qunifi by Recruitment Agencies will not be accepted for this role.
 

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