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8/10/2009 - SANTA Clara, CA - Audio quality engineer
Cisco Systems
Location San Jose, CAPosition Type Full-Time, EmployeeExperience 7+ Years ExperienceDesired Education Master of Science degreePosition Telephony Voice Quality EngineerJob DescriptionUnder supervision to design, trouble shooting, provision, deploy, and support the voice collaboration solutions at WebEx and customer premises to solve churn and customer satisfaction problems that result from substandard voice quality.• Responsible for the trouble shooting and amend of the audio quality concerns reported by WebEx customers in the deployed voice collaboration services• Participant in the design of intrusive and non-intrusive voice quality monitoring, voice quality enhancements, voice quality trouble shooting tools and directives on voice collaboration services. Responsible for the continuous voice quality improvements task on the deployed voice collaboration services• Responsible for providing the periodically voice quality matrix reports on the voice collaboration services• Own and work with PSTN carrier technical support engineer on trouble shooting and amending the WebEx customer reported voice quality problems concerning the carrier infrastructure equipments. Responsible for interfacing with external vendors for resolving the voice quality concerns.• Responsible for working with networking, voice services, Media Gateway, SBC, client components, and other voice collaboration service related engineering teams to specify, design, implement, and trouble shooting the voice collaboration services to support the product manager stated voice quality requirements. Responsible for interfacing with internal engineering teams for resolving the voice quality concerns• Handle the 2nd line support functions of the deployed voice collaboration services. Own the WebEx Remedy and QA tickets of voice collaboration issues with focus on the voice quality related issues• Handle the 24x7 on call duty, if required, for managing production voice collaboration services infrastructure• Site visit may be required for circuits and voice collaboration services installation, provision, deployment, and trouble shooting effortsRequirements• Strong background in the audio and voice quality enhancement and measurement, includes the hybrid echo cancellation, bidirectional noise cancellation, bidirectional acoustic echo control, bidirectional level control, enhanced voice intelligibility. Experience with the ITU G. 107 E Model for transmission rating factor and mean opinion score. Experience with the SNR measurements. Expert on the echo and delay solution and trouble shooting.• Hands on experiences on the QoS and echo cancellation solution implementations to address the voice quality concern preferred.• 7+ Years hands on experiences in the ASP or telecommunications sectors with emphasizing on the voice collaboration services deployment and support in the hosted services environment required. ASP environment is preferred• Significant experiences with collaboration service products preferable including the WebEx Meeting Center and the WebEx Connect services required. Experiences with Web collaboration services with integrated voice collaboration services deployment is preferred• Hands-on experience of voice media gateway (Sonus, Cisco) and media server (Convedia) functionalities, voice collaboration solutions architect (conferencing, Ingress contact center, hosted IP PBX, audio broadcasting, recording, audio concierge), and PSTN carrier services (BT, Level3, Verizon, AT&T, MCI) is required. Knowledge of Cisco MGX/PGW, 2600/3600/3700, and AS5400 is required• Hands-on experience of trouble shooting production voice quality issue is mandatory. Ability to decipher a complex production problem and translate into a concise problem statement, where the emphasis is on the real time production voice quality concerns• Hands-on experience of trouble shooting voice collaboration call and message flow based on the TCP/IP, UDP, XML, VoiceXML, SIP, MGCP, MSML, MOML, RTP, SDP, MRCPv2, ASR, and TTS protocols is required• Hands-on experience of troubling shooting PSTN protocols issues, such as ISDN, Euro ISDN, DS3, T1/E1, and NFAS specific is required• Hands-on experience of server environment using the Intel/Cento and Sun/Solaris is required. Experience of Intel/Cento server build process is desired• Prior experiences of using the TDM and VoIP test equipments for voice quality measurements and evaluations, such as Abacus, Empirix, and GLComm, is required• Hands-on experience on networking in the ASP data center environment is desired. The working experience using the Cisco router and switch, load balancer, SBC, firewall security, and NAT is preferred• Knowledge of SIP B2BUA, UAC/UAS, redirect server, proxy server, and registration sever is preferred• Knowledge of RFC2833, wide and narrow band codec attributes, SDP, and voice quality attributes and measurement is mandatory• Hands-on experience on script programming using Pearl, Python, and SQL is preferred• BS engineering or equivalent required. MS of science preferred.• The position may require domestic and international travels for site visit and customer interfacing for the services deployment and voice quality concerns trouble shooting, resolution, and ratifications.Preferred Additional Skills:• Cisco certification is desired• Must be proficient in the verity of hosted voice collaboration services, implementation, deployment, and support with emphasizing on the voice quality concerns • Excel at implementing and deploying voice quality solutions (monitoring and embedded solutions) involving multiple vendors, multiple engineering teams, and customer facing services• Ability to work in a team environment, self-directed, self-motivated, and excel at handling multiple on-going assignments• Must have outstanding written and verbal presentation skills• Must be customer focus
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