• Lead troubleshooting, isolation, and resolution of complex APMax system issues.
• Manage and maintain performance across Hosted Voice Bundles, SIP Device Management, Mass Notification, Call Center, and related telephony applications.
• Provide technical documentation, training, and mentoring to Network Analysts and Engineers.
• Coordinate issue tracking and resolution through Jira ticketing workflows.
• Collaborate cross-functionally with internal engineering teams supporting Ribbon C20 (formerly DMS), C15, and Mortel DMS 120 platforms.
• Perform hardware fault isolation and system-level analysis to prevent service interruptions.
• Ensure understanding and compliance with ISO27001 standards and customer policies.
• Support internal change management and troubleshooting efforts for host/remote network issues.
• Participate in rotating on-call coverage as business needs dictate. 

Must haves:

• 5–10 years of hands-on APMax troubleshooting and support experience.
• Proven telephony troubleshooting background (minimum 5 years).
• Strong understanding of TDM and IP interfaces — including MF, AIN, ISUP, PRI.
• Expertise with APMax MLTS 911, Firebar, Calling Name Database, and other telephony applications.
• Familiarity with Hosted Voice Bundles, Mass Notification, Unified Messaging, Conferencing, and Call Center Software.
• Experience with CS15K Translations, hardware fault isolation, and central office procedures.
• Ability to identify, isolate, and repair host/remote system issues independently.
• Excellent communication and documentation skills for technical and customer-facing interactions.
• Degree in Engineering or related field and 4 years of engineering experience, or 8+ years of equivalent technical experience.
• Proficient with Windows-based systems and applications such as Word, Excel, Visio, Outlook, and PowerPoint. 

• Experience with Ribbon C20, C15, and Mortel DMS 120 systems.
• Understanding of how assigned network solutions interact with transport and IP elements.
• Demonstrated ability to resolve complex outages, 911 issues, hardware faults, and SS7/trunking problems.
• Superior interpersonal skills and experience driving cross-team collaboration.
• Self-motivated and capable of managing workloads in a fully remote, 24x7 operational setting.

Salary and Benefits:
This is a direct hire opportunity. The selected candidate will be employed directly by our client. All compensation and benefits, including but not limited to medical insurance, retirement plans, paid time off, and other perks, will be provided by the client in accordance with their internal policies and subject to applicable laws and eligibility requirements.