Job Listing: VoIP Engineer

Position:  VoIP Engineer    

Company:  TouchTone Communications – Whippany, NJ

Experience:  Mid-Senior Level

Job Function: Engineering

Employment Type: Full-Time     
         
Industry: Telecommunications

Job Description

Provide engineering support for TouchTone VoIP and TDM Networks across the U.S. This key position is responsible for technical operations support and performance management of all elements of the TouchTone Network. This position will be instrumental in assisting the company to deliver high levels of service availability.

Desired Skills and Experience
 

• Must have a thorough understanding of call flows and signaling protocols which include SIP,   RTP, TDM including ISDN, DTMF and FXS/FXO, TCP/IP, LAN Switching, Routing protocols, L2/L3, device configuration, VLAN, etc.
• Must have strong knowledge in the following: Sansay VSXi or similar VoIP Telephony, Lucent LCS or similar TDM experience, Cisco and Juniper data networking routers and switches.
• STRONG KNOWLEDGE and combination experience of TDM - signaling PRI, CAS(DTMF), FXS/FXO, Data - LAN/WAN and VoIP - SIP/RTP.  
• Demonstrated experience using Wireshark and other quality based IP tools used to monitor Jitter, Packet Loss, etc.
• Knowledge of telecom principals and terminology, including DID and Toll Free numbers, LATA OCN and NPA/NXX.
• Full understanding of VoIP architecture, including SIP and VoIP implementation.

About TouchTone Communications

Headquartered in Whippany, NJ, TouchTone Communications is a privately-held, debt free company established in 1993.  TouchTone provides nationwide voice, data and VoIP services, including Dedicated Voice and Data, Hosted PBX, Enterprise SIP, Call Center Termination, Conferencing, MPLS and Ethernet, and Switched LD services to residential, SMB, public sector enterprise, government and wholesale customers.  TouchTone is a facilities-based carrier offering services through its own proprietary network and through multiple Tier 1 networks, with major points of presence in Atlanta, Chicago, Los Angeles and Newark, NJ.  TouchTone prides itself on providing the highest quality service at the most competitive rates, while always maintaining highest levels of customer service. 

What We Offer

* High-energy atmosphere                * Work with a highly motivated and dedicated team

* Competitive salary                         * 401K

* Medical    Benefits                         * Generous PTO program

Send cover letter and resume to JOBS@TOUCHTONE.NET.

Need to get the word out fast? An IVR solution can help!

Interactive Voice Response (IVR) solutions are increasingly being implemented by both small and large businesses to improve overall customer experience and to cut costs.

An outbound IVR solution allows companies to deliver automated, personalized messages to hundreds of people quickly and inexpensively. Messages can be pre-recorded or event triggered. Event triggered messages can offer a wide range of options and/or require further action to be taken by the person answering the phone (for example, “Your appointment is scheduled for Monday, July 21. To keep this appointment, press 1. To reschedule, press 2.”). Responses can be collected through the phone’s keypad or though spoken words with voice recognition.

Common applications for outbound IVR applications include:

• Appointment reminders
• Payment reminders
• Order statuses
• Shipment notifications
• Appointment confirmations
• Account alerts
• Shipment notifications
• Surveys
• Refills/reorders
• Fundraising requests
• Notifications and closings

Industries benefiting from IVR technology:

• Financial
• Airlines
• Banks
• Pharmacies
• Political
• Travel and tourism
• Polling and surveys
• City and state governments
• Non-profit organizations
• Schools 
• Churches 
• Healthcare organizations
• Customer service and call centers
• Collections agencies

Benefits of outbound IVR solutions:

• Cost advantages – leveraging VoIP technology, large volumes of outbound messages can be sent quickly, reliably, and inexpensively.
• Frees up office personnel and call center employees to work on more valuable tasks.
• Calls can be made off business hours when customers are more readily available.
• Flexible and scalable – IVR technology allows different events to trigger different responses allowing for a better overall customer experience.
• Proactively reach customers – avoid high volumes of inbound calls during business hours.

IVR service and software provider reputations depend on who they choose as their voice termination provider. An IVR solution is only as good as its ability to complete calls.

TouchTone Communications works with Tier 1 carriers to deliver reliable, quality voice termination to IVR service and software providers. TouchTone's high-performing switch and redundancy capabilities can handle a massive amount of concurrent calls without sacrificing quality. With pay-as-you-go pricing and no short duration penalties, customers can count on TouchTone Communications to deliver consistent, quality voice termination to support demanding needs.

Looking for IVR voice termination? Call 1-888-TOUCHTONE, or e-mail sales@touchtone.net.

What’s Interactive Voice Response (IVR)

and How Can It Help Your Company or Business

Interactive Voice Response (IVR) is an effective tool to get messages out in a timely, professional, and cost effective manner. Many businesses are using IVR technology to help cut costs and to improve customer sales and support.

Interactive Voice Response allows a computer to automate interactions with telephone callers through the use of voice recognition and touch-tone telephone keypad entry.

IVR solutions use pre-recorded voice prompts and menus to present information and options to callers, and entries made on a phone's keypad to collect responses. Some also enable responses to be gathered through spoken words through voice recognition.

For example, airlines use an IVR system to help retrieve flight information and real-time flight delays. They can set up their IVR system to recognize callers by their registered phone number.

For example: Would you like to check the status of your flight to Chicago? For yes, press or say 1. To hear additional options, press or say 2.

Businesses and companies use an IVR to help direct customers to the appropriate party and to help streamline customer service.

For example: Hello and thank you for calling Joe's Auto Parts. If you know the extension of the party you wish to reach, please enter it now. To speak with the operator, press 0 at any time. For Sales, press 1. For Support, press 2. For Billing, press 3. To repeat this message, press pound.

TouchTone Communications’ customer, New York-based Dial Global, is a full-service radio network that produces and distributes radio programming to more than 6,000 stations in the U.S. One of their services, Radio Voodoo (an IVR system), answers phones for radio stations and makes it possible to use caller recordings in station programming. Dial Global provides the technology, and TouchTone provides the toll-free and DID termination.

"Radio Voodoo is a service that specializes in allowing radio stations to have their phones answered by an IVR. Stations then use the audio left by listeners during radio shows or in promotional announcements. Radio Voodoo has partnered with TouchTone as a provider of toll free origination and DID termination. As you can imagine, radio station traffic has great highs during contesting and sometimes great lows depending on market size. TouchTone has been able to balance the sometimes huge spikes from stations in New York, Chicago and Los Angeles while servicing the smaller stations in Lubbock, TX, Massena NY and St. Joseph, MO. 

The best part about working with TouchTone has to be the customer service. At Radio Voodoo, so much of our success has been the team at TouchTone coming up with creative ways to find solutions to our problems. They are energized, engaged, and do not rest until we arrive at a solution. TouchTone is very much a part of the team that has made Radio Voodoo a must have for radio stations across the country."

~Dee Perkins, Distribution Sales Manager
Dial Global

Looking for IVR voice termination? TouchTone Communications provides quality, low-cost in-bound (local and toll-free) and outbound calling to IVR service and software providers. To learn more call 888-TOUCHTONE or e-mail sales@touchtone.net

Cool Technology Trends

From wearables to apps to self-sterilizing keyboards, technology is helping to make lives easier and more enjoyable. We've compiled a list of some cool (and innovative) technology trends to look out for.

Wearables!

Fashionable yet functional, the wearable tech craze has just begun and it's not going to slow down anytime soon.

From glasses to watches to baby monitors, these gadgets can do anything from track your daily fitness activities to monitor your baby’s sleeping patterns.
 

• Liquid Image Co® is a leading Action Camera manufacturer and the developers of the first in-goggle camera with the lens mounted at eye level, allowing for True POV video capture. The Apex HD+ is a Full HD Video Snow Goggle with WiFi for live streaming to Smartphones and Tablets. With the camera lens positioned just above the eyes, the Apex captures True POV footage of everything you see. (pictured above) 
• Intel unveiled a headset nicknamed “Jarvis” that is supposed to act like a personal assistant.
• Razer’s Nabu is a smartband health tracker that reports calories burned, steps taken and hours slept, among other things.
• A SmartOne infant sleep monitor fits into a chest pocket and sends information and active alerts ontemperature, baby orientation, and breathing to a parent's mobile device.
• The Quardiocore heart monitor can send the electrocardiogram to a smartphone and the EKG can be forwarded to a physician for remote heart monitoring.
• YEI Technology's PrioVR, a virtual reality gaming accessory, allows sensors on the player to translate movement into the game.

 Rumor has it that Google is coming out with a watch that has it all! Rather than having to pull out your smartphone or tablet for frequent email, text and social media updates, you’ll glance at your watch.

Check out more wearable technology at http://www.cbsnews.com/pictures/wearable-technology-ces-2014/. 

Apps
 
Technology companies are constantly developing new apps to make our lives easier. There’s literally an app for everything!
Five years ago, Apple only offered 500 apps for download on its brand new App Store on iTunes. As of October 2013, Apple announced 1 million apps in its App Store.

Top Apps of 2014 from CBS News

• Beautified is an app that offers discounted spa services and helps you find and book same-day beauty appointments. 
• Hotel Tonight is an app that features last-minute hotel deals.
• Groupon Reserve gets you 20 to 40 percent off last-minute dinner reservations.
• TodayTix is a new app that gets you up to 50 percent off theater tickets.

     
Self-sterilizing Keyboards
 
Forget all the Lysol and hand sanitizer! The ultra-modern UVLightBoard zaps bacteria from its surface as you type.

Smart TVs getting smarter

Nowadays more and more customers expect the ability to use Netflix, Hulu, Amazon Instant Video and their web browser via their televisions. As a result, television manufactures are working harder and harder to make their TVs even smarter.

Smart TV shipments are expected to reach 123 million in 2014 – up from about 84 million in 2012.

3D Printing
 
The world has already seen some amazing things from 3D printing. However, from the looks of things it’s only the tip of the iceberg.

The Business & Leisure Quandary:

5 Tips to a Stress-Free Vacation

A true vacation is tough for many small business owners and managers who feel the need to relentlessly check e-mail and texts from the beach. Many fear of missed opportunities, employees slacking off, or that business will not operate smoothly when they are away.
 

In a recent survey commissioned by Sam's Club, nearly 50% of small business owners only take major holidays off (if any days at all). And when they do find time to relax, many still find themselves attached to their laptops or smartphones and taking calls.
 
However, taking a vacation is an important component to avoiding burnout, relieving stress and re-energizing creativity. Here are a few steps that you can take to help you achieve a more enjoyable (and much deserved) vacation.

5 Steps to a Stress-Free Vacation
 
1. Plan your vacation around slow periods in your business
For those owners and managers who fear that going away will wreak havoc on the business, experts suggest scheduling a vacation in a historically slower time for your company. These ‘slow periods’ depend on your industry. If you are a florist, taking a vacation during any holiday season may not be ideal. However, if you have an office job, holidays may be the best time.
 
2. Tie up loose ends and complete any big projects
If you must, stay late for a couple of days and make sure that any big projects that you are working on are completed before you leave for your vacation. Not only will you have less weighing you down when you're away, but if you're able to start fresh, you'll also have a smoother transition back to the office.
 
3. Empower your employees and delegate
Put a good plan in place with your employees and don’t forget to delegate tasks and responsibilities. Start handing off assignments early so you can answer any questions well before you leave. If certain aspects of the business are of particular concern to you, ask for brief daily emailed updates to keep your mind at ease. 

Do not assume the worst, trust your employees.

If necessary, pick the right person to manage your small business while you're on vacation and train them to do it ahead of time. You should do this even if you're not planning a vacation just in case you are unable to work for some reason.
 
4. Set a Schedule (to check in, if you must)
If it makes you feel more at ease to keep tabs on things, set aside specific times during the day to check e-mail or make calls. But stick to only those times. For example, check your email first thing in the morning before your kids get up.

Use technology. It is your friend.
 
Many business owners and managers are able to take advantage of current technology and take their work with them when they travel (just in case something should come up). As long as you can work remotely and are vacationing in places with acceptable technological resources (such as electricity and wireless Internet) you can use your smartphone or laptop/tablet to check in.
 
Many business phone systems also offer advanced call routing so you can have calls forwarded directly to your hotel room or cell phone. You can even customize your settings by day, time and caller.
 
5. Manage Client Expectations
Tell any clients that you work with directly when you will be taking vacation well in advance so you can address any concerns before-hand. Also, inform them of who they can contact in case a question or issue should arise while you are away.
 
Planning a stress-free vacation takes a little planning on your part, but it will be well worth it in the end. And once you have your processes and procedures solidified you may be surprised by how many more “vacation” days you could actually take (and enjoy).

Find Me Follow Me: Intelligent Call Routing

Receive calls anytime, any place and from any device - never miss another important call again 

Find Me Follow Me, also referred to as Mobile Office, is one of the most beneficial features of a business phone system.

With Find Me Follow Me, your office doesn’t have to be restricted to your main place of business.  This powerful feature allows your employees to receive calls anywhere, anytime and from any device with the appearance of them being in the office. Calls can be routed to a cell phone, another number (like a home office or hotel room), or another person (like a receptionist or a co-worker). You can even customize how you receive calls by day, time and even caller.


Benefits 

• Give out one number and work from anywhere without missing a call 
• Keep your cell phone and home numbers private 
• Customize how you receive your calls by day, time, and even caller 
• Have calls ring to multiple phones at the same time or in an order of your choice (for example: ring your cell phone first, and then your home office).

More business VoIP phone service features

How Call Forwarding can benefit your business

Click here to view larger image

First impressions count, especially in business. That's why it's important to have a phone system that not only makes you look and sound professional, but guarantees that your customers reach you when they need to.
 
Call Forwarding allows you to forward calls to another phone number (including a cell phone or home number) so you never have to worry about missing an important call.

You can set up rules, menus, and queues based on your needs. 


Call Forwarding categories include:
-    All Calls
-    When Busy
-    Do Not Disturb
-    No Answer
-    Selective Forwarding
-    When Out of Service
 
With Call Forwarding, you can also choose to have calls blocked all together, or sent directly to voicemail.

Call Forwarding is included free with TouchTone’s Business VoIP phone service. To learn more, call 800-900-5474, or visit http://www.touchtone.net/business-phone-service.html.

More Business VoIP phone service features.