Network Engineer ll at National Credit Recovery Inc – Mississauga, Ontario

CXAi is a digitally powered, human delivered Global Customer Experience Management organization with multiple locations in Canada and abroad. We provide a wide range of business solutions to help businesses thrive. We are sought-after solutions partner for Omni Channel CX, Digital Transformation, Consulting and Technology solutions.

Job Description:

The Network Engineer will support and optimize our network infrastructure within a fast-paced call centre/BPO environment. This role is critical to ensuring high availability, performance, and security of voice and data networks that support customer service and collections operations.

The ideal candidate brings strong technical expertise combined with hands-on experience in call centre technologies, VoIP systems, and high-volume, multi-site environments.

Core Responsibilities (include, but not limited too)

• Design, implement, and maintain enterprise network infrastructure (LAN/WAN/Wi-Fi)
• Support and optimize VoIP, SIP, and call routing systems in a call centre environment
• Monitor network performance and troubleshoot outages, latency, and connectivity issues
• Ensure high uptime and reliability for call centre platforms and telephony systems
• Configure and manage firewalls, VPNs, and network security protocols
• Collaborate with IT, Operations, and vendors to support business continuity
• Perform capacity planning to support scaling operations and peak call volumes
• Maintain network documentation, diagrams, and standard operating procedures
• Support disaster recovery and failover strategies
• Provide after-hours/on-call support as required
• Administer Windows and VMWare servers; including design, installation, configuration, monitoring, patching, clustering, troubleshooting and optimization
• Performs equipment installations (Servers, Switches, etc), configurations and relocation of equipment as required
• Configuration, installation, upgrade, patching and management of operating systems, core applications, custom systems and networks
• Security and disaster recovery readiness
• Ability to extensively support various O365 Cloud base Enterprise Systems (email, MS SharePoint Dynamics and Exchange)
• Provide basic network and firewall troubleshooting and support
• Keep system administration processes and procedure documentation up to date incidents, completing service requests and project tasks as required
• Evaluate, develop, and implement new hardware and software solutions as assigned
• Work closely with internal and external customers to understand their technology needs in order to propose process and/or technology changes to meet those needs
• Key contributor to various enterprise and functional projects
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Requirements:

• Strong knowledge of Microsoft Operating Systems and experience with implementing and managing Microsoft applications
• Microsoft azure, Google Cloud Products, AWS experience
• A minimum of 4+ years-experience in network engineering or infrastructure roles
• Proven experience in a call centre or BPO environment
• Strong knowledge of:
• TCP/IP, DNS, DHCP, VLANs
• Routing & switching (Fortinet, Cisco, or similar)
• Firewalls and network security
• Hands-on experience with:
• VoIP systems (e.g., Avaya, Cisco, Five9, Genesys, or similar)
• SIP trunk, Session Border Controllers and other telephony technologies
• Experience supporting high-availability environments with uptime SLAs
• Familiarity with cloud networking (AWS, Azure) is an asset
• Relevant certifications (CCNA, CCNP, or equivalent) preferred
• Good communication (oral and written), interpersonal and organizational skills
• Ability to work in a multi-functional team environment with rapidly changing priorities
• Good analytical and problem-solving skills.

Competencies:

• Good interpersonal and customer service skills
• Excellent written and verbal communication skills
• Analytical skills, problem-solving abilities
• Able to work independently