Hardware Validation Engineer I
4 days ago
Scottsdale
Job Description Redefine the future of customer experiences. One conversation at a time. At Nextiva, we're reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation centric platform. Powered by AI, driven by human innovation. Our culture is forward thinking, customer obsessed and built on the belief that meaningful connections drive better business outcomes. Whether it's through our signature Amazing Service®, the technology we create, or the experiences we cultivate, connection is at the core of who we are. If you're ready to collaborate with incredible people, make an impact, and help businesses everywhere deliver truly amazing experiences, this is where you belong. Build Amazing. Deliver Amazing. Live Amazing. Be Amazing. Nextiva is hiring a Hardware Validation Engineer to own end-to-end validation for SIP hard phones and adjacent endpoints including SIP DECT, ATA/FXS/FXO, Paging, and Intercom systems. You will define traceable test plans, validate call processing at the endpoint (SIP/RTP/SRTP/TLS), contribute to new feature testing, lead firmware upgrades, and administer device management systems. The role requires direct vendor engagement for problem resolution, full discovery of device feature sets, and the ability to author/version new device template configuration files. You'll also be adept at SIP troubleshooting using Wireshark and HOMER/HEPIC ladder/state diagrams. The role partners closely with firmware, interop, NOC, and device vendors and includes Tier4 escalation leadership for complex field issues. This role is well suited for engineers that have previous support and operations experience. The candidate must be proficient in BroadWorks both in user/device setup (DMS), but ability to register devices expertise on phone models from at least one of the following manufacturers, Poly, Vtech / SNOM, Cisco, Yealink and be comfortable with various web portals and command line interfaces. In addition, acclimating into new softswitch and DMS solutions hosted in a public cloud are ort of the role. Key Responsibilities • Directly interact with hardware vendors to understand new device and updated firmware deployment technical details, configuration, troubleshooting, and resolution of problems with interoperability of VoIP devices within multiple call processing domains., • Read device admin guide/release notes, Author, version, and validate new device template configuration files (vendor XML/CFG), including parameterization, guardrails, and regression testing before production., • Primary interoperability testing lead certifying new devices and firmware in all production environments, including test case summarization and documentation of results., • Primary deployment engineer releases newly certified devices and firmware, • Participate in feature development and testing with product development teams centered around device level features., • Ongoing management of over 70 different VoIP device profiles in BroadWorks and establish new devices in Nextiva's Contact Center and CX environments., • Manage multiple channels of communication simultaneously, phone, email, tickets, and instant messaging., • Clearly organize and present documentation to communicate troubleshooting details, procedures, processes, solutions, and preventative measures., • Build, maintain, and promote strong technical documentation for team use., • Management of vendor facing tickets., • Management of customer escalation tickets., • Bachelors degree in technical field, or equivalent work experience., • Experience with SIP call flow and troubleshooting: SIP captures, RTP analysis, configuration files, custom tagging, telephony application switch back-end (BroadWorks / FreeSWITCH), and device management solutions (DMS) (preferred: BroadWorks, Phonism, Yealink YMCS)., • Advanced SIP troubleshooting: proficient with Wireshark and HOMER/HEPIC ladder/state diagrams; isolate early media (180/183, 100rel/PRACK), mid‑call RE‑INVITE/UPDATE, REFER, DTMF (RFC 2833/4733 & in‑band), SDP/codec mismatches, SRTP/TLS issues, NAT/ALG artifacts, and jitter‑buffer/PLC behavior., • Feature discovery & documentation: perform end‑to‑end discovery of device feature sets; maintain feature matrices and rollout guidance., • Device template authoring: create/version/test new device template configuration files (XML/CFG) with safe parameterization and regression coverage., • Hands‑on with SIP DECT (single & multi‑cell) validation and ATA/FXS electrical/feature testing., • Expertise with phone models from at least one of the following manufactures, Poly, Vtech / SNOM, Cisco, Yealink., • Knowledge of device set-up and basic use for VoIP devices., • Sound knowledge in networking TCP/IP OSI fundamentals in the VoIP environment., • Experience with Wireshark, Git, TestRail, Python, sngrep, and/or Linux CLI., • Demonstrate good judgment in solving problems and proposing solutions., • Strong attention to detail, analytical and organizational skills., • Demonstrate strong verbal and written communication skills., • Ability to multi-task, prioritizing multiple objectives and initiatives., • Able to work in a team environment and with a diverse group., • Ability to take direction, complete assigned tasks in an efficient and productive manner, and keep team manager updated throughout the day. Nextiva's most successful team members share common traits and behaviors: • Drives Results: Action-oriented with a passion for solving problems. They bring clarity and simplicity to ambiguous situations, challenge the status quo, and ask what can be done differently. They lead and drive change, celebrating success to build more success., • Critical Thinker: Understands the "why" and identifies key drivers, learning from the past. They are fact-based and data-driven, forward-thinking, and see problems a few steps ahead. They provide options, recommendations, and actions, understanding risks and dependencies. Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can be their best, in and out of the office. Our compensation packages are tailored to each role and candidate's qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary and/or hourly wages, incentives, or bonuses. The expected hiring range is 68,000-106,000. A different level in the job hierarchy may apply to a specific candidate, resulting in a different hiring range. • Health 🍏 - Multiple health plan options to suit your needs, including medical, dental, vision, and telemedicine coverage, • Insurance 💼 - Life, disability, and supplemental indemnity plans, • Work-Life Balance ⚖️ - Flexible Time Off (FTO) for salaried employees, PTO for hourly employees, Paid Sick Time (PST), paid parental bonding leave, and paid holidays, • Financial Security 💰 - 401(k) with company match, Health Savings Accounts with company contributions, Dependent Care FSA, • Wellness 🤸️ - Employee Assistance Program and comprehensive wellness initiatives Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Nextiva participates in the E-Verify Program where and as required by law. For additional information about E-Verify visit USCIS. #LI-AL1 #LI-Hybrid Founded in 2008, Nextiva has grown into a global leader trusted by over 100,000 businesses and 1M+ users worldwide. Headquartered in Scottsdale, Arizona, and with teams across the globe, we're the future of customer experience and team collaboration through our AI-powered, conversation-centric platform. Want to see what life at Nextiva is all about? Connect with us on Instagram, Instagram MX, YouTube, LinkedIn, and the Nextiva Blog.