Careers

Spoken team collageSpoken Communications is one of the fastest growing technology companies in the Northwest. With over 200% annual sales growth, Spoken is backed by Ignition Partners and Ignition Capital, both leading investment firms established by senior leaders from Microsoft and AT&T Wireless. We are seeking to hire independent self-starters who enjoy challenges, can juggle multiple priorities and enjoy working in an ever-changing, fast-paced environment to serve customer demands.

Spoken's culture is casual yet high energy. We are passionate about customer service and enjoy working in a collaborative environment.  We value work/life balance, efficiency, simplicity, and making a difference in the world.  Spoken offers exceptional professional and financial growth potential. If you enjoy taking the lead on projects as well as working in a team dynamic to develop long-term customer relationships, contact us at jobs@spoken.com.

Open positions:

Principal Software Developer

Title:  Principal Software Developer

Work Location: Downtown Seattle

Job Type:  Full Time

ESSENTIAL DUTIES:

  • Design and develop digital telephony and related software using C/C++, JavaScript, mySQL, HTML and Bash in a Linux environment
  • Participate in various phases of SDLC including design, coding, reviews, testing and documentation
  • Utilize design methodologies, object-oriented design and design patterns
  • Work with other team members throughout the company to determine feasibility, business and functional requirements and technical designs on assigned projects
  • Provide ongoing support, maintenance and enhancement of systems
  • Foster an overall culture of quality

EDUCATION AND EXPERIENCE NECESSARY

  • Familiarity with Trac or other source management, bug tracking, and wiki tools
  • 5+ years working in Linux environment
  • 10+ years C/C++ software development,  out of which 5+ years in Linux/Unix environment
  • 10+ years  experience with software telephony systems, SIP/RTP, VOIP protocols
  • 3+ years experience writing JavaScript code, deep understanding of its features
  • 3+ years experience writing in Bash, thorough understanding of the Bash's features
  • 3+ years working experience with MySQL: database design, writing SQL queries; thorough understating of MySQL language and features
  • Knowledge of HTML/CSS, working knowledge developing browser based UI; familiarity with jQuery
  • Working knowledge of IP networking
  • Experience debugging networked systems
  • Specific R&D experience, developing software for complex systems
  • Ability to conduct independent R&D from concept to working code
  • Able to write system architecture documentation, as well as API level documentation
  • Able to provide technical reasoned guidance to junior developers
  • Superb technical communication skills
  • Commitment to excellence

Technical Test Engineer

Title:  Technical Test Engineer

Work Location: Downtown Seattle

Job Type:  Full Time

SUMMARY

We are looking for an exceptional Test Engineer to ensure Spoken’s IT deployments meet established standards of quality including reliability, usability and performance. Spoken Communications is a technology company that provides cloud infrastructure for distributed/virtual call centers.

ESSENTIAL DUTIES:

  • Plan, conduct, and document testing of new client telephony, Citrix, Avaya, and call recording configurations before turning over to customer for user acceptance testing (UAT)
  • Coordinate UAT with customers
  • Test infrastructure deployments of servers and base platform supporting Citrix, Avaya, screen and audio recording, and other core technologies.
  • Develop and document test strategies, plans, and scripts based on executing an analysis of the requirements and specifications for each project initiative
  • Prepare reports to communicate outcomes of quality activities
  • Develop, document and review performance test plans and strategies to ensure systems can sustain the projected load/ volume in production environment
  • Coordinate and assist the deployment of applications into the test environment
  • Collect all test artifacts and store those artifacts in the project repository
  • Work with the other members of the IT team to execute the test cases
  • Consult with IT and other organization management to ensure enforcement of policies and procedures
  • Interpret and implement quality assurance standard
  • Document internal audits and other quality assurance activities
  • Investigate customer complaints and non-conformance issues
  • Monitor risk management activities
  • Assure ongoing compliance with quality and industry regulatory requirements

EDUCATION AND EXPERIENCE NECESSARY

  • Bachelor’s degree preferred
  • Call center experience a plus
  • Experience with Citrix, Avaya, and Linux
  • 2+ years’ experience in IT with a broad range of exposure to all aspects of testing, quality inspection and system administration
  • Working knowledge of architectural frameworks and methodologies
  • Certifications a plus, including Quality Auditor, Quality Engineer, Quality Improvement Associate, Six Sigma
  • Strong computer skills including Microsoft Office and databases
  • Knowledge of tools, concepts and methodologies of QA
  • Knowledge of PCI and ITIL a plus

KEY COMPETENCIES

  • Excellent attention to detail
  • Understanding of testing strategy and implementation
  • Able to define, plan and implement test approach
  • Excellent communication skills, both verbal and written
  • Ability to work well with people at all levels
  • Flexible and adaptable, capable of both managing own workload and working independently
  • Proactive approach to issue ownership/resolution
  • Structured approach; organized and disciplined; comfortable with process and procedure
  • Prepared to challenge peers and seniors in an appropriate way where necessary
  • Always looking for opportunities for improvement and add value
  • Team player

Software Development/Operations Engineer

Title:  Software DevOps Engineer

Work Location: Downtown Seattle

Job Type:  Full Time

SUMMARY

We are looking for an experienced Software Engineer with a passion for troubleshooting and fixing problems. Spoken Communications is a technology company that provides cloud infrastructure for distributed/virtual call centers.

ESSENTIAL DUTIES:

  • Troubleshoot and fix production problems throughout the Spoken application stack
  • Perform tier 3 support and join outage bridges as necessary
  • Act as a liaison between production operations and product development
  • Write Bash scripts
  • Write and execute database queries
  • Debug code (Java and/or C/C++)
  • Develop automation tools as needed
  • Lead problem-solving efforts often involving outside vendors and other support personnel and/or organizations
  • Assist in optimizing and deploying server technologies
  • Manage server configurations databases, backups, monitoring and tuning
  • Work with developers to tune queries in servers; deploy and configure in a cloud environment

EDUCATION AND EXPERIENCE NECESSARY

  • BS in Computer Science or equivalent
  • Minimum 3 years of software development experience
  • Experience using and programming with a wide variety of open source technologies and tools
  • Experience with systems and IT operations
  • Mastery of frequent, incremental code testing and deployment
  • Experience with scripting and writing code for productivity and automation of tasks

KEY COMPETENCIES

  • Excellent attention to detail
  • Excellent communication skills, both in verbal and written
  • Excellent analytical and problem-solving skills
  • A strong focus on business outcomes
  • Comfort with collaboration, open communication and reaching across functional borders
  • Ability to use automation tools and programming scripts in operations and maintenance activities and tasks
  • Ability to work well with people at all levels
  • Flexible and adaptable, capable of managing own workload and working independently
  • Proactive approach to issue ownership/resolution
  • Prepared to challenge peers and seniors in an appropriate way where necessary
  • Always looking for opportunities for improvement and added value
  • Team player

Software Test Engineer

Title:  Software Test Engineer

Work Location: Dowtown Seattle

Job Type:  Full Time

SUMMARY

We are looking for an exceptional Software Test Engineer to ensure Spoken’s IT deployments meet established standards of quality including reliability, usability and performance. Spoken Communications is a technology company that provides cloud infrastructure for distributed/virtual call centers.

ESSENTIAL DUTIES:

  • Develop and document test strategies, plans and scripts based on executing an analysis of the requirements and specifications for each project initiative
  • Prepare reports to communicate outcomes of quality activities
  • Coordinate and assist the deployment of applications into the test environment
  • Collect all test artifacts and store those artifacts in the project repository
  • Work with the other members of the IT team to execute the test cases
  • Consult with IT and other organization management to ensure enforcement of policies and procedures
  • Interpret and implement quality assurance standard
  • Document internal audits and other quality assurance activities
  • investigate customer complaints and non-conformance issues
  • Monitor risk management activities
  • Assure ongoing compliance with quality and industry regulatory requirements
  • Design and executive test plans on computer applications.
  • Record and document results and compare to expected results
  • Detect software failures so that defects may be discovered and corrected
  • Generate historical analysis of test results
  • Document anomalies and issues
  • Maintain database of software defects
  • Examine code and execution of code in various environments
  • Verify specific action or function of code
  • Operate and maintain test networks
  • Provide application instructions for users
  • Develop and document application test plans based on software requirements and technical specifications
  • Create meaningful error handling procedures for application code
  • Ensure compliance with general programming best practices, accepted web standards and those standards set forth by upstream sources
  • Perform application security audits
  • Implement application design, create queries, scripts, web pages and other deliverables
  • Participate in application planning meetings
  • Ensure data integrity standards
  • Perform reviews, walkthroughs or inspections

 

EDUCATION AND EXPERIENCE NECESSARY

  • Bachelor’s degree preferred
  • Call center experience a plus
  • Experience with Citrix, Avaya, and Linux
  • 2+ years’ experience in IT with a broad range of exposure to all aspects of testing, quality inspection and system administration
  • Possess a working knowledge of architectural frameworks and methodologies
  • Certifications an advantage including Quality Auditor, Quality Engineer, Quality Improvement Associate, Six Sigma
  • Strong computer skills including Microsoft Office and databases
  • Knowledge of tools, concepts and methodologies of QA
  • knowledge of PCI and ITIL a plus

KEY COMPETENCIES

  • Excellent attention to detail
  • Understanding of testing strategy and implementation
  • Able to define, plan and implement test approach
  • Excellent communication skills, both in verbal and written
  • Ability to work well with people at all levels
  • Flexible and adaptable, capable of both managing own workload and working independently
  • Proactive approach to issue ownership/resolution
  • Structured approach; organized and disciplined; comfortable with process and procedure
  • Prepared to challenge peers and seniors in an appropriate way where necessary
  • Always looking for opportunities for improvement and added value
  • Team player

Technical Writer

Title:  Technical Writer

Work Location: Downtown Seattle

Job Type:  Full Time

SUMMARY

We are looking for an exceptional technical writer with a high level of curiosity and drive to communicate evolving systems. Spoken Communications is a technology company that provides cloud infrastructure for distributed/virtual call centers.

ESSENTIAL DUTIES:

  • Design/improve internal documentation framework
  • Write internal documentation
  • Design client-facing documentation framework
  • Write clear and concise explanations of product capabilities and instructions to enable customers, vendors, and partners to successfully install, configure, and use products
  • Provide professional documentation services to product and project teams (Programmer’s Guides, Administrator Guides, User Guides, etc.)
  • Provide a selling tool for marketing that describes the product’s capabilities in detail
  • Identify and gather essential sources of information to be included in documents, or to be used as supporting materials
  • Conduct interviews with subject experts to obtain answers to questions and to gain a level of understanding regarding the product or procedure
  • Listen and ask appropriate questions
  • Write text that is clear, concise, appropriately detailed and understandable by the target audience
  • Seek out information through code inspection or personal test or use of system, in addition to  interviews of key technical personnel
  • Use proper grammar, punctuation, spelling and language rules
  • Ensure consistent application of styles and established layout plans
  • Ensure technical information is accurate
  • Stay up-to-date on product changes and plan necessary revisions of documents.
  • Perform reviews on previously produced documents to evaluate completeness, accuracy, consistency, and organization
  • Provide constructive feedback and make recommendations for appropriate revisions or standardization

EDUCATION AND EXPERIENCE NECESSARY:

  • Minimum 3 years of experience with technical writing in a professional capacity
  • BS in technical area preferred
  • Experience with call centers a plus
  • Experience with systems and IT operations a plus
  • Portfolio showing past technical writing
  • Experience working with startups and other high pressure environments

KEY COMPETENCIES

  • Excellent attention to detail and accuracy
  • Ability to communicate with others in writing clearly and concisely
  • Ability to communicate effectively with others using the spoken word
  • Excellent listening skills
  • A strong focus on business outcomes and accountability
  • Comfort with collaboration, open communication and reaching across functional borders
  • Ability to design and conduct a systematic, objective and critical investigation.
  • Ability to work well with people at all levels
  • Ability to manage time effectively, both ones own and others’
  • Flexible and adaptable, capable of managing own workload and working independently
  • Proactive approach to issue ownership/resolution
  • Prepared to challenge peers and seniors in an appropriate way where necessary
  • Always looking for opportunities for improvement and added value
  • Team player

System Administrator

Title:  System Administrator

Work Location: Charlotte, NC or Downtown Seattle

Job Type:  Full Time

ESSENTIAL DUTIES:

  • Install, maintaining, and upgrading the company’s servers
  • Ensure that the servers are adequately backed up  
  • Make recommendations for upgrading of systems in the company
  • Monitoring systems for errors resulting from faults in hardware or software
  • Foster an overall culture of quality
  • Manage the day-to-day operations of servers by monitoring system performance, configuration, maintenance and repair
  • Ensure that records of system downtime and equipment inventory are properly maintained
  • Apply revisions to host system firmware and software
  • Work with vendors to assist support activities
  • Develop new system and application implementation plans, custom scripts and testing procedures to ensure operational reliability
  • Train technical staff in how to use new software and hardware developed and/or acquired
  • Perform troubleshooting as required. As such, lead problem-solving efforts often involving outside vendors and other support personnel and/or organizations
  • Manage user's Unix accounts
  • Establish and maintain written guidelines and procedures for the installation and management of the host computer hardware, operating systems, data storage devices, networking devices and other components
  • Ensure high availability and acceptable levels of performance of mission critical host computer resources
  • Develop procedures, programs and documentation for backup and restoration of host operating systems and host-based applications
  • Develop and coordinates project directions and schedules to maximize benefits and minimize impacts on the customer organizations. Provides leadership in planning and implementation of projects for computer operations and enterprise systems administration
  • Stay current with technological developments in systems administration technology and recommend ways to take advantage of new technology
  • Work with other team members throughout the company to determine feasibility, business and functional requirements and technical designs on assigned projects
  • Willingness to work extended hours when necessary
  • Proficiency in different operating systems with strong background in Linux

EDUCATION AND EXPERIENCE NECESSARY:

  • Working knowledge of IP networking
  • Experience debugging networked systems
  • Experience with software telephony systems, SIP/RTP, VOIP protocol
  • Four-year degree in Computer Science or Management Information Systems (MIS) or experience  in the field
  • Proficiency in different operating systems viz., Windows, UNIX (Linux)
  • Knowledge in installation of servers, network hardware and related cabling
  • Working knowledge of IP networking and experience debugging networked systems
  • Ability to handle, build, and maintain complex computer systems
  • 3+ years demonstrated knowledge of storage architecture platforms and file archiving methods
  • 3+ years administering and maintaining Unix/Linux Environments
  • 3+ years of administration experience for Windows Servers
  • 3+ years demonstrated knowledge of virtualization platforms and architectures; including VMWare ESX/ESXi , and Citrix XenServer
  • 3+ years experience with Windows Active Directory domain structures and administering users, objects, groups, roles, and permissions
  • 3+ years experience with centrally managed antivirus applications.
  • An understanding of PCI security requirements and implementation experience with common security tools including file integrity checking centralized logging and auditing.
  • CCNA, A+, and Network+ certifications preferred but not required

KEY COMPETENCIES:

  • Ability to handle multiple tasks and projects
  • Excellent written and oral communication skills
  • Organizational and time management skills
  • Excellent interpersonal skills
  • Ability to multi-task in fast paced environment
  • Proven ability to take a given task and work independently and as part of a team to bring the task to completion
  • Excellent ability to systematically trouble shoot and resolve issues to meet deadlines
  • Confidently introduce ideas and participate in detailed technological discussions

Network Engineer

Client:  Spoken Communications

Work Location: Open – Seattle WA, Charlotte NC or other

Duration: Full Time

WORK SCHEDULE/HOURS:  Regular 40 hours per week

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Responsible for design, development, implementation, and analysis of voice and data communications networks
  • Design and implement enterprise wide voice and data network projects; Prepare and maintain project implementations schedules
  • Shared responsibility for architecture, design and deployment of fault tolerant voice and data networks including disaster recovery
  • Design and maintain network management architecture for specific network and telecom components including event monitoring and alerting
  • Configure and deploy network and telecom equipment in accordance with project implementation plan
  • Perform activities required for timely completion of projects
  • Troubleshoot, resolve and document all Tier III support calls as related to the LAN /WAN and Telecommunications
  • Develop and document plans to troubleshoot, diagnose, and test voice and data related issues
  • Complete and publish documentation as related to specific network services projects
  • Provide technical guidance and direction to team members
  • Use knowledge of LAN/WAN and telecommunications systems to design and install internal and external voice and data networks, Cisco experience a must
  • In-depth knowledge of VoIP to include both SIP and H323
  • Assist with the completion of large-scale network services engineering projects
  • Assist with engineering research and design
  • Participate in various phases of SDLC including design, coding, reviews, testing and documentation
  • Utilize design methodologies, object-oriented design and design patterns
  • Work with other teams throughout the company to determine feasibility, business and functional requirements and technical designs on assigned projects
  • Provide ongoing support, maintenance and enhancement of systems

Desired skills

  • Knowledge of computer network infrastructures, technologies and protocols
  • Excellent written and verbal communication skills
  • Ability to work well independently or within a team, especially cross-functional teams
  • Ability to determine unique and creative solutions to problems within a rapid development environment
  • Experience with web interface development (HTML, XHTML, XML, XSL, CSS, AJAX, JavaScript, …)
  • Some travel will be required

Preferred but not required experience

  • Experience with Windows (AD, DNS, DFS) and Citrix deployments
  • Experience with Unix/Linux/CentOS a plus

 Education/Experience:

  • BS in Computer science or equivalent years of industry experience
  • 5+ years solid hands-on experience with Cisco, VoIP
  • License/Certificates: Cisco Certification CCNP, Microsoft Certifications or equivalent experience. Cisco Certification CCIE and Microsoft Certifications MCSE preferred

East Coast Sales Engineer

Title:  Sales Engineer – East Coast

Work Location: East Coast

Job Type:  Full Time

Purpose:

The position is a Sales Engineer role responsible for positioning Spoken cloud offerings to the Senior Management and Technical Management level of a client’s business (BU) and IT organization.  This role partners with sales personnel and channel partners to present, design, and demonstrate Spoken solutions to perspective customers.  In order to make a more capable sales organization, training of field sales employees as well as channels will also be a requirement.

Essential Functions (Responsibilities/Accountabilities):

  • Work closely with sales personnel to build relationships with prospects and customers.
  • Fully understand a prospect’s technical requirements in order to design an appropriate solution to meet their needs.
  • Effectively deliver presentations, via video or in person.
  • Provide an in depth knowledge of the Spoken solutions in order to deliver convincing hands-on demonstrations.
  • Provide support in answering RFP questions.
  • Other duties as assigned.

Education / Experience / Location:

  • Most customer interactions will be on the phone or via video.  There will be a need for this person to travel potentially a couple of times per month for 2 or 3 days.
  • At least 5 years experience in Contact Center sales.
  • Bachelor’s degree in Business, Engineering, or Computer Science. Previous experience will be considered.

Knowledge, Skills, and Abilities:

  • Knowledge of sales and the sales process.
  • Knowledge of Contact Center environments, architecture and design.
  • Strong skills in dealing with clients on a technical level.
  • Able to work independently.

Administrative Assistant

Title:  Administrative Assistant

Work Location: Seattle

Job Type:  Full Time

SUMMARY

We are looking for an exceptional Administrative Assistant to support a national team. You will be part of a team that ensures the efficient day-to-day operation of the office, and support the work of management and other staff. Spoken Communications is a technology company that provides cloud infrastructure for distributed/virtual call centers.

ESSENTIAL DUTIES:

  • Calendar management and scheduling for senior executives
  • Prioritizing tasks and escalating as needed for executives
  • Travel arrangements for executives and team members
  • Monitor administrative email account for action items and scheduling requests for team members
  • Coordinate schedules and appointments for multiple domestic and international time zones
  • Provide quality customer service both internally and externally
  • Prepare expense reports for executives and team members
  • Prepare and edit correspondence, reports, drafts, memos and emails
  • Prepare agendas and document packages for meetings as needed
  • General clerical duties including photocopying, fax and mailing
  • Maintain electronic and hard copy filing system
  • Handle requests for information, data and research
  • Record, compile, transcribe and distribute minutes of meetings
  • Coordinate and maintain records for staff, parking and petty cash
  • Assist with special events, programs, and projects as needed

EDUCATION AND EXPERIENCE NECESSARY:

  • Minimum 3 years of experience
  • College degree
  • Experience working with startups and other high pressure environments
  • Computer skills and knowledge Google Mail & Calendar, Word, Excel, PowerPoint, Skype, Webex.
  • Knowledge of operation of standard office equipment and on-line tools.
  • Knowledge of clerical and administrative procedures and systems such as filing and record keeping

KEY COMPETENCIES

  • Team player; comfortable with collaboration, open communication and reaching across functional borders
  • Excellent attention to detail and accuracy
  • Flexible and adaptable attitude and approach to problem solving
  • Clear and accurate verbal and written communication
  • Ability to cope with and respond to rapidly changing priorities and requirements
  • Ability to prioritize tasks and workload for self and executives
  • A strong focus on business outcomes and accountability
  • Proactive approach to issue ownership / resolution

NOC Manager

Title:  Network Operations Center Manager

Work Location: Charlotte, NC

Job Type:  Full Time

SUMMARY

We are looking for an enthusiastic customer-focused professional with a solid technical background and management experience to lead our NOC team.​ Spoken Communications is a technology company that provides cloud infrastructure for distributed/virtual call centers. This is a great opportunity to work in the rapidly growing area of cloud services.

ESSENTIAL DUTIES:

  • Manage the scheduling and day to day activities of our 24x7x365 NOC team as they monitor systems, respond to alerts and handle support requests from datacenter, virtual infrastructure, networking and internet access customers.​
  • Assign tickets, provide Level II support and escalate to engineering as required.​
  • Work directly with customers to manage and resolve issues and act as customer advocate to NOC and other teams to ensure performance is exceeding customer expectations.​
  • Provide analysis of NOC performance, monitoring and reporting on customer satisfaction and identifying opportunities for improvement in processes and systems.​
  • Mentor and train NOC team and new employees.​
  • Provide desktop support as required.​
  • Update and maintain training material, systems documentation and policy and procedures manuals.
  • Work with VP of Network Operations to improve NOC team capabilities and readiness.​
  • Prepares and presents activities and progress reports regarding the department's projects and ongoing operations.
  • Develops staffing plans and equipment schedules, ensuring efficient utilization of system resources and the requirement for 24-hour on-call service.​
  • Supports the evaluation, growth and development of new products and/​or services by conducting traffic analysis, performance modeling and forecasting.​
  • May plan and manage the selection of off-premise storage facilities and resources needed for recovery operations, and directs the establishment of related plans and procedures.
  • Develops and recommends changes to systems, policies, and procedures; ensures timely and accurate implementation.​
  • Participates in department and interdepartmental planning and management teams and works cross-functionally to improve processes within the organization.​
    Balances planning efforts with day to day demands.​
  • Responsible for several individual networks, including internal and internet-facing networks.
    Interface with and coordinate related vendor activities, including technical reviews and post-installation inspections.
  • Continuously track status of patching levels on all servers.
    Assist in troubleshooting major problems with systems, all the while keeping customers apprised of status.
  • Manage, maintain and test IT Disaster Recovery Plan.

EDUCATION AND EXPERIENCE NECESSARY

  • 3 years experience in an IT position utilizing Cisco switches, routers and firewalls.
  • 3 plus years experience with Windows Domain architecture.
  • Experience with virtualization technology, VMWare and Citrix.​
  • Previous management experience.​
  • Strong verbal and written communication skills.​
  • Able to lead a team, remain calm, be professional and work well with customers.​
  • Experience implementing, configuring and troubleshooting switches and routers.​
  • CCNA a plus.​
  • Understand networking protocols and able to troubleshoot LAN and WAN connectivity.​
  • General understanding of network security, DNS, firewalls, load balancers.​
  • Good documentation skills.​
  • Good analytical and problem solving skills.​
  • Ability to work independently without supervision.​
  • Be on call as scheduled.​
  • Bachelor's degree in Computer Science, Business Administration, MIS, Mathematics, or Engineering plus 6 years of Information Systems experience reflecting increasing levels of responsibility, to include supervisory or managerial experience.​
  • TIL Foundation Certification (a must-have for serious consideration) – and ITSM experience specifically applied to the running of an Operations Center.​
  • 5 - 7 years of experience managing a 24x7 support organization (NOC) including staffing, service level management and L1 support for all facets of IT.​
  • 3 - 5 years of experience managing out-sourced and cloud services vendors and associated contracts.​
  • Experience effectively presenting information to top management, public groups and boards of directors.​
  • Computer skill requirements include basic MS Access; intermediate MS Word, Excel and PowerPoint.​
  • Experience working with all levels and functions within the company.​
  • Skilled in resolving conflict as well as managing customer expectations.​