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  • Italy
  • Full-Time
  • Position #320

Location: Italy

Position Description

  • The FAE is part of the EMEA Services Team.
  • The main focus of this Post-sale position is to deliver professional Services which include remote and on-site implementations of AudioCodes’ equipment.
  • It includes effective diagnosis, documentation, and resolution of 2nd/3rd tier issues.
  • The FAE is responsible for the implementation delivery cycle, or problem resolution cycle; from responding to initial trouble reports, to reproducing issues in our lab and/or escalating into Engineering as needed, to solution delivery and follow-up.
  • May also support pre-sales engineering activities, POCs and customer training.
  • The position involves the following responsibilities:
    • Direct handling of Professional Services activities
    • Onsite and Remote sessions
    • Troubleshooting & Debugging
    • Reproducing issues in the lab
    • Ensuring High Customer Satisfaction
    • Interfacing with backend support/R&D for L4
    • Status reporting to customers
    • Out of hours work
  • This position requires exceptional organizational, troubleshooting, and communication skills, as well as patience, persistence, and a desire to help customers achieve success with our products.
  • Traveling within EMEA is required as well as off hour’s installations and support.


  • Bachelor’s degree Engineering or University Diploma in Telecommunications, Electrical Engineering or Computer Science.
  • 3 years’ experience in a customer-facing technical role.
  • In-depth, hands-on experience with Telecommunications equipment (e.g. Voice & UC technologies, Data networking equipment, PSTN protocols, VoIP protocols, TCP/IP, MS Servers infrastructure, etc.)
  • Data Networking and Telephony In-depth experience (e.g. working with Cisco, Hands-on, QOS, Dynamic Protocols, IPsec, Routing and Bridging).
  • Experience writing application notes & technical / project documents
  • Excellent English written and oral communication skills.


  • Working with Microsoft Unified Communications solutions (Teams)
  • SBC experience, Working with Ribbon, Acme Packet, AudioCodes, Avaya, Cisco, Patton, Sangoma technologies or solutions
  • Working in an OEM/Vendor or Service Provider, dealing with Telephony, ACD, PBX, Voice Communication systems or solutions
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