Remote Customer Service Lead Engineer – Voice Infrastructure & Open‑Source Telephony (Hybrid/Flex) – $25/hr – CA – arenaflex

About arenaflex – A Global Leader in Retail & Technology

arenaflex is a Fortune 50 powerhouse that touches the lives of millions of consumers every day. With more than 400,000 team members worldwide, we blend the energy of a beloved retail brand with the innovation of a cutting‑edge technology organization. Our mission is simple yet profound: to help families across the globe enjoy the everyday moments that matter most. By investing in the communities where we live, work, and play, we create an environment where relationships thrive, talent grows, and every employee can succeed as part of the arenaflex family.

Why This Role Matters

As a Remote Customer Service Lead Engineer you will be the technical anchor for arenaflex’s Voice Infrastructure team. You’ll design, build, and maintain the open‑source telephony platforms that power communication across our headquarters, stores, and distribution centers—more than 2,000 locations worldwide. Your work ensures that customers, partners, and internal users experience reliable, high‑quality voice services, whether they’re placing an order online, calling a store for assistance, or coordinating logistics behind the scenes.

Key Responsibilities

• Architect & Deploy Telephony Solutions: Lead the design, configuration, and ongoing optimization of open‑source voice platforms such as Asterisk and Kamailio.
• Maintain High Availability: Implement redundancy, monitoring, and fail‑over mechanisms to guarantee 99.99% uptime for voice services.
• DevOps Automation: Build CI/CD pipelines, automate deployments, and use APIs to streamline service provisioning and updates.
• Hardware Management: Oversee Voice‑over‑IP hardware, including amplifiers, speakers, call‑buttons, and paging systems.
• Dashboard & Reporting: Create real‑time dashboards for performance tracking, incident response, and capacity planning.
• Collaboration & Stakeholder Engagement: Partner with cross‑functional technical teams, business analysts, and offshore support groups to translate requirements into robust solutions.
• Incident Management: Lead rapid response to service disruptions, coordinate with security and support teams, and drive root‑cause analysis.
• Continuous Learning & Innovation: Stay current with emerging telephony technologies, evaluate new tools, and champion proof‑of‑concept initiatives.
• Documentation & Best Practices: Produce clear technical documentation, standard operating procedures, and contribute to knowledge‑sharing forums.

Essential Qualifications

• Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent practical experience).
• Minimum 3 years of software development experience, with a focus on telephony or real‑time communications.
• Hands‑on experience with open‑source telephony stacks (Asterisk, Kamailio, or comparable platforms).
• Proficiency in scripting and automation languages (e.g., Python, Bash) and familiarity with CI/CD tools such as Jenkins, GitLab CI, or Azure DevOps.
• Demonstrated ability to design scalable, high‑performance systems and troubleshoot complex production issues.
• Strong verbal and written communication skills; ability to convey technical concepts to non‑technical stakeholders.
• Self‑motivated learner with a passion for staying ahead of technology trends.

Preferred Qualifications & Skills

• Experience with Session Border Controllers (SBCs) and SIP protocol intricacies.
• Background in managing large‑scale VoIP deployments across distributed environments.
• Knowledge of cloud‑native architectures (AWS, Azure, GCP) and containerization (Docker, Kubernetes).
• Familiarity with database lifecycle management, including relational and NoSQL solutions.
• Previous exposure to disaster‑recovery planning and execution for mission‑critical services.
• Certifications such as CCNA, CCNP, or relevant open‑source telephony credentials.

Core Competencies for Success

• Analytical Mindset: Ability to dissect complex problems, identify root causes, and propose elegant solutions.
• Collaboration: Works effectively with diverse teams, fostering a culture of shared ownership and mutual respect.
• Adaptability: Thrives in a fast‑changing environment, balancing multiple priorities while maintaining quality.
• Customer‑Centric Focus: Keeps the end‑user experience at the forefront of every technical decision.
• Leadership: Mentors junior engineers, drives technical discussions, and influences architectural direction.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its team members. In this role you will have access to:

• Structured learning paths through our internal Dream to Be platform, offering tuition‑free courses from over 250 industry‑aligned programs.
• Mentorship from senior architects and industry veterans who guide your technical and leadership growth.
• Opportunities to lead high‑visibility projects that directly impact millions of customers worldwide.
• Cross‑functional rotations that broaden your expertise beyond voice infrastructure into areas such as cloud services, data analytics, and security.
• Attendance at global tech conferences, hackathons, and internal innovation challenges.

Work Environment & Culture at arenaflex

Our culture is built on three pillars: Care, Grow, Win Together. We celebrate diversity, encourage curiosity, and empower every employee to bring their authentic self to work. Whether you’re collaborating in a bustling office hub or joining us remotely, you’ll experience:

• A hybrid/flex work model that balances on‑site collaboration at our headquarters in Minnesota with the freedom to work from anywhere in the United States.
• Inclusive employee resource groups that champion equity, sustainability, and community outreach.
• Regular virtual town halls, team‑building events, and recognition programs that highlight individual and collective achievements.
• State‑of‑the‑art collaboration tools, secure VPN access, and a robust IT support ecosystem.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly rate of $25 per hour, complemented by a comprehensive benefits package designed to support you and your family:

• Medical, dental, vision, and prescription coverage with low employee contributions.
• Generous paid time off, including company‑wide holidays, vacation accrual, and sick leave.
• Family‑friendly benefits such as paid parental leave, adoption assistance, and fertility support.
• Wellness programs that provide 24/7 confidential access to mental‑health counselors, self‑guided therapy apps, and wellness stipends.
• Retirement savings options through a 401(k) plan with up to 5% company match.
• Employee discount of 10% on arenaflex merchandise and an additional 20% discount on health‑related products.
• Access to a credit union, financial counseling, and tuition reimbursement for continued education.
• Flexible work schedules, ergonomic home‑office allowances, and technology stipends.

How to Apply

If you are ready to shape the future of voice communication for a global retail leader, we want to hear from you. Bring your expertise, curiosity, and passion for innovation to arenaflex and help us deliver seamless, reliable experiences to millions of customers every day.

Apply Now – Join arenaflex Today!