VoIP / UC Engineer (MSP Environment)

Back Bay Networks is seeking a VoIP / Unified Communications Engineer to support and evolve voice and collaboration environments across our managed client base.

This is a hands-on engineering role focused on VoIP systems, SIP-based communications, and call flow design, with supporting network configuration as needed. You'll work across multiple platforms, including Elevate UC, Microsoft Teams Phone, and other hosted VoIP systems, helping clients deploy, troubleshoot, and optimize their communication infrastructure.

If you enjoy solving real-world call quality issues, working across diverse environments, and owning outcomes in an MSP setting, this role will give you the variety and autonomy to do it.

What You'll Do

VoIP & UC Engineering

• Design, configure, and support VoIP and UC systems across multiple client environments
• Build and maintain call flows, auto attendants, ring groups, hunt groups, and dial plans
• Deploy and support platforms such as Elevate UC, Teams Phone, RingCentral, or similar
• Manage SIP trunks, number provisioning, failover routing, and voice services

Troubleshooting & Optimization

• Diagnose and resolve call quality issues (latency, jitter, packet loss, one-way audio)
• Analyze SIP signaling and call paths to identify and resolve issues
• Monitor system performance and implement improvements to ensure reliability

Network Support (VoIP-Focused)

• Configure and troubleshoot VLANs, QoS, and network settings impacting voice traffic
• Work with firewalls and routers to ensure proper SIP/RTP handling (NAT, ACLs, QoS)
• Collaborate with internal engineers on network-related VoIP issues

Client & Service Delivery

• Work directly with clients to implement solutions and resolve issues
• Handle adds, moves, and changes (AMCs) across customer environments
• Coordinate with carriers and vendors to resolve external voice and routing issues
• Maintain clear, accurate documentation of systems, call flows, and configurations

Do you have a valid Driver's License license?, Do you have experience in VLAN?, * 2-5+ years of hands-on experience with VoIP or Unified Communications systems

• Experience with at least one platform (Elevate UC, Teams Phone, RingCentral, Zoom Phone, etc.)
• Strong understanding of SIP, call routing, and dial plans
• Solid networking fundamentals (VLANs, QoS, TCP/IP)
• Experience in troubleshooting call quality and connectivity issues
• Ability to manage work across multiple clients or environments

Nice to Have

• Experience with SBCs, media gateways, or ATAs
• Microsoft Teams Voice or VoIP-related certifications
• Firewall configuration for VoIP traffic (NAT, QoS rules, SIP handling)
• Experience with call center features (ACD, reporting, analytics)
• Prior experience in an MSP environment
• Basic cabling or low-voltage experience, * Valid driver's license and reliable transportation
• Ability to lift and install equipment when needed (network/telecom hardware)

Pulled from the full job description

• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Paid holidays, * Work across multiple VoIP and UC platforms, not just a single stack
• Gain exposure to real-world SIP and networking challenges across industries
• High-impact role with ownership over client communication systems
• Collaborative engineering team with opportunities to grow your skillset
• Fast-paced MSP environment with meaningful, varied work

Work Environment

• Travel within New England (~20-30% depending on projects)
• Occasional after-hours work for maintenance or critical issues (not a heavy on-call role)
• Work performed in office environments, network closets, and client sites

Compensation & Benefits

• Health, dental, and vision insurance
• Paid time off and holidays
• Company Vehicle for client travel
• Ongoing training and certification support