Managed Services - Network Voice Engineer

The Voice Engineer is responsible for implementing, administering, and supporting enterprise voice and unified communications (UC) platforms across voice, video, messaging, meetings, and mobility services.

This role requires strong hands-on experience with modern voice technologies and the ability to troubleshoot, manage, and optimize production environments.

The role will work closely with distributed engineers, customers, and cross-functional IT teams to deliver stable, secure, and high-quality voice services.

Essential Functions:

• Support day-to-day operations, administration, and maintenance of voice and UC platforms

• Implement voice solutions in on-prem, cloud, and hybrid environments

• Troubleshoot voice, video, messaging, and endpoint issues

• Participate in UC migration and deployment projects

• Monitor service performance, quality, and availability

• Maintain accurate system documentation and diagrams

• Assist with patching, maintenance windows, and upgrades

• Collaborate with networking and security teams on UC-related initiatives

• Provide customer and end-user support for voice services

• Participate in problem resolution and root-cause analysis

• Follow change management and ITSM processes, * Cisco Unified Communications Manager (CUCM)

• Microsoft Teams Phone System

• SIP Trunking and PSTN connectivity

• Strong knowledge with voice solutions including H.323, MGCP, SIP, SCCP protocols, codecs (G.711, G.729, etc.) and Digital/Analog telephony.

• Voice gateways and SBCs and Emergency Responder

• RTP, SRTP, SIP protocol fundamentals

• QoS support for voice workloads

Meetings & Voice Services:

• Microsoft Teams collaboration & meetings

• Cisco Webex Suite

• Video conferencing endpoints

Messaging & Unified Communications:

• Voicemail platforms

• Presence, IM, and collaboration tools

Contact Center Exposure Preferred:

• On-prem & Cloud contact center platforms

• Call flows, reporting, recordings

Security & Identity:

• RBAC and identity access controls

• Encryption, TLS / SRTP awareness

• Integration with Azure AD / O365

Monitoring & Tools:

• RTMT

• Monitoring tool

• Optional experience (is a plus):

• Service Now (ticketing tool)

• Phone deployment tools (Polycom Provisioning Manager)

• ACD (IPCC, Finesse, Genesys)

• Variphy

• IR (Integrated Research) monitoring tool

• Informast - Familiarity with multicast

• Phoneview

• Cisco UCS

• ESX V-Center

• Veeam

• Cabling and punch down tools / Fluke testers

• Bachelor's degree preferred or equivalent experience

• ITIL / ITSM familiarity preferred

• 3-5 years supporting enterprise voice or UC environments

• Experience in enterprise or MSP environments preferred

• Strong troubleshooting and customer service capability

• Experience supporting Cisco or similar technologies; Microsoft & Zoom preferred.

Preferred Certifications

• CCNP Collaboration (or equivalent)

• CCNA / CCNP Enterprise (networking focus)

• Microsoft Teams / Collaboration certifications

Professional Skills

• Fluent English language skills required: verbal and written communication.
• Self-motivated and disciplined.
• Strong stakeholder relationship management skills.
• Strong investigative and analysis skills.
• Strong technical and process design and implementation skills.
• Strong communication and presentation skills along with the ability to work in a highly collaborative environment.
• Strong customer focused and ability to manage customer expectations.