Voice Infrastructure Engineer

Role Name: Voice Infrastructure Engineer

Location: US - Remote

Job Summary:

A Voice Infrastructure Engineer is responsible for designing, implementing, maintaining, and optimizing an organization’s voice communication systems and telephony infrastructure. This includes Voice over IP (VoIP), PBX/UC platforms, call routing, session border controllers, and related network integrations to ensure high availability, voice quality, and secure voice services for internal and external users.

Key Responsibilities :

Voice System Design & Implementation

• Design, deploy, and configure voice systems and telephony platforms including VoIP solutions, IP PBX, SIP trunks, and call routing architecture.
• Integrate voice infrastructure with data networks and enterprise applications to support unified communications.

Operations, Monitoring & Maintenance

• Monitor voice system performance, call quality, and capacity to ensure high availability and reliability.
• Perform routine maintenance, upgrades, and patching of voice systems and associated infrastructure.
• Troubleshoot and resolve voice-related issues including quality problems, latency, packet loss, and system outages.

Security & Compliance

• Apply security best practices for voice networks and ensure compliance with industry and regulatory standards.

Documentation & Support

• Maintain accurate technical documentation including system configurations, network diagrams, operating procedures, and disaster recovery plans.
• Provide technical support, training, and escalation assistance to IT teams and end users.

Collaboration

• Work closely with cross-functional IT teams (network, security, applications) and vendors to deliver integrated solutions.
• Participate in planning and implementation of voice infrastructure projects and upgrades.

Required Skills & Qualifications:

• Bachelor’s degree in Computer Science, Telecommunications, Information Technology, or a related field (or equivalent work experience).
• Proven hands-on experience with voice communication systems, VoIP/SIP protocols, PBX/UC platforms, and session border controllers.
• Strong understanding of network fundamentals (TCP/IP, QoS, routing, switching) as they relate to voice infrastructure.
• Experience with troubleshooting tools such as packet capture (e.g., Wireshark) and voice diagnostic tools.
• Ability to analyze complex systems, perform root-cause analysis, and implement long-term solutions.
• Excellent communication, documentation, and teamwork skills.

📌 Preferred / Nice-to-Have

• Certifications in voice technologies or networking such as Cisco CCNA/CCNP Collaboration, Microsoft Teams Voice, or similar.
• Experience with cloud-based contact center or unified communications platforms (Genesys Cloud, Amazon Connect, Salesforce Voice, etc.).
• Familiarity with disaster recovery plans, business continuity for voice systems, and voice security frameworks.