Voice Engineer – IPT / UCaaS

Role Overview

We are seeking an experienced Voice Engineer with strong expertise in IPT (IP Telephony), UCaaS, and enterprise voice infrastructure support. The ideal candidate will have hands-on experience managing large-scale enterprise telecom environments, supporting global users, troubleshooting complex voice infrastructure issues, and coordinating with vendors/OEMs for operational excellence.

The engineer will support enterprise voice services for a global user base exceeding 10,000 users and will be responsible for incident management, telecom operations, voice infrastructure support, and end-user issue resolution.

Key Responsibilities

• Manage telecom operations and voice services for an enterprise environment supporting 10K+ users.
• Handle and troubleshoot critical IPT and voice-related incidents and service requests.
• Procure and manage telecom devices, including deployment, replacement, and lifecycle management.
• Support enterprise IPT infrastructure and resolve issues related to:
  • Call routing
  • Call quality
  • Call path failures
  • SIP connectivity
  • Voice gateway issues
  • UCaaS platform issues
• Provide support for:
  • IPT phones
  • Voice/data services
  • Wireless services
  • Billing and usage inquiries
  • Coverage and connectivity issues
• Coordinate with OEMs, telecom vendors, field services, and local IT teams for:
  • Device repairs
  • Break-fix activities
  • Loaner/spare device management
  • Escalation handling
• Monitor incident queues and ensure timely resolution of incidents, service requests, and operational tasks.
• Work closely with global stakeholders, vendors, and support teams to maintain service availability and operational stability.
• Follow operational SLAs and ITIL-based support processes.

Required Technical Skills

IPT / Voice Technologies

• Strong hands-on experience with:
  • Cisco CUCM
  • Cisco Unity
  • Cisco CUBE
  • Voice Gateways
  • SIP
  • SCCP
  • MGoogle Cloud Platform
  • SME
  • WXCC
  • UCaaS platforms

Telecom & Voice Infrastructure

• Understanding of:
  • Enterprise voice infrastructure
  • Telecom expense management
  • Voice/data/wireless services
  • Call flow and call routing
  • PSTN connectivity
  • VoIP technologies
  • Voice troubleshooting methodologies

Operations & Support

• Experience handling:
  • Incident management
  • User support
  • Service requests
  • Vendor coordination
  • Break-fix support
  • Telecom billing and usage analysis

Required Experience

• 5+ years of relevant IPT / Voice Engineering experience
• Experience supporting enterprise/global telecom environments
• Hands-on experience with Cisco voice technologies and UCaaS platforms
• Experience working with global customers and distributed support teams
• Strong troubleshooting and communication skills

Preferred Skills

• ITIL process knowledge
• Experience with enterprise telecom migrations or deployments
• Exposure to cloud voice/UCaaS solutions
• Experience with telecom asset and expense management

Soft Skills

• Excellent verbal and written communication skills
• Strong stakeholder management skills
• Ability to work independently in high-pressure support environments
• Strong coordination and follow-up capabilities
• Customer-focused mindset with attention to detail