Service Delivery Voice Engineer I

The Integrated Voice Engineer I is responsible for supporting the installation, configuration, and maintenance of enterprise voice communication systems and contact center platforms. The role emphasizes reliable agent operations, system reporting, and workflow enablement, and involves troubleshooting voice networks and phone systems, user account management, performance monitoring, system audits, and ensuring compliance with security and regulatory standards. The position offers hands-on experience with a range of technologies-voice gateways, SIP trunks, dial plans, Calabrio, CUIC, Finesse, Webex/Jabber, CCMP-while collaborating closely with senior engineers and cross-functional teams. Attention to detail, problem-solving, documentation, and communication are vital.

Install, configure, and maintain voice communication systems and equipment (IP phones, gateways, routers, contact center apps)

Assist with setup and first-line troubleshooting of Voice Gateways, including SIP trunk and MGoogle Cloud Platform implementations

Leverage Oracle SBC for end-to-end SIP communication troubleshooting

Support dial plan changes, call routing checks.

Provide operational support for contact center platforms and agent readiness (account creation, team setup, access alignment)

Support Cisco Finesse login/profile issues; guide users through best-practice workflows

Administer Calabrio at Tier 1 (user provisioning, MACD, first-level troubleshooting)

Assist in building/troubleshooting Unimax 2nd Nature/Help One workflows

Support CUIC usage (user login, report running, template maintenance)

Day-to-day technical support for WebEx/Jabber.

Use Cisco Script Editor for UCCE scripting and IVR/IVA implementations (conditional call routing)

Perform regular system updates, upgrades, and patches; follow change management

Monitor/analyze voice network and application performance; escalate issues per runbooks

Collaborate with infrastructure, security, and application teams to integrate systems and ensure compliance

Conduct routine audits, maintain documentation, contribute to knowledge bases/training materials

Participate in on-call rotation for after-hours support, incident triage, remediation, and escalation

Required Skills and Qualifications

- Foundational proficiency in PBX/VoIP system administration (configuration, troubleshooting)

- Knowledge of telephony protocols/media (SIP, RTP, H.323 concepts)

- Familiarity with voice hardware (IP phones, gateways, routers)

- Understanding of network fundamentals (VLANs, QoS, DHCP, DNS, NAT); ability to follow call flow traces

- Basic exposure to contact center tools/workflows: CCMP, Finesse, CUIC, WebEx/Jabber, Calabrio

- Ability to follow runbooks for VG setup/troubleshooting and SIP trunk verification; awareness of dial plan concepts

- Strong problem-solving, communication, and customer support skills

- Ability to document procedures and maintain accurate records

- Ability to work independently, manage priorities, and collaborate with teams

Preferred Experience

- Hands-on experience with Cisco voice/contact center platforms (CUCM, CUBE/VG, UCCX/UCCE, CCMP, Finesse, CUIC)

- Experience with CUIC report creation and template library maintenance

- Calabrio user lifecycle and Tier 1 troubleshooting experience

- Exposure to workflow building/support in Unimax 2nd Nature/Help One or similar tools

- Familiarity with SIP trunk setup, interoperability testing, and cutover readiness

- Experience using Oracle SBC for SIP troubleshooting

- Experience with Cisco Script Editor for UCCE and IVR/IVA scripting (conditional call routing)

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.