Project Overview: The Organization is advancing its Unified Communications (UC) and Customer Experience (CX) capabilities through a modernized, hybrid voice services portfolio. This includes cloud-based and on-premise solutions such as Microsoft Teams Phone, Cisco Unified Communications Manager (CUCM), Five9 Contact Center (CCaaS), video intercom systems, and legacy telephony platforms.
In light of this initiative, we are seeking an experienced Senior Voice Engineer to play a critical role in designing, implementing, and optimizing secure, scalable, and high-performing voice and contact center solutions. This role supports mission-critical communications infrastructure, ensuring high availability, call quality, and seamless integration across enterprise systems and customer engagement platforms.
Position Responsibilities
· Lead the design, configuration, testing, deployment, and maintenance of cloud and on-premises voice and telecommunications solutions.
· Monitor and analyze system performance, call quality (QoS), and service availability, proactively identifying and resolving issues.
· Serve as a technical subject matter expert (SME) for enterprise voice and contact center technologies, supporting large-scale initiatives and modernization efforts.
· Provide Tier 3 escalation support for complex, high-impact incidents and problem management activities.
· Integrate and support third-party applications and services across platforms such as Teams Phone, Five9, and other UC/CCaaS solutions.
· Evaluate and assess risks and impacts of system updates, patches, and service changes, ensuring minimal disruption to operations.
· Collaborate cross-functionally with network engineering, cybersecurity, identity (Active Directory/Azure AD), and managed service providers to implement and support solutions.
· Lead and execute technical changes, ensuring compliance with formal change management processes (ITIL-aligned).
· Review and approve technical designs, configurations, and change requests for voice systems.
· Drive continuous improvement by recommending and implementing enhancements, new technologies, and service optimizations.
· Contribute to the development and execution of the long-term Unified Communications and Voice Services strategy.
Position Requirements
Required Qualifications
· 10+ years of experience in telecommunications and networking, with deep expertise in:
o PSTN, VoIP, SIP, SBCs
o UCaaS and CCaaS platforms
o Call center technologies and IVR systems
o Quality of Service (QoS) and voice traffic engineering
· Proven hands-on experience with:
o Cisco Unified Communications Manager (CUCM)
o Microsoft Teams Phone (Direct Routing/Operator Connect)
· Strong experience in cloud and hybrid voice architectures, including integration with enterprise IT environments
· Demonstrated ability to troubleshoot complex voice and network issues across distributed systems
· Experience supporting mission-critical, high-availability environments
· Strong understanding of change management, incident management, and problem management processes
Preferred Qualifications
· Experience with Five9 or similar Contact Center as a Service (CCaaS) platforms
· Experience working within federal, state, or local government environments
· Familiarity with security and compliance requirements in public sector or regulated environments
· Relevant certifications (preferred but not required), such as:
o Cisco (CCNP Collaboration or equivalent)
o Microsoft Teams Voice/Collaboration certifications
o ITIL Foundation or higher
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No Phone Calls Please
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