Practice/Department: Managed Services
Position Title: Network Voice Engineer (Unified Communications & Collaboration) Position Location: Virtual in the US
Schedule: 8 hrs. Shifts rotation
Job Summary: 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
Required Skills/Abilities/Competencies: Voice & Call Control Platforms:
Cisco Unified Communications Manager (CUCM)
Microsoft Teams Phone System
SIP Trunking and PSTN connectivity
Strong knowledge with voice solutions including H.323, MGoogle Cloud Platform, 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
Education and Experience: 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.
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