Job Description - Senior Voice Engineer, Unified Communications
TitleSenior Voice Engineer, Unified Communications (Managed Services)
DescriptionThe role of the Senior Voice Engineer, Unified Communications, is to plan, design, implement, and support enterprise voice and Unified Communications solutions to ensure the stable and reliable operation of iVision and client collaboration services. This role is responsible for developing, configuring, maintaining, supporting, and optimizing on-premises, hybrid, and cloud-based voice platforms.
The Senior Voice Engineer serves as a senior technical escalation point within the Managed Services organization, supporting complex client environments while operating within established SLAs, change management, and documentation standards. This role also provides technical leadership, mentorship, and guidance to mid-level and junior engineers.
Core Responsibilities- Design, implement, and support Cisco Unified Communications environments including CUCM, Unity Connection, IM & Presence, and Expressway (Core and Edge)
- Design, implement, and support Microsoft Teams Voice solutions including Calling Plans, Operator Connect, Direct Routing, Auto Attendants, Call Queues, and Voice Policies
- Lead and execute Cisco UC to Microsoft Teams Voice migrations, including coexistence planning, device strategy, number porting, and phased cutovers
- Provide Tier 3 / Tier 4 escalation support for complex voice incidents and performance issues
- Troubleshoot SIP signaling, media flow, call quality, and interoperability issues across Cisco and Microsoft platforms
- Integrate and support PSTN carriers, SIP trunks, SBCs, and E911 solutions
- Develop and maintain technical documentation including designs, diagrams, standards, and operational runbooks
- Participate in change management, incident management, and problem management processes
- Collaborate with network, security, and cloud engineering teams to ensure end-to-end solution integrity
- Assist with mentoring and knowledge transfer to other engineers within the practice
- Participate in on-call rotations and after-hours support as required
Position RequirementsFormal Education & CertificationFour-year university degree or college diploma in Computer Science or a related field and/or 8-10+ years of equivalent experience.
- Cisco CCNP Collaboration (or CCIE Collaboration)
- Microsoft Teams Administrator Associate
- Microsoft 365 or Collaboration-focused certifications
- ITIL (Managed Services process alignment)
Knowledge & Experience- 8-10+ years of experience supporting enterprise voice and Unified Communications environments
- Exceptional technical knowledge of Cisco Unified Communications platforms including CUCM, Unity Connection, IM & Presence, and Expressway
- Strong experience with Microsoft Teams Phone architecture, policies, and call routing models
- Hands-on experience with Cisco-to-Teams Voice migrations and hybrid coexistence scenarios
- Strong understanding of voice protocols and technologies including SIP, RTP, SRTP, TLS, codecs, and QoS
- Experience integrating SIP trunks, PSTN carriers, SBCs, and emergency calling solutions
- Experience operating in a Managed Services environment with SLAs, ticketing systems, and structured operational processes
- Ability to independently design and implement complex voice solutions across multiple client environments
- Strong troubleshooting, documentation, and communication skills
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