Senior Voice Engineer (Only W2)

Job Title

Senior Voice Engineer

Position Summary (Summary of the Role)

Client is seeking a Senior Voice Engineer with strong expertise in Microsoft Teams Voice and Unified Communications to support the design, implementation, configuration, and management of our enterprise voice infrastructure. This role will be responsible for maintaining and optimizing Teams Phone solutions, Direct Routing, and related voice services while ensuring a seamless communication experience across the organization.

The successful candidate will provide technical support and guidance to internal stakeholders and external partners through Teams, phone, email, chat, and in-person interactions. We are looking for a self-motivated professional with strong analytical, organizational, and communication skills who thrives in a fast-paced, diverse environment. The ideal candidate is a collaborative team player with the ability to work effectively across cross-functional teams and drive successful outcomes.

Key Responsibilities

· Analyze, troubleshoot, and resolve issues related to Microsoft Teams Phone, Direct Routing, Operator Connect, and related unified communications services.

· Provide Tier 2 and Tier 3 technical support for the enterprise Microsoft Teams Voice environment and supporting voice infrastructure.

· Investigate and resolve incidents directly with end users, documenting troubleshooting steps, root cause analysis, and resolutions within the ITSM/ticketing platform.

· Collaborate with telecommunications carriers, Microsoft, and third-party vendors to maintain the stability, performance, and availability of Teams Voice services.

· Escalate complex issues to appropriate internal teams, vendors, or Microsoft support when required to ensure timely resolution.

· Support enterprise voice, video, and collaboration services, including troubleshooting SIP signaling, call quality, network connectivity, and media traffic.

· Design, develop, and maintain voice routing, dial plans, voice policies, auto attendants, call queues, and contact center integrations within Microsoft Teams.

· Design, implement, and support SIP trunking, Direct Routing, and carrier connectivity solutions.

· Lead and support migrations from legacy telephony platforms and carrier-based services to centralized Microsoft Teams Phone solutions.

· Execute approved changes and enhancements to the voice environment while minimizing business impact and service disruptions.

· Plan, coordinate, and perform Microsoft Teams Voice maintenance activities, software updates, security patches, and platform upgrades.

· Create and maintain accurate technical documentation, operational procedures, diagrams, and knowledge base articles for Teams Voice services.

· Monitor system health, call quality, capacity, and performance trends using Microsoft and third-party monitoring tools; recommend improvements as needed.

· Participate in incident response, problem management, and continuous service improvement initiatives.

· Perform other duties as assigned.

Expectations

· Full-time, on-site position based in Irving preferred, but not required.

· Occasional after-hours support may be required.

· Contractor will be required to be on call one week out of the month.

Years of Experience

· 5+ years’ experience managing enterprise systems (Cisco, MS Teams) is preferred 

Required Qualifications (Non-Negotiable)  

· Strong diagnostic and problem-solving skills 

o Active listening and analysis to identify issues or problems 

o Research and creativity to identify a solution to the issue or problem 

o Ability to communicate resolutions in a simple, easy to understand manner 

· Communication skills 

o Verbal and written – via phone, email, chat, etc. 

o Must be able to clearly communicate instructions and current tasks 

o Must be able to describe technical items to non-technical users 

· Multi-tasking skills 

o Ability to help a team member or customer real-time while performing other tasks 

Education & Certification Requirements

· 3+ years’ experience managing enterprise systems (Cisco, MS Teams) is preferred 

· Knowledge and understanding of common VoIP protocols (e.g., SIP, H323, MGoogle Cloud Platform, RTP, etc.) 

· Strong knowledge/experience on Cisco CUCM, Finesse, MS Teams voice services. 

Preferred Industry Experience

· Convenience Retail, Fuel Operations, Supply Chain