Voice Engineer

Job Description Summary:

Salary Range - 85-100k

Our client is seeking an experienced and passionate Voice Engineer to join their team. The Voice Engineer will manage all enterprise voice platforms including contact centers. The role is responsible for leading efforts to support and maintain existing solutions while designing new capabilities that enhance the user/customer experience. The ideal candidate must have excellent technical expertise, project and time management abilities, proven problem resolution skills, and a drive to incubate new ideas and solutions.

Critical Job Functions:

- Provide technical expertise in implementing voice network infrastructure including platforms like Five9, MS Teams, Cisco Call Manager, Unity, voice gateways, and SIP implementation/migration.

- Contribute to long-term unified communications design strategy, roadmap, core architecture, engineering standards, and best practice guides.

- Diagnose, resolve, and follow up on incidents, problems, and alarms regarding phone systems, voice networks, and contact center applications.

- Provide daily administration for voice infrastructure including requests for new phones, headsets, voicemail, auto-attendant, call flows, and system upgrades.

- Identify voice issues/risks and develop mitigation plans.

- Design, implement, support, and evaluate voice system tools and services.

- Evaluate and recommend new voice SIP products and technologies.

- Participate in tier 2 and 3 voice operations support.

- Maintain 24/7/365 coverage and support for voice systems.

- Define, plan, and coordinate unified communications projects.

Job Requirements:

- Bachelor's in computer science, information systems, or related field.

- 4+ years supporting Cisco unified communications & contact centers.

- Experience with SIP CUBE gateways, Cisco phones/voice gateways, PRI/analog circuits, UCCX scripting.

- Experience with enterprise/express contact center solutions.

- Good understanding of network principles.

- Enthusiastic learner able to teach and mentor teammates.

- Excellent written/verbal communication skills with keen attention to detail.

- Detail-oriented, collaborative work ethic with ownership and responsibility.

- Tenacious problem-solving and adherence to methodologies/best practices.

- Strong attention to detail and follow-up.

- Demonstrated customer service skills.

- Ability to prioritize and meet deadlines across multiple activities.

- Strong interpersonal skills to work effectively across teams and customers.

- 7+ years IT experience preferred.

- Experience with Five9 contact center preferred.

Compensation & Benefits:

- Competitive salary range

- Paid time off

- Medical, dental, vision, life insurance

- 401k

Our client is building something special with great people, a winning culture, and a differentiated offering. Join them to grow your career!

Requirements

- Bachelor's in computer science, information systems, or related field.

- 4+ years supporting Cisco unified communications & contact centers.

- Experience with SIP CUBE gateways, Cisco phones/voice gateways, PRI/analog circuits, UCCX scripting.

- Experience with enterprise/express contact center solutions.

- Good understanding of network principles.

- Enthusiastic learner able to teach and mentor teammates.

- Excellent written/verbal communication skills with keen attention to detail.

- Detail-oriented, collaborative work ethic with ownership and responsibility.

- Tenacious problem-solving and adherence to methodologies/best practices.

- Strong attention to detail and follow-up.

- Demonstrated customer service skills.

- Ability to prioritize and meet deadlines across multiple activities.

- Strong interpersonal skills to work effectively across teams and customers.

- 7+ years IT experience preferred.

- Experience with Five9 contact center preferred.

Benefits

- Paid time off

- Medical, dental, vision insurance

- Life insurance

- 401k