Lead I - Cloud Infrastructure Services

Job Description

We are seeking a highly skilled and experienced Voice Engineer to join our team, specializing in the design, implementation, and Tier-3 support of voice communication platforms. The ideal candidate will have extensive expertise in Verba call-recording platforms , Microsoft Teams voice , cloud-based call centers (AWS Connect) , Ribbon SBC devices , Cisco Unified Communications Manager (CUCM) , and Zoom Phone . This role is crucial in ensuring the reliability, security, and performance of enterprise voice systems. Key Responsibilities Voice Platform Management & Support: Provide L3 support and manage the voice infrastructure to ensure optimal performance. Troubleshoot and resolve issues related to Verba call recording , playback, and storage. Configure, troubleshoot, and maintain Microsoft Teams Direct Routing and voice integrations. Support and maintain cloud-based call center platforms like AWS Connect . Ensure security, compliance, and integrity of voice communication systems. Troubleshooting & Maintenance: Diagnose and resolve voice quality issues (jitter, latency, packet loss) using tools like Wireshark, SolarWinds . Perform firmware upgrades and patching of VoIP devices. Configure and optimize Ribbon SBC configurations. Create and maintain detailed documentation for voice system configurations and procedures. Collaboration & Project Support: Configure and integrate MS Teams Direct Routing, Ribbon SBC, and Verba recording . Design SIP trunking solutions, QoS policies, and disaster recovery plans . Work closely with network, security, and DevOps teams to ensure reliable voice services. Provide Tier-3 support for critical incidents and mentor junior engineers. Documentation & Compliance: Maintain network diagrams, SOPs, and configuration guides . Ensure compliance with GDPR, HIPAA, and other security standards for voice traffic and call recordings. Qualifications & Experience Minimum 12 years of experience in Unified Communications Engineering within a large enterprise or global MNC. Strong hands-on experience in Verba Voice Recording Platform support and management. Expertise in Session Border Controllers (SBCs) such as Ribbon . Experience with Cisco Call Manager (CUCM) and Microsoft PowerShell . Deep understanding of Microsoft Teams voice design and enterprise telephony integration . Strong troubleshooting skills using network probes and packet capture analysis . Ability to work in a fast-paced, global team and collaborate with cross-functional teams. Flexibility to support after-hours work, weekend activities, and on-call rotation as needed. Preferred Certifications (Optional but Beneficial) Microsoft Teams Voice Engineer Associate (MS-700/720) Cisco Certified Network Associate (CCNA) - Collaboration Cisco Certified Network Professional (CCNP) Microsoft Teams Administrator Certifications Ribbon SBC Professional Certification ITIL Certification (Preferred)