Job
Description
Job Summary We are seeking a highly skilled and experienced Senior Voice Engineer to join our team, specializing in the design, implementation, and Tier-3 support of enterprise voice and collaboration systems. The ideal candidate will have deep expertise in Microsoft Teams, AWS Connect, Ribbon SBC Edge devices, Cisco Unified Communications Manager (CUCM), and Zoom Phone . Additionally, hands-on experience troubleshooting the Verba call-recording platform is crucial. You will play a key role in ensuring the reliability, security, and performance of voice communication systems. Key Responsibilities Voice Infrastructure Management & Support Manage the Voice Estate , ensuring optimal performance and availability of voice collaboration platforms. Provide Tier-3 support for complex voice communication issues. Troubleshoot Verba recording, playback, and storage issues. Configure, troubleshoot, and maintain Microsoft Teams Direct Routing and voice integrations. Support and troubleshoot cloud-based call center platforms such as AWS Connect . Implement and maintain voice network security best practices to ensure system integrity. Participate in on-call rotations and weekend support as needed. Troubleshooting & Maintenance Resolve complex 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 of voice system configurations and procedures. Collaboration & Support Configure voice systems, including Microsoft Teams Direct Routing, Ribbon SBC, and Verba recording . Integrate and support cloud contact center (CC) platforms such as AWS Connect and Microsoft Teams . Design SIP trunking solutions, QoS policies, and disaster recovery plans . Work closely with network, security, and DevOps teams to ensure end-to-end voice service reliability . Mentor junior engineers and provide technical guidance. Documentation & Compliance Maintain network diagrams, SOPs, and configuration guides . Ensure compliance with security standards (GDPR, HIPAA) for voice traffic and call recordings. Qualifications & Experience Required Minimum of 12 years' experience as a Unified Communications Engineer in a large enterprise or global MNC environment . Hands-on experience in support and implementation of collaboration technologies . Strong experience in managing Verba Voice recording platforms . Expertise in managing Session Border Controllers (SBCs) such as Ribbon . Experience working with Cisco Call Manager and Microsoft PowerShell . Deep understanding of Microsoft Teams voice design and enterprise telephony integration . Strong understanding of unified communications platforms and their integration with Verba/Verint . Proficiency in network probes and packet capture analysis for troubleshooting. Strong analytical, troubleshooting, and problem-solving skills. Ability to work in a fast-paced, global team environment and collaborate effectively with cross-functional teams . Flexibility to support after-hours work, weekend activities, and on-call rotation when required. 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) Required Skills Sbc,microsoft teams,Cisco Voice
