Job
Description
Role Description We are seeking a skilled Voice Engineer to lead and maintain enterprise-grade voice and collaboration infrastructure. The ideal candidate should have hands-on expertise in Cisco Unified Communications Manager (CUCM), cloud-based UC platforms like AWS Connect, Microsoft Teams, Zoom, SBC Edge devices, and Verba Voice recording platforms. This role ensures seamless integration, security, and performance of voice services across hybrid environments. Key Responsibilities Manage and maintain the Voice Estate, ensuring optimal performance and availability. Perform capacity planning, monitoring, and maintenance of voice infrastructure. Collaborate with global, cross-functional teams in a multi-locational, matrixed environment. Work closely with Service Desk, Platforms, Information Security, and End User Services teams to ensure smooth voice operations. Take ownership of incidents, problems, and issues, ensuring timely resolution within SLAs/OLAs. Provide technical expertise for change requests, project work, and ongoing maintenance (e.g., firmware upgrades and patch cycles). Administer and optimize Session Border Controllers (SBCs) such as Sonus/Ribbon voice gateways. Support and configure Cisco Call Manager, Cisco Meeting Server, and Expressway-C/Expressway-E. Manage and maintain Verba Voice recording platforms. Administer and monitor voice devices through Logic Monitor. Support Power BI for voice device monitoring. Utilize network probes and packet capture analysis for troubleshooting and performance optimization. Maintain and enhance Standard Operating Procedures (SOPs) and documentation related to voice infrastructure. 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, patching, and system health checks. Monitor and optimize SBC configurations (Ribbon, AudioCodes). Collaboration & Support Configure voice systems (Cisco Unified CM, MS Teams Direct Routing, Ribbon, AudioCodes SBC). Integrate legacy PBX systems with cloud UC platforms (e.g., Teams Phone System, Zoom Phone). Design SIP trunking solutions, QoS policies, and disaster recovery plans. Work with network, security, and DevOps teams to ensure end-to-end voice service reliability. Provide Tier 2/3 support for critical incidents and mentor junior engineers. Documentation & Compliance Maintain detailed network diagrams, SOPs, and configuration guides. Ensure compliance with security standards (GDPR, HIPAA) for voice traffic and call recordings. Qualifications And Experience Required Minimum 7 years’ experience as a Unified Communications Engineer in a large enterprise or global MNC environment. Hands-on experience in support and implementation of VoIP Technologies. Strong experience in managing Verba Voice recording platforms. Expertise in managing Session Border Controllers (SBCs) such as Ribbon/Audiocodes. Experience working with Cisco Call Manager and Microsoft PowerShell. Deep understanding of Microsoft Teams voice design and enterprise telephony integration. Experience in certificate management for maintaining the voice infrastructure. 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 Ribbon SBC Professional ITIL Certification (Preferred) Skills Microsoft Exchange,Voice Networking,Mobile Device Management
