Job
Description
Lead the planning, deployment, and maintenance of enterprise voice infrastructure (VoIP, PBX, SIP, etc.). Manage unified communications platforms (Cisco CUCM, Microsoft Teams, Zoom, Avaya, etc.). Design and implement voice architecture, call flows, dial plans, and QoS strategies. Troubleshoot complex voice issues involving call quality, dropped calls, and SIP trunking. Maintain and optimize telephony environments including gateways, session border controllers (SBCs), and voicemail systems. Oversee integrations with third-party platforms like contact center systems (e.g., Genesys, Cisco UCCX, Five9). Ensure voice systems meet business continuity, disaster recovery, and compliance requirements. Monitor and report on performance metrics, capacity, and call quality analytics. Develop and maintain voice-related documentation including network diagrams and standard operating procedures. Serve as an escalation point for L2 support teams and provide technical leadership. Collaborate with network, security, and application teams to ensure seamless operation. Manage vendor relationships and lead contract or service-level agreement (SLA) discussions. Requirements: Education & Experience: Bachelors degree in Telecommunications, Information Technology, or a related field. 7+ years of experience in voice/network engineering with at least 2 years in a lead or senior technical role. Technical Skills: Strong knowledge of VoIP protocols (SIP, RTP, MGCP, H.323).
