Senior Voice Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the administration, support, implementation, and continuous enhancement of Cisco-based voice and Unified Communications.

• Provide support for multiple customer environments utilizing strong technical knowledge.

• Ensure optimal availability, performance, and customer satisfaction across voice and contact center platforms.

• Work collaboratively with NOC, engineering, and service delivery teams to fulfill SLAs and meet customer expectations.

• Deliver operational support for Cisco Unified Communications platforms.

• Configure and provide support for Cisco Unified Communications Manager (CUCM), Unity Connection, gateways, and SIP integrations.

• Diagnose complex voice, call routing, and QoS issues in LAN/WAN environments.

• Develop and maintain technical documentation, standard operating procedures, and network diagrams.

• Engage in customer onboarding, migrations, upgrades, and platform lifecycle management.

⛳️ Requirements

• A minimum of 5 years of experience in supporting Cisco voice and collaboration solutions.

• Demonstrated experience in a managed services environment supporting multiple clients.

• Hands-on experience with CUCM, Webex Contact Center, Cisco UCCX, InformaCast, and CUBE.

• Extensive knowledge of Cisco CUCM, Unity Connection, SIP, and voice gateways.

• Familiarity with Webex Calling PSTN models.

• Strong grasp of networking fundamentals including TCP/IP, QoS, VLANs, and WAN technologies.

• Excellent analytical and troubleshooting skills, along with the ability to document and resolve complex, multi-layer issues.

• Outstanding written and verbal communication abilities.

• Experience with Cisco Webex Calling Dedicated Instance or hybrid Cisco cloud voice deployments.

• Knowledge of Microsoft Teams Phone or hybrid Cisco and Microsoft collaboration environments.

• Familiarity with monitoring and alerting tools such as LogicMonitor, BigPanda, and Control Hub analytics.

• Proficient in using Wireshark, packet captures, Cisco RTMT, and Control Hub troubleshooting.

• Exposure to automation or scripting languages such as PowerShell or Python.

• Previous experience working for a Managed Services Provider (MSP), NOC, or an outsourced IT support organization.

• CCNA or equivalent Cisco voice, network, or collaboration experience.

• CCNP Collaboration, Webex Calling, Webex Contact Center, or cloud voice training.

🏝️ Benefits

• Health, Vision, and Dental Insurance.

• Life Insurance.

• Health/Dependent Care Flexible Spending.

• 401(k) Plan.

• Short-Term and Long-Term Disability Coverage.

• Generous Vacation and Flex Time Off Programs.

• Company Paid Holidays.

• Training and Development Opportunities.