Voice Engineer

2 weeks ago

Dallas, United States Apex Systems Full time

Title: Voice Engineer

Location: Remote - *Must currently reside in Texas*

Job Type: 4 month contract to hire

Schedule: Monday through Friday standard shift

Travel: Occasional - Will need to come in office as needed for annual events or quarterly meetings

Interview Process: 2 rounds

Job Overview: Responsible for planning, configuring, optimizing, and maintaining telephony environments and applications across the organization. Analyzes and resolves application issues. Ensures a scalable, secure, and redundant telephony infrastructure that complies with Frost specifications and security standards.

Day-to-Day:

  • Plan, implement, configure and support telephony applications.
  • Respond to, troubleshoot, and resolve complex escalated telephony-related tickets and issues.
  • Perform root cause analysis, establish return to service, and document resolution strategies.
  • Collaborate with other IT teams, management, and lines of business to provide troubleshooting assistance for large-scale outages and implement telephony infrastructure for cross-functional projects across the organization.
  • Implement approved telephony enhancement projects.
  • Develop and maintain documentation and procedures for voice administration.
  • Maintain documentation and procedures for Voice engineering.
  • Maintain an in-depth knowledge of current and emerging voice principles and industry standards.
  • Assist other Voice Engineering team members.
  • Perform all other duties as assigned.

QUALIFICATIONS AND SPECIFICATIONS:

Required:

  • Bachelor’s degree in Information Technology, Computer Engineering, in a related field, or equivalent experience
  • 3+ years of telephony systems design, implementation and/or engineering
  • Experience in TCP/IP networking and troubleshooting tools such as Wire Shark as it relates to troubleshooting VoIP signaling and media
  • Experience in VoIP signaling (H323, SIP, WebRTC)
  • Experience troubleshooting SIP message flows and complex call flows in a multi-vendor platform environment
  • Experience with maintaining/implementing Avaya Experience Portal or cloud/on-premises IVR platforms
  • Experience with VoIP W/LAN concepts, considerations and best practices
  • Experience in ancillary technologies that help govern IP-based interactions: firewalls, routers, MPLS networks, media relays, reverse proxies etc.
  • Knowledge of core IT infrastructure components and dependencies(Active Directory, NMS, SMTP,NTP servers etc.)
  • Experience with maintaining/supporting an enterprise on-premises/cloud voice solution
  • Excellent communication skills (oral/written) and ability to work in a team, cross framework collaborative environment
  • Excellent analytical skills – diagnosing problems and defining root cause analysis
  • Proficient in Microsoft computer applications

Preferred:

  • Experience with a scripting language
  • Strong understanding of security requirements in relation to IP telephony products and services: tls ciphers, certificates, ssl etc.
  • Configuration knowledge of VMWare, vSphere
  • Experience with Microsoft Teams Phone System and supporting Direct Routing
  • Experience with latest cloud Voice Solutions and knowledge of implementation/migration strategies
  • Expertise in centralized SIP Trunking with industry known SBCs - AudioCodes, Ribbon, Oracle or Avaya
  • Expertise in E911 strategies, best practices and implementation experiences
  • Understanding of SIP, H323 and WebRTC integration and interoperability in an Avaya/other environment
  • Good level of cloud-based experience. AWS, Google, Azure based platforms in relation to telephony deployments/designs
  • Experience with working with call recording systems, WFM, CTI and reporting systems typical in a Contact Center environment

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