Voice Engineer
Found in: Appcast US C2 - 2 weeks ago
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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