What are the responsibilities and job description for the Voice Engineer – IPT / UCaaS position at Cygnus Professionals?
Role Overview
We are seeking an experienced Voice Engineer with strong expertise in IPT (IP Telephony), UCaaS, and enterprise voice infrastructure support. The ideal candidate will have hands-on experience managing large-scale enterprise telecom environments, supporting global users, troubleshooting complex voice infrastructure issues, and coordinating with vendors/OEMs for operational excellence.
The engineer will support enterprise voice services for a global user base exceeding 10,000 users and will be responsible for incident management, telecom operations, voice infrastructure support, and end-user issue resolution.
Key Responsibilities
- Manage telecom operations and voice services for an enterprise environment supporting 10K users.
- Handle and troubleshoot critical IPT and voice-related incidents and service requests.
- Procure and manage telecom devices, including deployment, replacement, and lifecycle management.
- Support enterprise IPT infrastructure and resolve issues related to:
- Call routing
- Call quality
- Call path failures
- SIP connectivity
- Voice gateway issues
- UCaaS platform issues
- Provide support for:
- IPT phones
- Voice/data services
- Wireless services
- Billing and usage inquiries
- Coverage and connectivity issues
- Coordinate with OEMs, telecom vendors, field services, and local IT teams for:
- Device repairs
- Break-fix activities
- Loaner/spare device management
- Escalation handling
- Monitor incident queues and ensure timely resolution of incidents, service requests, and operational tasks.
- Work closely with global stakeholders, vendors, and support teams to maintain service availability and operational stability.
- Follow operational SLAs and ITIL-based support processes.
Required Technical Skills
IPT / Voice Technologies
- Strong hands-on experience with:
- Cisco CUCM
- Cisco Unity
- Cisco CUBE
- Voice Gateways
- SIP
- SCCP
- MGoogle Cloud Platform
- SME
- WXCC
- UCaaS platforms
Telecom & Voice Infrastructure
- Understanding of:
- Enterprise voice infrastructure
- Telecom expense management
- Voice/data/wireless services
- Call flow and call routing
- PSTN connectivity
- VoIP technologies
- Voice troubleshooting methodologies
Operations & Support
- Experience handling:
- Incident management
- User support
- Service requests
- Vendor coordination
- Break-fix support
- Telecom billing and usage analysis
Required Experience
- 5 years of relevant IPT / Voice Engineering experience
- Experience supporting enterprise/global telecom environments
- Hands-on experience with Cisco voice technologies and UCaaS platforms
- Experience working with global customers and distributed support teams
- Strong troubleshooting and communication skills
Preferred Skills
- ITIL process knowledge
- Experience with enterprise telecom migrations or deployments
- Exposure to cloud voice/UCaaS solutions
- Experience with telecom asset and expense management
Soft Skills
- Excellent verbal and written communication skills
- Strong stakeholder management skills
- Ability to work independently in high-pressure support environments
- Strong coordination and follow-up capabilities
- Customer-focused mindset with attention to detail