Junior Voice Engineer

Position Title: Junior Voice Engineer

The Junior Voice Engineer supports the administration, maintenance, and troubleshooting of enterprise voice and unified communications systems. Working under the guidance of senior engineers, this role helps maintain reliable and secure voice services while assisting with telephony upgrades, deployments, and daily support needs.

Key Responsibilities

• Support enterprise voice solutions, including VoIP, SIP trunking, call routing, and unified communications platforms.
• Assist with the administration of systems such as Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Microsoft Teams Phone, Zoom Phone, Avaya, or similar technologies.
• Troubleshoot common voice, network, voicemail, and telecommunications issues, escalating complex problems when necessary.
• Provision and maintain phones, extensions, voicemail accounts, user profiles, hunt groups, and basic call-routing configurations.
• Assist senior engineers with voice infrastructure upgrades, migrations, integrations, and cloud telephony deployments.
• Support the configuration and maintenance of gateways, dial plans, call flows, and Session Border Controllers.
• Monitor system performance, capacity, and availability and report potential service issues.
• Respond to support tickets and help minimize disruptions to voice and collaboration services.
• Collaborate with network, security, infrastructure, and business teams to resolve technical issues.
• Create and maintain technical documentation, system records, and operational procedures.
• Follow organizational security standards, change-management processes, and telecommunications requirements.
• Participate in training and develop knowledge of enterprise voice technologies and troubleshooting practices.

Required Qualifications

• Associate or bachelor’s degree in Information Technology, Computer Science, Telecommunications, or a related field, or equivalent education and experience.
• 1–3 years of experience in IT support, networking, telecommunications, voice systems, or unified communications.
• Foundational knowledge of VoIP concepts and protocols, including SIP and RTP.
• Familiarity with Cisco UC, Microsoft Teams Phone, Zoom Phone, Avaya, or similar platforms.
• Basic understanding of networking concepts, including TCP/IP, QoS, VLANs, DNS, DHCP, and routing and switching.
• Ability to troubleshoot technical issues using established procedures and available documentation.
• Strong analytical, communication, customer-service, and problem-solving skills.
• Ability to work collaboratively and learn from senior technical team members.
• Exposure to call-center or contact-center technologies is preferred but not required.

Preferred Certifications

• Cisco Certified Support Technician (CCST) Networking
• Cisco Certified Network Associate (CCNA)
• Microsoft 365 Certified: Teams Administrator Associate
• CompTIA Network
• ITIL Foundation

Typical Technologies

• Cisco Unified Communications Manager (CUCM)
• Cisco Unity Connection
• Microsoft Teams Phone
• Zoom Phone
• SIP trunks
• Session Border Controllers
• Contact-center solutions
• AudioCodes gateways
• Cisco Expressway
• Voice-recording and call-analytics platforms